Complaints

This profile includes complaints for Isolved, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Isolved, Inc.

  11215 N Community House Rd Ste 800 Charlotte, NC 28277-4961

  
• 

  isolved

  5030 E Sunrise Dr Phoenix, AZ 85044

  
• 

  isolved, Inc.

  Springfield, MA 01104

  
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  isolved, Inc.

  655 W State Rd 120 Ste B7 & B8 Fremont, IN 46737

  
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  isolved, Inc.

  1454 30th St Ste 105 West Des Moines, IA 50266

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:08/27/2025

  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.

  This is another complaint against Isolved, the third party agency contracted by my prior employer to facilitate ***** coverage. The original BBB report identifier is #********.The original complaint was due to Isolved not refunding the ***** payment of $580.67, paid in good faith on 5/14/2025, after my repeated requests for them to initiate continued coverage from the prior insurance provider. Isolved continually stated they would "look into the matter" and "call back with an update," but they had NEVER called with any updates. Since then, Isolved has repeatedly stated they would send the refund check "within 7-10 business days." It is now 8/27/25 and I have not received anything from them, nor any further communication. The last time they claimed to have mailed the refund was 8/1/25. At this moment they are not addressing the issue over the phone AT ALL.Isolved engages in fraudulent business practices and I DO NOT RECOMMEND that employers use their services for ***** management. I also recommend that any employee who finds their employer uses Isolved for ***** management NOT purchase ***** through this company. They are fraudulent, deceitful, and have absolutely no integrity whatsoever.

  

  Business Response

  Date: 08/27/2025

  Hello *****,
  We understand your concerns and want to assure you that our team is actively working on resolving this matter. As soon as we were notified today, immediate steps were taken, and the process is currently in progress.
  Thank you for your patience as we work toward resolution.

  Customer Answer

  Date: 08/28/2025

   
  I am rejecting this response because:
  This situation has been going on for over 3 months now and I have received numerous assurances from Isolved that it would be resolved, yet here we are AGAIN.  I have no reason to believe you at this point.  Please provide the requested refund for the services you did not provide.

  
  

  

  Business Response

  Date: 09/04/2025

  I wanted to follow up again regarding CN412094 St. **** (************). I was informed this morning that the Check was cancelled and the *** has been sent.
  
  The team management did let me know they will be checking in one more time today with the husband, ******, to ensure all good. 

• Initial Complaint

  Date:08/19/2025

  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, ****************, used isolved for timekeeping and payroll processing. There was an error made by isolved regarding an employees W-4. This resulted in no Social Security or ******** withholding. The W-4 was correct, Isolved entered it wrong. It went unnoticed for a few months. This was their mistake. They agreed to amend the payroll tax returns and I assumed they had. In meantime, the business closed. A year and a half later they finally filed the amended payroll returns. I received tax notices with balances due almost 2 years after the business closed. My complaint is that this company taking a year and a half to file amended returns, which take less than an hour to prepare, caused the balance due notices to come after the business closed, which meant I had to pay for it personally, and included assessments for penalty and interest. I called the company and it took months and many phone calls and emails to get a response. I understand that the tax portion of assessment was my responsibility, but I expected them to pay the interest and penalties considering it took them far too long to correct their own mistake. This was their error, both the original mistake, and the delay in filing.But the company refused to take any responsibility and would not reimburse me the penalty and interest. I was a customer of theirs for many years and was ignored and when I finally got someones attention, was treated as utterly unimportant. I am requesting refund of $253.36.I have not uploaded the tax notices as they contain sensitive information and isolved already has them.

  

  Business Response

  Date: 08/27/2025

  Hello *****,
  Were very sorry to hear about your experience. Ive shared your message with our team, and someone will be reaching out to you directly to assist.
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 08/27/2025

   
  I am rejecting this response because:  The companys response included no resolution, just a statement saying theyd reach out.  But recalling that it took me numerous calls and emails over many months to get ahold of someone, I have no faith that I will hear from them and even if I do, them reaching out to me to state they take no responsibility (as they stated before) is not a resolution.  This was their error, and their being insanely slow to fix it caused me to pay more.  It couldnt be any clearer that its their responsibility.  I can let the BBB know if I hear from them with an acceptable resolution.  
  
  

  

  Business Response

  Date: 09/09/2025

  I checked with our support team and can confirm that ***** ***** was contacted on September 2, and a resolution was reached with her.

