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. has 8 locations, listed below.

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  Isolved, Inc.

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

  
• 

  isolved, Inc.

  Springfield, MA 01104

  
• 

  isolved, Inc.

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

  
• 

  isolved, Inc.

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

• 

  isolved, Inc.

  3600 Digital Dr Ste 200 Dubuque, IA 52003

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:01/23/2025

  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.

  To get reimbursed or get a phone call back or a email

  

  Business Response

  Date: 02/03/2025

  Hello,

  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: 02/03/2025

   
  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:01/23/2025

  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.

  This message is in regards to an experience I had in reaching out to ISolved with questions for ********************* As an ex-employee, I am required to use ISolved to make ***** selection from my previous employer who contracted ***** services from ISolved. I had originally called ISolved on two occasions. On both occasions, I was met with a 25 minute hold time, after which I gave up and requested a call back. I have never received a call back from anyone. No missed calls, no messages, nada.On Jan 9th - I emailed ISolve about a missing option in my ***** selection. No response. On Jan 18th - I received a response back asking for my name, which can be found in the body of the email. This was a ploy to drag out the message. Nonetheless, I responded with my name on the same day. I have not heard back from them in 5 days. There is a statute of limitation on when I need to select my ***** election and it is coming up on January 29th, 2025. ISolved is aware of this date and I believe is dragging things along so that I will not be able to make my ***** election in time. This is terrible business. They are not staffed adequately to provide this service to any employer who may put their employees on ***** at best. At worst, this is a business to cheat hardworking Americans out of their coverage.

  

  Business Response

  Date: 01/30/2025

  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.

• Initial Complaint

  Date:01/21/2025

  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.

  iSolved did our payroll/paychecks at work. We switched to some other place but I need copies of all my paystubs from November 2020 until October 2024. HR told me they didn't have access to them anymore and I would need to contact iSolved myself to request them. After spending well over an hour trying to get to a real person they would not give me online access to get that information, would not email me pdf files or mail a copies to me. They told me that only the ** authorized person could request this information. I asked them to email or contact that person since they (HR) had already told me that I had to contact iSolved and they (iSolved) refused. They (iSolved) told me that I had to do that they would not contact the employer. I believe I am legally entitled to either online access to download all the pdfs of my paystubs or they need to email or mail me copies. I didn't realized that they took this online access away from me and took away any access for me to request this information myself. I should be legally entitled to request this information and given this information I have requested.

  

  Business Response

  Date: 02/03/2025

  Hello,

  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 has reached out to you to assist. Thank you for bringing this to our attention. 
  

  Customer Answer

  Date: 02/03/2025

   
  I am rejecting this response because: They just lied, no one has reached out to me at all. I dont want it closed because they havent tried to fix anything.  I am thinking I need to file complaint with the ************************ for them to investigate. 
  
  

  

  Business Response

  Date: 02/12/2025

  My apologies for the miscommunication. Someone on our team reached out to your employer to ensure you received your pay stubs. Please let me know if there's anything else we can do for you. Again, we apologize for the delay.

• Initial Complaint

  Date:01/21/2025

  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.

  Technically not a health issue/medical malpractice. But administration/coverage malpractice by the WORST system I have ever seen. I have proof of iSolved reading my emails asking for help, not responding. I pay $950/month for medical/dental coverage which is ridiculously high. I paid the partial month for Nov 2024, and these guys say I only elected dental. this '***' was supposed to be working on it. I'm in a lot of pain/blocked intestines and need scans, xrays, labs. Hospital told me no have insurance/you have to pay up front. Regardless, I called them weeks ago. took over 35 min and they never did pick up. another time said 'we will call you back, no need to wait on hold' and they never did call back. I emailed them everything; they read the email. no response.I was locked out of my iSolved account, took many attempts to get into my Cobra version of my account. I think *** helped me with all of that. PLEASE keep in mind I am critically ill during all of this trying to do it all, no job, no healthcare, in the middle of winter. I've filed for ******** to get me over the hump; they claim they have 90 days to help. So in the meantime i get worse and worse and worse.I emailed isolved 7-10 days after *** says he is working on it/waiting for Cigna to get back with me. No word, no progress report, no email. Fine. So i email them. no response. So today 1/20/2025 I get on a chat with Allyssah. She says *** is working on it and that iSolved has sent info to ***** several times but no response. So i said can i call them, I'll help push from my side. She says they won't talk to me and to not call them. I tell her how critical I am getting and she says that's not their concern (literally, I have screenshots). I clicked for the chats to get emailed; they have not. I try to chat back and she keeps ending the chat abruptly.I am likely dying of this yet getting stonewalled by iSolved. They need to be held accountable and stripped of ability to be in the healthcare field

