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:12/20/2023

  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 signed up with this company years ago, and never received service or an assignment. So when i try to sign up again they keep telling my information is in the system, and that I cant renroll. They have all my personal information and wont clear it off their system or records, but also wont allow me to apply for new service

  Business Response

  Date: 01/15/2024

  This issue has been resolved.

  *************************** needs to log into the Arise Portal and follow the instructions below to complete the process. 

  1. Click on 'MY PROFILE'

  2. Then, click on 'INFORMATION'

  3. Then, select to 'Join a call center of your choice' or 'Register your own business'.

• Initial Complaint

  Date:12/12/2023

  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.

  I have been an Arise CSP since 2011 & an Arise IBO since 2017. I've been servicing my current tax client since 2021. I hold 2 separate Statements of Work (SOW). One SOW for Product Support Specialist & and one for ***************** Support Resource. As an IBO I had several CSPs signed under my Independent Business (IB) ************* Solutions LLC IB ID:93596 until November 7th when my ************** Agreement (MSA) was terminated by Arise Compliance. All associated SOWs were terminated. This left my *************** without work. The email sent to inform me of the action cited Security ********** was instructed to complete a photo ID ********************* Verification, which I did immediately. To this day, I've received no acknowledgement that my submitted documentation was received. There was no advance request or warning, which I know compliance provides. Previously my business received an email giving an agent 3 days to comply w/ a Photo ID ********************* Verification or risk having her SOW terminated. I have sent emails to compliance informing them that I had submitted all required documentation within the hour that I had received notice. I also sent emails explaining the financial hardship this has caused ******* agents. I'm locked out of the portal. As a result I have struggled with Arise to gain access to invoices so that I could pay my agents. Registration has been the only helpful department during this time. They finally forwarded me all invoices. However, the last invoice that was provided didn't include one of my agents who has obtained proof from Partner Support that she worked within the time frame. This agent wasn't paid $482 that she worked for. She has since signed up under a new IBO. To add insult to injury Arise keeps directing the *********** IBO to me to fix the issue. Advising that they can take legal action against me if I refuse to create a ticket. I can't create a ticket because I have no authorization to access the Arise portal.

  Customer Answer

  Date: 12/12/2023

  I have an update regarding the former agent I referred to in my complaint who was not paid for the final invoice period of 11/01 to 11/15. CSP ******* was servicing the *** Energy program. According to the client her payment was voided due to not having an active SOW when they processed the invoice adjustment on 11/16/23. Partner Support is still insisting that I advocate for this agent by submitting a ticket, which I would have no problem doing. But that requires entering chat and working with Partner Support. I am unable to do that as long as my IB is not an active IB in the Arise system I cannot log into the ************ requesting reactivation of my profile, reinstatement of my MSA so that I can handle my business and try to restore some of my reputation as a business owner. 

  Business Response

  Date: 12/26/2023

  Arise is in communication with *************************** and the issue is being addressed.

  Customer Answer

  Date: 01/07/2024

   
  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.

  Arise has contacted me by phone twice and assured me that my issue would be resolved. As of December 26, 2023 I have regained access to the

  Arise portal and my ************** Agreement (MSA) between Arise and my business, **** & ****** Solutions LLC, has been reactivated.

  As of January 5, **** at least one of my two Statements of Work (SOWs) have been reactivated. My former agent who

  was missing money has also received her funds from Arise. Once my Product Support (base) SOW for my client has been reactivated I will

  have been made whole.   

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/05/2023

  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 Statement of Work was terminated due to not servicing for a month due to my disibility. I am protected under American's With Disabilities Act and Fair Labor Standards Act. I would like my Statement of Work reinstated.

  Business Response

  Date: 01/02/2024

  ***********************, owner of ***********************, a 3rd party vendor using the Arise Platform, failed to meet the contractually agreed servicing terms, which resulted in the termination of the contract in question.The business failed to provide the agreed upon service and this is the only reason Arise chose to discontinue the program contract with the business.