  Thank you

• Initial Complaint

  Date:08/18/2025

  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 paid for 12 months of COBRA dental coverage. I paid ahead, not monthly. The dental insurer, MET LIFE is showing that I do not have coverage. I have called I-solved numerous times since mid June. Nothing has been done to correct this issue. I escalated my phone calls to speak to a supervisor. The customer service *** told me that they could not transfer me to their supervisor (company rules!) but I would be called on Thursday, July 14. No call. I called customer service back on Friday July 15 and was told that I would receive a call from a supervisor in the am of Monday, July 18. No call. It is now pm Monday July 18. I have been on hold for 51 MINUTES and counting. Which is a typical hold time. When I finally visited with the service ***resentative on July 15 he told me he was the ONLY employee that was answering phone calls! Really, ONE employee? In the meantime, my dentist is requesting payment for services performed. All I want is for them to do their job: pay my cobra payments to MET LIFE so to I may have my coverage (which I paid for). As a *** and a business advisor, I will be telling my clients NOT to use this service!

  

  Business Response

  Date: 09/04/2025

  I did connect with the ***** team management, was able to verify the Participant belonged to account ******** ***************. The matter is still being researched, but what I did find is there were several questions sent back to the Participant asking about their Dental coverage in June, and there are no responses back from Joan providing isolved answers to all those questions (CA-5563444). 
  
  That said, they are slowly uncovering more random cases, as they did just speak with Joan over the last two weeks. The most recent call was on 8/22, and they did confirm then with Joan that their dental was active. They are determining what, if any, additional details Joan may still need. 

• Initial Complaint

  Date:08/08/2025

  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.

  iSolved UI for benefit access is so poorly designed that it caused me to miss open enrollment for health insurance. They claim that I never hit the submit button on the website when I painstakingly filled out information to receive health insurance and revisited the website multiple times to make sure everything was filled out and submitted.

  

  Business Response

  Date: 09/05/2025

  The Certified Network Partner team just confirmed that they were able to finally locate the participant, and they are under a Partner controlled client account. Due to they are under a Partner, and isolved has specific legal handling agreements with the CNP's, we do not reach out to the participant nor even the client directly. Instead, the protocols are to connect with the Partner controlling the account, asking the Partner to connect with the client account admins for next handling steps. the Partner themselves is Payroll Experts. Should the participant need further support, we usually suggest to anyone under Partners that they connect with their own company HR/Admin team, so their company can reach out to their contacts at Payroll Experts for assistance and any troubleshooting necessary. 

• Initial Complaint

  Date:07/15/2025

  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.

  On July 1stm we paid over 2000 dollars for our first cobra premium. We were told 7-10 business days max. Our insurance with ***************** blue shield is still not active as of 7-15. We have called both isolved and anthem multiple times in the past weeks trying to get this resolved. Every time isolved tells us they have submitted it to insurance and anthem tells us they haven't received anything. We are going in circles. In the meantime we have given them over $2000 for a service we are not receiving. Multiple supervisors on both ends have said they would call us back and have failed to do so. We need to activate our insurance as we have missed prescriptions and dr. ************ that are bordering a health risk.

  

  Business Response

  Date: 07/17/2025

  Dear ******,
  Were very sorry for the frustration this has caused. Please know that communication is actively happening between all parties involved, and were working to get this resolved as quickly as possible.
  

  Customer Answer

  Date: 07/17/2025

   
  I am rejecting this response because:
  I still dont have any active insurance. I dont want working on. I want results.

  

  Business Response

  Date: 07/23/2025

  Were pleased to share that the matter has been resolved. COBRA coverage for ***** ******* has been successfully reinstated, effective July 1, 2025.

• Initial Complaint

  Date:07/10/2025

  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.

  I had ceased employment and elected to continue my medical insurance benefits with COBRA. Isolved is the vendor for COBRA with my prior employer. I had paid the required $580.67 on 5/13/25, and was expecting my insurance benefits to be reinstated. It is now 7/10/25 and my benefits have NEVER been reinstated. Over the past 2 months I have made several calls to Isolved about this, because I had been told by Isolved that once they received payment, they would contact my prior insurance company and I would be able to use those benefits as before. Each time I contacted Isolved I was told that the insurance company still had not reopened my insurance, they would look into it, and give me a call with an update within ***** hours. I have NEVER received a call from Isolved, ever. I called again, today, and was told that the money they received from me HAD BEEN SENT BACK TO MY PRIOR EMPLOYER. What???? And then I was told that they could not refund the money because IT WAS IN THE POSSESSION OF MY PRIOR INSURANCE COMPANY. So, basically Isolved has been lying to me on all of those occasions. I do not know what they did with my money but I believe they are a business who is clearly going against COBRA law, and are engaging in fraudulent business practices.

