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

  
• 

  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:04/29/2025

  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.

  Isolved provided payroll services for my business in 2024 and 2025. My business closed and we no longer needed their service. When we attempted to cancel their services thats when our problems started. The company was no responsive to my requests for termination initially. Then they threatened a cancellation fee. I requested to speak to someone about closing our account and received no response. 6-8 weeks later the company sent an email demanding payment for the rest of the year on top of a cancellation fee. They also stated they where withdrawing the money out of our account the same day in the amount of $786 without any approval from my company *****************************. I attempted to call the company to speak to a customer service *** about this because our business and long since been closed and the account they where drafting from had been closed. I again received no response from the company. The company has since threatened legal action, demanded more fees on top of what was requested and said we had no choice in the matter. The company refused to discuss the matter or show where we agreed to have them do work for our company for 2025. We reluctantly paid what was requested to avoid going to collections but disagree on the amount owed. Isolved refuses to let us speak to any other ***resentative of the company to explain their charges or work with us on this matter. It is completely unreasonable for them to bill us for the rest of they year and charge a cancellation fee and returned payment fee.

  

  Business Response

  Date: 05/19/2025

  • We can not update / waive the $177.75 ETF because a demand for payment letter has already been sent and the customer is in ***********************
  • Upon further investigation into this customer, several emails were sent to them explaining the breakdown of fees, multiple ************************
    • ******* sent an email on March 14 2025
    • ***** ***** forwarded the original email on March 27 2025
    • I followed up and sent a third email on April 29 2025
  • Per Treasury, once the *** letter timeline runs out and the customer becomes eligible for collections, there is no modifications to the **************************

  Customer Answer

  Date: 05/19/2025

   
  I am rejecting this response because:
    We are not in collections. I paid the balance in full prior to the date the amount would have been sent to collections.  

  

  Business Response

  Date: 05/30/2025

  • We can not update / waive the $177.75 ETF because a demand for payment letter has already been sent and the customer is in collections
  • Upon further investigation into this customer, several emails were sent to them explaining the breakdown of fees, multiple times. 
    • ******* sent an email on March 14 2025
    • ***** ***** forwarded the original email on March 27 2025
    • I followed up and sent a third email on April 29 2025
  • Per Treasury, once the *** letter timeline runs out and the customer becomes eligible for collections, there is no modifications to the amounts. 

• Initial Complaint

  Date:04/29/2025

  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.

  My grandmother, ******* *********, was employing a few caregivers to take care of my grandfather, and eventually herself, after he passed away. My grandmother then passed away on March 1, 2025. My brother and I are the only surviving next of kin and I have been tasked with managing the account. We terminated her employees at the end of March and gave them generous severance pay.Then, to my consternation, I found out that we were billed an Early Termination Fee Total: $3,587.16 by ISolved. I was told that the early termination fee is calculated by taking the average invoice over the last 3 months, multiplied by the number of months remaining in the contract.I can understand an early termination fee in the low 100's but not $3,587.16 .It is absolutely ridiculous that Isolved is profiting off of the death of my grandmother, and the fact that her carers of many years, were paid extra. I am really upset by this and will do everything I can to tell my network about these predatory practices.

  

  Business Response

  Date: 05/19/2025

  • I called personally and spoke with ****** ************ this morning (5/15), and apologized for the mishandling of this ****************
  • I explained to him that in the matter of a business owners passing, we normally immediately waive termination fees, and explained that this should have been diagnosed further during the original processing of the case by the ****************
    • He was very understanding, and appreciated the call. He understood that mistakes happen and that the follow up was appreciated. Was able to answer some additional questions regarding the closure of his account while we were on the call (regarding tax and year end processing / *****************
  • I confirmed that we have not yet processed the $3500 ETF payment, nor will we. I advised that I am just waiting on acknowledgement to see if we need a ROL form filled out. ****** said this is fine, and he will sign it if its required. He also said that he understands the Year End processing fees, and is fine with ************************
    • There is a new bank account on record, as everything is in with a trust now, so we will have to have the funds ******************

  Customer Answer

  Date: 05/19/2025

   
  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:04/16/2025

  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 recently left my place of employment and have enrolled in COBRA managed by ******. Payment in full was made for March and April. It is now April 16 and an emergency trip to the hospital later I dont have insurance according to the insurance provider. Ive called ISOLVE about this 2 times and and have emailed requests for help. I still can not get my coverage instated. There is a serious problem with an extreme amount of money on the line and seems like no one wants to take responsibly for making this right.