  Multiple attempts were made to contact ***********************, with no success.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 20963653
  
  I am rejecting this response because: Arise Virtual Solutions has not responded to me and I was unable to perform my duties due to my disability and they have to abide by Federal Labor Laws. This company is involved with several lawsuits of misclassifying their workers and violating numerous labor laws. If no resolution the next step is to contact Ohio ************************** I would really like to resolve this issue without doing so. I am also not a business. I am an employee legally (Not a contractor).
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/01/2023

  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.

  ************************* ***** The agent hasn't been able to log in for the past three weeks. I've made tickets and contacted partner and technical support numerous times, but to no avail. They simply ignore my attempts over and over.

  Customer Answer

  Date: 12/13/2023

  Good Morning,

  The customer has previously provided the verification as asked, however there has been no response from Arise. She has already lost 84 hours as of today. Please have them speed the procedure and activate her SOW. 

  Thank you, 

  Farzath

  Customer Answer

  Date: 12/14/2023

  My client is still losing her working hours; could you please expedite?

  Business Response

  Date: 12/28/2023

  Arise has communicated with ******* Farzath ***************************, owner of FAA ************ a 3rd party vendor using the Arise Platform, explaining the reason why the agent can no longer access the Platform. 

• Initial Complaint

  Date:11/29/2023

  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 was requested to complete a drug screen in preparation for a training class starting on 12/5/2023, I completed the first drug screen the same day I was informed of the requirement. While the test was negative I was asked to completed a second one due to the sample being "diluted". I completed the second test on 11/16/2023 the very next morning after I was requested to retake it due to the lab being closed by the time I received notice. This was well in advance of the 11/20/2023 deadline to complete the test. The test was sent to Arise by their chosen third party drug screen vendor, First Advantage, on 11/21/2023 at 10:31am CST. On that same day, 11/21/2023, I received a text message indicating that I was enrolled in the certification class followed by another text message on 11/26/2023 reminding me about my enrollment in the certification class which would start in 9 days. At no time was I ever advised there was an issue or I was going to be dropped from the program. On 11/27/2023 I logged in to the Arise portal and saw that the opportunity was no long listed on my portal and immediately contacted Arise via chat. I was advised the second drug test results were not received and I was dropped from the program. I contacted First Advantage who unequivically sided with me and stated that they had indeed provided the results in a tmely manner and there were no issues with the test which was conclusively negative. First Advantage not only resent the results twice but asked Arise to contact them, but no one from Arise made any effort to rectify thier mistake. I attempted to communicate with Arise directly via chat, incident log, email, and phone to no avail. I have also provided proof to Arise regarding the testing with no response. Arise has never reached out to me directly despite being promised someone would a call me. I have been dropped from the program due to communication failures and an inability to maintain accurate and updated records on Arise's behalf.

  Customer Answer

  Date: 12/20/2023

  I have uploaded the following items in reference to this case:

  -Email I sent to *********************** (Arise point of contact regarding drug testing) on 11/19/2023 confirming that I completed the second drug test on 11/16/2023 as requested by ****** via email on 11/15/2023 with the chain of custody document provided by the lab attached to the email.

  -Screenshot of email received on 11/21/2023 confirming successful enrollment in the *** Energy certification class starting on 12/5/2023

  -Screenshot of email received on 11/26/2023 stating "9 More Days Until Class Begins. Your *** Energy certification course begins on Tuesday December 5, 2023 9:00 AM ET"

  -Screenshot of text messages received on 11/21/2023 stating "Your certification class on the Arise platform starts in 2 weeks" and 11/26/2023 stating "Your certification class on the Arise platform starts in 9 days"

  -Email of incident ticket #INC5317498 created on 11/27/2023 after I discovered that I was dropped from the *** Energry program when I logged in to the Arise platform and no longer saw the *** Energy listed on my opportunities page. I immediately contacted partner support via the Arise platform and that is the first and only notification I received indicating that the results from my second drug test taken on 11/16/2023 were allegedly not received. I requested at that time for partner support to contact ***** chosen drug testing vendor First Advantage who I was also speaking with at the same time I was chatting with partner support to confirm that the test was taken, the results were negative, and that the results were sent to Arise on 11/21/2023 at 10:31am EST. The partner support representative at no time indicated that they called or would call First Advantage to confirm these details, and I requested that this issue be escalated resulting in the incident ticket being created. 