  

  Business Response

  Date: 07/17/2025

  Dear Ms. ***************** you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and lack of communication you've experienced.
  As of July 10th, our team has been in contact with you and is actively working on your case. A refund for the premium payment is currently in progress, and we are awaiting confirmation from you regarding whether you would prefer to proceed with the refund or initiate COBRA coverage.
  We are committed to resolving this matter promptly and will continue reaching out to ensure a resolution that meets your needs.

  Customer Answer

  Date: 07/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/09/2025

  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 employer used iSolved for payroll. I left my company earlier this year but I need my 2024 W2 tax documents and final paystub. I was able to successfully log into the isolved pay portal that had previously held tax forms and paystubs only to find that all documents were removed. When I called customer support for payroll issues, I was told that there was no longer support available. I found another number for isolved and was told they dont support any payroll issues and to go to HR of my previous company and they told me to go to isolved. Do not recommend this company. They are impossible to deal with.

  

  Business Response

  Date: 07/10/2025

  Hello ******, were very sorry for the frustration youve experienced while trying to access your 2024 W-2 and final paystub. Wed like to help resolve this as quickly as possible.
  To assist you further, could you please share the name of your former employer? This will allow us to locate their account in our system and work with the appropriate contacts to support you.
  Thank you for your patience, and we look forward to helping you get this resolved.
  

• Initial Complaint

  Date:06/26/2025

  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.

  I have paid for COBRA coverage (Dental and Vision) from December of 2024 to current. I have not missed a payment. I am retired from ***** and receive Medical coverage through my retirement *********** wife had dental work done on 4/16/2025 and we are billed $177.00 because ***** has our dental coverage effective date as 5/1/2025. It should be continued coverage from 12/1/2024.***** is denying the claim for 4/16/2025 because they never received payment from iSolved.I have called several times and get the same run around. I wait for almost an hour on hold because they are understaffed.I need dental coverage for 4/16/2025 since I have paid for it. iSolved seems to keep the payment for dental insurance and pockets it.

  

  Business Response

  Date: 07/10/2025

  Hello *****, were very sorry for the frustration this situation has caused. Weve confirmed that your coverage was backdated to 12/1/2024, and someone from our team has reached out to your former employer to help resolve the issue. Someone will be reaching out to you directly to assist further.
  Thank you for your patience as we work to get this corrected.

• Initial Complaint

  Date:05/27/2025

  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.

  isolved is a truly awful employee application that facilitates direct deposit, payment information, and work history. Unfortunately, it is absolutely impossible to contact this company and it is so extremely frustrating. Their customer support email is unmonitored. My email ********************************** was shot back with "This is an unmonitored email account." So why have it posted on your wesbite? All phonecalls to **************** go unanswered as well. Why is it impossible to contact this company? One of our employees attempted to change his password, and the app gave him two blank slots to fill out: last four of his social, and a security question. But the question was never provided, yet there is a blank space for the answer. Its so truly absurd and frustrating.

  

  Business Response

  Date: 06/12/2025

  Hello ****, are you able to send more information on what company you are associated with? 

  We were unable to find your company information based on the email or phone you provided. Once you send this over, I can have my support team reach out and help you resolve your issue. Thank you!

• Initial Complaint

  Date:05/23/2025

  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 elected for COBRA coverage through my former employer's third-party COBRA administrator, iSolved Benefits ********* within the required timeframe. The coverage period commenced in ***** 2025. I paid for *****, **** and June coverage and prepaid for June. I was shocked to receive a huge bill from my doctor for ***** services, and they said it was due to the end of my insurance coverage. I contacted iSolved immediately, only to be told that they had failed to do their job to complete the elected (and paid) coverage. They said they would open a case and contact the provider to reinstate the coverage for these months. They did provide me with a case (Case #CA-5398670). I have repeatedly contacted them for an update, as my doctors are waiting for confirmation to resubmit the claims. Nobody at iSolved will provide me with an update on their steps to rectify their huge mistake. Additionally, I prepaid for June, which has not begun, and now that I have new coverage at my new job effective June 1, I requested a refund for that payment. They refuse to process this refund or acknowledge my formal communication about ending COBRA coverage as of 5/31/2025. Their failure to take the steps for my ***** and May coverage is not related to the June prepayment, and I want my refund and confirmation of the end of coverage, and that they have resolved the issue with my ***** and May coverage. They have done nothing and are unresponsive at this time.

  

  Business Response

  Date: 07/16/2025

  Hi ******,
  Thank you for your message. Per our records, this issue was resolved on May 27.
  We also followed up on **** 11 to confirm that a refund for **** would not be issued, as the ***** coverage was active through May 31, and the cancellation was effective **** 1. Please let me know if you have any other issues that we can help with at this time. Thank you!