  

  Business Response

  Date: 04/23/2025

  Hello *******,
  We sincerely apologize for the challenges youve encountered. Our team contacted you on April 18 to assist you with your situation.
  Thank you, 

• Initial Complaint

  Date:03/14/2025

  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 company is in charge of my Federal Spending Account, so I give them money from my paycheck, and they're supposed to help me manage my healthcare expenses and tax-free claims. Unfortunately, they've been doing the exact opposite. They've been taking my money, and not sending me checks for claims. Further, they don't email me, they don't send letters, I just make a claim and then never hear from them again. I've tried about 5 or 6 times to call them ***************) to discuss, and no one ever picks up. I've left messages and asked for a call back, but they never do that either. I feel like they're taking advantage of me and further, taking my money without actually processing claims. I could really use some help getting in contact with this group. I feel like I've tried everything.

  

  Business Response

  Date: 04/02/2025

  Hello *******,

  We are very sorry to hear about your experience and truly apologize for the inconvenience caused. We understand how frustrating this must be. Please know that someone from our team will be reaching out to you to address this matter and assist you further.

  Customer Answer

  Date: 04/02/2025

   
  I am rejecting this response because:
  

  This does not solve the issue. This is a promise that someone will contact me to fix the issue(s) I'm experiencing, and yet, no one has. When I go online to the iSolved portal, there is no record of my claims and further, no record of any current and/or pending repayments. My contact info is ***************************** or phone number, ************. 

  Until I see a record of my claims being processed, I cannot acknowledge the situation is "resolved". 

  Also, as I continue to look under the hood of the iSolved operation, I've found another claim I filed in 2023, for medical expenses. A portion of the claim was paid, but unbeknownst to me, $275 of it was withheld due to "required substantiation". Not only did I provide the actual account of medically related expenses, but I also provided the physical receipt of the expenses to my personal credit card. The info I've provided is certainly substantiation enough to validate the expense(s), so why withhold my repayment? 

  I'm still looking for answers, and moreover, I'm looking for my proper repayments (2023 medical account, 2024 medical account, 2024 dependent care account, and 2025 dependent care account - all of which have pending claims your company is willfully withholding with undue justification). 

  
  

  

  Business Response

  Date: 04/10/2025

  Per my customer support team, It seems ********** has resolved these issues and claims have been filed for the participant.  There was a check sent 4/3/25 for 2024 and 2025 claims that were submitted in the amount of $2,298.38.

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

  Advocacy Specialist

   

• Initial Complaint

  Date:03/14/2025

  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.

  I submitted a claim for child care benefits and a reimbursement was suppose to be issued via direct deposit after noticing they were issuing me checks to a address I no longer reside in *** called over ***************************************************************************************************************************************************************************************** April numerous calls numerous emails no explanation just the constant run around from supervisors down to the **** no solution no help I just want my money direct deposited maybe this will help them address the issue sooner because I can no longer be patient. Its my funds and its sad I have to go through so much to claim it.

  

  Business Response

  Date: 04/02/2025

  Hello *****, we deeply regret the frustration and inconvenience you have faced while trying to resolve this matter. We sincerely apologize for the delays and lack of clarity in addressing your concerns. Someone from our team will reach out to you. Thank you.

• Initial Complaint

  Date:03/05/2025

  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.

  elected to continue medical health coverage from Isolved (Cobra) by paying a monthly fee. I paid the fee for medical coverage and was charged an additional fee of $15.00 just to make the payment. Over 30 days later still no medical coverage. Contacted Isolved and was giving no answer or no reason why coverage hadn't started even though they had received payment. Was promised a refund of $40.00 for the fee for medical coverage but not the $15.00 billing fee. Never got refund. On Isolved **************** website they have the chat feature but after waiting 4 plus hours 3 days in a row for a representive to connect with me I realizied this method did not work. also when you reach out to customer services number ************** callers are left on hold indefinitely without ever speaking with an representive. I held the line also 3 days in a row for over 4 plus hours. Again no one took my call.

  

  Business Response

  Date: 04/02/2025

  We are very sorry to hear about your experience and truly apologize for the inconvenience caused. Someone from our team is looking into this and will be reaching out to you shortly to address this matter and assist you further.

• Initial Complaint

  Date:03/03/2025

  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.