  Customer Answer

  Date: 12/20/2023

  I have uploaded the following information which is relevant to this case:

  -Chain of custody document for second drug test specimen ID ********** collected on 11/16/2023 at 8:45am MST

  -Emails I sent to drug test point of contact ******************************* 11/27/2023 and 11/28/2023 requesting a response regarding the issues about accurate drug test results reporting. These emails were sent after I attempted to contact ******************************* 11/19/2023 to request an update regarding the second drug test that I completed on 11/16/2023 along with the chain of custody document confirming the second test was completed. 

  -Screenshots of 20 phone calls made to Arise on 11/27/2023, 11/28/2023, 11/29/2023, and 12/4/2023 illustrating my efforts to contact Arise to secure a resolution to this issue prior to the start of the *** Energy certification class on 12/5/20223.

  Business Response

  Date: 01/02/2024

  Upon initial contact with ***************************, it was advised that re-enrollment into the certification class in question was no longer an option. The events that occurred leading to her removal would nonetheless, be investigated, and the results of that investigation would be shared.

  Arise has investigated the issue and discovered that *************************** was erroneously removed from the certification class. These details have been provided to ***************************, and the case is now closed.

• Initial Complaint

  Date:11/27/2023

  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 recently signed up on the Arise platform seeking opportunities for my business. The process of signing up was fairly easy. Everything was going smooth until I signed up for an opportunity with a company called MD Live. I completed all of the steps to sign up with this client. I completed a background check and drug screening, I recieved all green checks, and I waited for the $20.00 deposit date. On the deposit date, I made my deposit immediately. The next day after making my deposit the class was dropped from my account with a message stating "You are not eligible for this opportunity". The class was completely removed. Next, I checked the First Advantage website, my background check was completely removed. Lastly, I was locked out of the Okta platform. I did not receive an email about any issues with my background check or drug testing. I do not know why I was dropped and it happened after I made my deposit. I sent an email to the Enrollment Support; I never received a reply. I went into AVA **** and after 2 hours I was finally transferred to an Agent. The Agent helped me back into the Okta portal. He stated that the MD Live client removed the classes from Arise platform, I will recieve an email about this, and I will be refunded. He also stated I will be eligible to join another company similar to MD Live called WEC. I still haven't received an email, there is no opportunity called WEC, I have not been refunded, and now the opportunities that were available have been slowly removed from my account with only 2 left. I contacted another Agent, he asked me to copy and paste the email which I never recieved into the ****. After I replied "I never received an email". He stated MD Live will add new classes and I will recieve a refund in 30 days. This is not adding up. Their refund policy on their website states after attending a class for 1 or 2 days the $20.00 deposit will be refunded within **** days. Where is my refund and opportunities? This is a total scam!

  Business Response

  Date: 12/06/2023

  Arise has communicated with *************************** and the issue(s) has been resolved.

• Initial Complaint

  Date:11/21/2023

  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.

  I have not been able to login into my portal. I have sought out assistance through the correct channels and my account is not accessible. The system says unable to login when password and login username are all correct.

  Business Response

  Date: 12/06/2023

  Arise has communicated with *****************, owner of ***************** LLC, a 3rd party vendor using the Arise Platform. ***************** failed to complete an audit request which resulted in the suspension of his profile. 

  We are working with this business owner to get the issue addressed.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20901657
  
  I am rejecting this response because:

  I have reached out BBB for assistance with a issue in regards to my account with **********************. While they did reach out to me the issue is still ongoing. I have completed all requests by Arise and I do not have acce to my tax information.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/20/2023

  ***************** should now be able to access the Arise Platform.

  Customer Answer

  Date: 12/27/2023

   
  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:11/21/2023

  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.