  

  Business Response

  Date: 01/24/2025

  Hello Mr. *************** sorry to hear about your experience. Your feedback is important to us, and we want to make things right. A member of our team has already reached out to verify that your medical coverage is active and provide additional guidance.
  Thank you for bringing this to our attention.

• Initial Complaint

  Date:01/20/2025

  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.

  I have been trying to contact the business for the past month. They do not respond via phone despite having a dedicated call line. They provide you with the option to receive a call back, and then they never call back. I have set money aside with this company for transit related funds and they will not provide me access to it or respond to me.

  

  Business Response

  Date: 01/28/2025

  Hello ********,
  We sincerely apologize for the delays and frustration you've experienced. 
  Your feedback is invaluable. Our team has been notified, and someone will be in touch to help assist you with this.
  Thank you.

• Initial Complaint

  Date:01/16/2025

  Type:Delivery 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.

  Complaint against Isolved HCM On 1.8.2025, I received an email from *** Ex showing a picture as proff of delivery of an envelope to our business. As soon as I saw the email, I called our nextdoor neighbor and asked them to collect the Fed Ex envelope for us in our absence. Our neighbor called back to advise there was no Fed Ex package at our door, in the yard or in the driveway. As a payroll provider, it is disappointing that Isolved would allow delivery of such highly confidential documents (2024 W2 forms) to be delivered without requiring a signature. One of the main responsibilities of a payroll provider is to safeguard confidential data and documents. However, due to the lax procedure of not requiring a signature upon delivery, now the 2024 W2 forms for our company are lost and possibly in someone's hands that is not associated with our company. I called Isolved to complain and I was told, "I'm sorry but no worries you can always print out another set by logging into your online account". Well, that is not the point at all! The point is our 2024 W2's are ****************** Action). The W2 form contains name, address, social security number and annual salary for the employees in our company. It is unacceptable that these documents were carelessly left on the front door step of an empty building to be lost to the wind or worse to be stolen by a passerby. I am submitting this complaint in hopes the company will change their procedure. I have not yet decided if we will remain with Isolved or if we will look for an alternate payroll provider as at this point I have lost all confidence in their ability to safeguard our confidential payroll data.

  

  Business Response

  Date: 01/24/2025

  Thank you for your feedback, we are working internally and with our vendors to solve for this issue, as our shipments are defaulted to Signature preferred, not required.  Although it is an isolated event, we take it very seriously and appreciate them bringing it to our attention. 
  
  Thank you,

  Customer Answer

  Date: 01/24/2025

   
  I am rejecting this response because:

  I am not surprised they did not respond to the BBB correspondence. The Isolved representative told me it is not their fault this occurred. They say it is Fed Ex's fault. However, it was Isolved that selected the delivery option when they booked the shipment of our W2 forms thru Fed Ex. Isolved should have selected the option that requires signature for the delivery of the package considering the confidential nature of the contents. Then Isolved told me I should have elected for electronic delivery of forms. However, Isolved never offered me the option of physical or electronic delivery of forms, if they had offered me a choice, I would have elected electronic delivery. In my opinion, ISolved did not safeguard our payroll records in a fashion that provides confidence to the customer. ****************** needs to know their policy and procedure is sub-par and needs to be changed so that this does not happen to anyone else. Isolved has not apologized or taken any responsibility and that is unacceptable. 