  We resigned with iSolved after leaving in 2023 because of similar issues. The salesperson told us that customer service had improved and we would get the same services they had previously provided to us at he same cost, and I specifically asked if that included filing our ** Retirement contributions. I was assured it did, and it was included in the contract. Since signing the contract with them in December of 2023, I have sent numerous emails regarding issues with our payroll. I have asked for a manager to call me more than once, but that never occurred. After months of no response regarding filing our ** Retirement, I called on Thursday (filing was due on Friday) and after being on the phone for over an hour and being transferred four times, I was told they could not provide that service for us. This is unacceptable. I was then told that I would receive an email with instructions to download the ** Retirement contributions and that a manager would call me. Neither of those things ever happened. There is no customer service and no accountability in this company. We only have ten employees. It cannot be that difficult to manage. I do not have the time to do a job that we are paying iSolved to do. See three attached pages of email inquiries I have had with iSolved.

  

  Business Response

  Date: 04/02/2025

  Hello,

  We are very sorry to hear about your experience and truly apologize for the inconvenience caused. We understand how frustrating this must be. Someone from our team will be reaching out to you to address this matter and assist you further.

• Initial Complaint

  Date:02/19/2025

  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.

  I have attempted multiple times to call. Always put on hold then they hang up. No return back as promised. Company is taking out depends care fsa money and we dont have dependents.

  

  Business Response

  Date: 04/02/2025

  We are very sorry to hear about your experience and truly apologize for the inconvenience caused. We understand how frustrating this must be. Please know that someone from our team will be reaching out to you shortly to address this matter and assist you further.

  Thank you,

  
  

• Initial Complaint

  Date:02/12/2025

  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 had an assortment of issues with this company starting in July 2024 when I was introduced to them as my previous employer's COBRA administrator. I signed up my husband for health insurance coverage (*****) and they applied the coverage to the wrong person. That took some sorting out - calls and emails are very delayed. They eventually did correct that and applied the coverage to the correct person.I signed up my entire family for Vision and Dental coverage in July, and paid all the premiums through December 2024 when we ended coverage. I had no idea until October that they had not reported this to my dental insurance provider and I had to call/email - again it took a long time to get that sorted out and in the meantime my dentist was frustrated because our families claims were denied. It was eventually sorted out but again, it all took a lot of time and frustration.The on going issue I have is that I paid in full for my husband to have coverage for part of July (July 10- July 31, and all of August - payments were made before the ***** ****** expired. The payment had even been applied. Then in September I called and asked to have my son added to our plan - however, we changed our mind before the ***** ****** and didn't pay the premium. I recently found out a medical claim my husband had while he should have been covered was processed - paid and then reverse. And our **************** coverage shows that none of us had coverage after my term date from my employer even though I had premiums for my husband. I have been in contact through email, it's not going anywhere. I just asked for a name of someone I could call. I feel like the person answering my emails is very rude and dismissive and I don't understand where my money was applied to and it was over $1,000 for the medical insurance.

  

  Business Response

  Date: 02/13/2025

  We're sorry to hear about your experience. Your feedback is important to us, and we want to make things right. A member of our team will be reaching out to you shortly to assist. Thank you for bringing this to our attention.
  

  Customer Answer

  Date: 02/25/2025

   
  I am rejecting this response because:

  The other thing that happened during the call after he was addiment that they were not going to provide a favorable resolution for me was that they way that they did reallocate the funds left $168 of my money unaccounted for - they took that money and it was not applied to any coverage. When I asked about that money he said they could go back and get a refund for that money. He couldn't tell me when that would happen and I don't think they were planning on giving me that money back even though it was never applied to anything. He also told me they had to submit something to the insurance company to show the coverage was active (not for what I originally paid for but for what they decided to apply the payment to) So the insurance company was showing no one had coverage starting 7/10 even though payments were made. 

   

  i told him I was not happy with the outcome and felt they company did not handle this in an ethical manner. And he pretty much dismissed my complaint
  

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Can't log into my account. Says password or user name is incorrect (it's not). Only way to log in is through work (same name and password). since this involves medical receipts, I do not use my work PC as the info is tracked by my employer.

  

  Business Response

  Date: 02/13/2025

   We understand how frustrating this can be, and we appreciate your patience. Our team will be reaching out shortly to resolve this for you. Thank you for sharing your feedback.

  Customer Answer

  Date: 02/16/2025

   
  I am rejecting this response because: They sent me an e-mail stating that they reset my password. I tried to log in using this password and still get the same error.
  
  

  

  Business Response

  Date: 04/02/2025

  Hello *****,

  I attempted to reach out to you on February 13 to resolve your issue with logging in. 

  To be able to locate you in our system, we need :
  COMPANY NAME
  COMPANY ADDRESS
  COMPANY PHONE NUMBER
  HR/ADMIN CONTACT
  EMPLOYEE COMPANY EMAIL ADDRESS
  
  Let me know so we can troubleshoot this problem.
  
  Thank you so much!