  Out of nowhere yet again someone within the platform has done something to a site that I have to have open in order to service the members on the platform. Everything just restarted and I had to re log in to all sites. I located my production codes to re log in to an important site and it doesn't work. I have reached out to the managers and supervisors and no one is reaching back out to help me fix the problem. I have reached out to the tech support team and they can not assist because the issue the login information. Why am I being targeted? This is cyber bullying and discrimination yet again. I am not doing anything wrong. I have fixed my computer to comply with everything needed now I am being purposely bullied to lose hours for a small pay without it being my fault. This is very unfair and no one should be getting bullied by their job in this way. I have been working for this company for 2 years and the problem was solved for a little now it is happening again. The initial hours they give me are very low and I don't believe others are dealing with the same because they keep hiring new people. I am also being attacked with how I follow the protocol process when I am doing things the right way as trained minimal error. Please help me I have 4 kids to care for and the forced hardship is not fair or right at all. I am not sure who is responsible for this but I beg you to please find out and make them stop. I run a honest business and try to bring the platform as much money and business as I could.im starting to feel this could be retaliation from me being a whistle blower on the wrongs I am experiencing.

  Customer Answer

  Date: 11/22/2023

  I would like to get paid for the 30 hrs I had originally posted before this incident happened for this week. I am now down to **** hours because they would penalize me for a no show that would affect my CA and cause me to get terminated. This is very hurtful it's like they want me to lose everything and for no good real reason at all. I have got 100% on customer feedback for the service I provide. I show up to work and there is always a problem. I updated my system so no one can say it's my system is to why I can't get into certain things so for them to tamper with my life for nothing and keep me out of the system and cause me to be late on purpose when I know how to be on time is cyber bullying. Why? I'm not doing anything wrong. Why try to create a wrong. That's not right. 

  Customer Answer

  Date: 11/22/2023

  **** hrs is my initial hours selected before they did something to my log ins to prevent me from servicing. If I'm the only one coming to you with this problem it's because I'm the only one being targeted yet again. And for no reason. I would like to get paid for my **** hours I would have been able to work if they did not tamper with my system. I am going to tech support yet again which I am reluctant because Everytime I fix my system for it to be up to the portal standards and have to go to tech support they help fix the situation then they do something to cause my system to not work again. And I have to repeat the **************** again. 

  Customer Answer

  Date: 11/22/2023

  I can get in everything else but this one. I'm reaching out for help all week and filed incident reports. No one is getting to me yet my check gone get affected over something that is not my fault. Hate crime for no reason from a company I like working for and do everything I am supposed to to keep my job. ???????

  Customer Answer

  Date: 11/23/2023

  I was finally able to get the issue solved with the system log in. 

• Initial Complaint

  Date:11/15/2023

  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 paid for my no show policy fee of $20 and have yet to receive it to my original payment method it says **** business days on the policy but when you speak with a representative they tell you it may take up to 30days and I feel like that is a reach because why make a policy if you cant adhere by it and 2 yes I attended my training in full the first day! And I feel like they want people to wait and forget about the $20.00 so they can keep it to me its a waste because its inaccurate information being given and then they give you the run around about your money you spent out of pocket but when its time to refund it now you have to wait out of the time frame that was not given in the policy which is screaming false advertisement!

  Customer Answer

  Date: 12/06/2023

  I still havent heard back from anyone still getting the run around on my refund policy, and now no one is responding back to me or even looking into the matter.

  Business Response

  Date: 12/21/2023

  Arise is researching this issue.

  Attempts have been to contact *******************************, with no success to date.

• Initial Complaint

  Date:11/13/2023

  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.

  Security is of the utmost importance to Arise, as well as the clients and the **************** that use the Arise platform to conduct their business. We are requesting the following documentation be provided for our review. This incident has been opened to track your request. The ticket will automatically close in the event the documents are not received by the deadline referenced in the email notification. Requested Documents: 1. An updated Affidavit of Identification for your agent; Available in ************ copies of an Affidavit already on file will not be considered 2. A clear copy of your agent's Driver's License or state issued photo identification card 3. A copy of your agent's current utility bill (i.e. an electric bill, water bill, residential telephone service bill); and 4. A copy of the internet provider bill for your agent's servicing location. 5. A selfie video including the following information to be used for Arise identification purposes only- a. The Agent holding the Driver's license next to his or her face; b. The agent stating their full name and address as it appears on the Arise portal; c. The agent must state the following 'This video is to validate my identity and location for Arise Virtual Solutions' All documentation should be scanned and emailed at the same time. I have done all of the following and still no one has followed up with me

  Business Response

  Date: 12/08/2023

  Arise has communicated with ****** ****** and this issue has been resolved.