   

  
  

• Initial Complaint

  Date:01/04/2025

  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.

  My employer signed up to use this company for its healthcare reimbursement service. I have to create an account with them to be compensated for a part of my healthcare premiums. For a half of month, this company refuses to answer phone calls to set up an account. I have tried online and it says unavailable and to call them. When you call them, you are just on a permanent hold that lasts for hours and hours so you just have to hang up after that. They provide an automated option for them to call you back which I have also attempted and weeks later still no call back. I know this time of year is probably busy for them, but 3 weeks and still cant get any resolution is unacceptable. I have to pay ******************************************************************************************************************************************** a lot of money not being able to set up my account so my employer can reimburse me. I dont know what else to do at this point as this company is impossible to get ahold of. If they know this is a busy time, they should be held accountable to properly staff their poorly run company to avoid such ridiculous delays. At this point I dont know if this company is even legit or not as I have yet to speak to anyone from it.

  

  Business Response

  Date: 01/23/2025

  Hello *****,
  We sincerely apologize for the delays and frustration you've experienced. 
  Your feedback is invaluable. Our team has been notified, and someone will be in touch to help assist you with this.
  Thank you.

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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.

  iSolved was my employer's provider for our FSA/DCA for 2024. I submitted my claim for 2024 in December but tried calling them first to ensure I was submitting it correctly. I have tried calling their customer service line probably close to a dozen times in the past two weeks and NEVER had a *** pick up the phone. In fact, after 45 minutes on hold, it automatically moves you to the "you will receive a call back from the next available customer service ***resentative" then hangs up. I have requested a call back probably 4-6 times as well and have never received a call.I have also emailed the customer service email provided multiple times, probably around half a dozen times, also with zero response.After I submitted my claim, it showed online that my reimbursement would occur on December 26th, it did not. Then it showed it would come through on January 2nd, it still has not come through (I am filing this complaint on January 2nd after close of business).I literally have been unable to get hold of anyone at this company to ask about what is happening or how to resolve this issue, and in the mean time, I cannot access the $5,000 reimbursement which I need to pay my bills.

  

  Business Response

  Date: 01/22/2025

  Hello ******,
  We sincerely apologize for the delays and frustration you've experienced. We understand how critical it is to access your $5,000 reimbursement, especially given your need to pay bills.
  Your feedback is invaluable, and we are taking immediate steps to address this issue.
  I have notified our team and someone will be in touch to help assist you with this.
  Thank you for your patience.

  Customer Answer

  Date: 01/22/2025

   
  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:11/20/2024

  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 signed up for their Attract and ************ and we no longer need the service as we are fully staffed, however I cannot cancel the monthly subscription. When I call the support service I am told they cannot cancel it and direct me to a company I have never heard of. When I attempt to contact that company I get no response.

  

  Business Response

  Date: 07/16/2025

  Hello *****,

  Were currently reviewing our records and working with our internal teams to locate your account and help resolve this.
  To assist with the search, could you please confirm the company name you were with when using our Attract & ************* That will help us narrow things down more quickly. Thank you. 

  Customer Answer

  Date: 07/17/2025

   
  I am rejecting this response because:
  

  The response was not timely. We were trying to get this resolved nearly a year ago. Since then they have been harassing us for a payment which we did not owe. Communication has stopped. 

  

  Business Response

  Date: 07/17/2025

  Hi *****,
  Im sorry for the frustration this has caused. Weve reviewed our records, and it shows that the service was terminated as of January 2025.
  We sincerely apologize for the experience youve had and appreciate you bringing this to our attention. Wishing you all the best moving forward.

  Customer Answer

  Date: 07/17/2025

   
  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:11/08/2024

  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 have been trying to get ***** of the company for my *** money. I have emailed and tried calling numerous times. I was supposed to have been sent a card to use my FSA money with, however never received it.

  

  Business Response

  Date: 12/02/2024

  Hello, our internal team has been working with them. They reached out to the via email.

   

  Thank you.