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 10 locations, listed below.

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  isolved, Inc.

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

  
• 

  isolved, Inc.

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

  
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  isolved, Inc.

  3600 Digital Dr Ste 200 Dubuque, IA 52003

  
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  isolved, Inc.

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

  
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  isolved

  5030 E Sunrise Dr Phoenix, AZ 85044

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/14/2024

  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 was my Health Spending Account provider. My company changed providers. Because my company changed providers, I had to rollover my HSA account. I sent them a pre-populated form with the pre-populated address. They incorrectly addressed the envelope. It was supposed to go to an address in **, but they addressed it to an address in ******** check was for $2300+. They are now saying protocol is to wait 30 days for the post office to return the check. If it's not returned, then they will cancel the check and issue another one. In the meantime, I'm out the $2300. No one is helping me. It's a dead end.

  

  Business Response

  Date: 04/09/2025

  Hello *********,

  Someone from my team emailed you a copy of the cashed check on 4/26/24 via email correspondence.

  Please let me know if there is anything else I can do.

  Thank you!

• Initial Complaint

  Date:02/06/2024

  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.

  Be careful with Isolved. They will shut down your access when services are up and running without trouble. All employees will lose access on payday creating a nightmare scenario for your employees. **** left the employer account, didn't make it to employee accounts, and access for employees cut. Not once, not twice, but three separate times. . . . Be careful employers. You've been warned

  

  Business Response

  Date: 02/13/2024

  We are familiar with ***************************** (Customer).

  Legal was made aware of a problem with Customer, who violated the terms of their contracts(s) with us and was reacting unreasonably in a malicious manner to harm isolved in response to isolved enforcing the terms. isolved strongly disputes the accusations and provides the following contextual information as evidence. Please see attached.

• Initial Complaint

  Date:10/03/2023

  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.

  On 8/11/2023 Isolved debited incorrectly and unjustly $1440 from my checking account. After hours of back and forth with the company i was told via phone and email that I was correct and should not have had that debited from my account. On 8/22/2023 i was emailed that they needed to confirm my account # so they could use for the credit. I confirmed on 8/22/2023. I called with no response. I emailed on 8/30/2023, 9/15/2023 & 9/16/2023. No response. On 9/20/2023 I spoke with a ******* who said she would look into and I told her i expected an answer by the following day. On 9/21/2023 I received a call from *************************** that i would have my credit no later than Wed, Sept 27, 2023. That day came and went and I still have not received the credit. On 9/28/2023 I was told sorry its not showing up, but its still being processed. I have been lied to and played by this company, It is now 10/3/2023 and I am still out my funds. I am losing interest on my money that was incorrectly taken from me. I want a formal complaint and a response from this company.

  

  Business Response

  Date: 10/03/2023

  Here is what I found.
  
  Client decided to leave isolved but had signed a contract with us.  The remainder of the contract was $1440.  We charged the client for this on 8/11.  We then decided to waive the fees since there were some service issues on our end.  A credit request was submitted on 8/22 to give the client the money back.  The client reached back out on 9/20 looking for the credit.  ********************* reached out to ****** to get it approved. The client then reached out again on 9/27 looking for an update.  ****** reached out to the client on 10/3 saying the credit will hit the account on 10/5.  I am not sure why the credit took so long but that is the story behind her response.
  
  Please let me know if you need additional details.
  
  Thank you
  

• Initial Complaint

  Date:08/29/2023

  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 had cobra from my former employee beginning 08/01/22. I've paid my account every month until it was canceled. They accepted my payment in July, but my former employer changed cobra carriers 07/01/23. I wasn't able to pay for August online, so I called them, and that's when I found this out. So I was told by isolved that I didn't have coverage in July, even though they accepted my payment. I had dental work done in July that was approximately $2200, and they didn't pay one cent. So now I'm being told there's no refund coming, AND I also had to pay the entire dental bill myself, when I was supposedly covered. They also screwed me up in the beginning when I made the first 2 payments of $926.33 only to find out WHILE AT AN APPOINTMENT that I didn't have coverage. Was I covered in July or not? If yes, then they need to rectify my dental and medical expenses. If no, then I want the payment returned to me. They're trying to s**** me over with either option.

  

  Business Response

  Date: 08/30/2023

  *********************** is a former employee of our former client C9947311 *******************.  ****** elected COBRA coverage in August of 2022 and kept the coverage current.  The client, *******************,cancelled our COBRA services as of 6/30/23 and it appears they did not communicate with ****** in regards to the vendor change.  ****** then processed a payment to isolved for their July 2023 COBRA premiums which isolved accepted.  *** standard practice, isolved sent those funds to the former customer.  We have explained to ****** that the her former employer and our former customer has the funds and should have provided the new COBRA vendor with her information to maintain their COBRA coverage with the carriers. We did speak with the former client contact on 8/29/23 to explain the situation and that they needed to provide ******* payment information to their new COBRA provider so that they can continue the coverages that ****** had.
  
  Attached are the dates and notes of the interactions with ****** at the beginning of the month and the client yesterday.

• Initial Complaint

  Date:07/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested to have services discontinued. Was told we were in an agreement. Sent information to requesting agreement NOT to be renewed. Charged us again. Haven't used the service since 8/2022. We just want to return the equipment, and have them quit charging us for nothing.

  

  Business Response

  Date: 07/17/2023

  In looking at the complaint and the evidence supplied by time clock user, it seems this matter was resolved via email. I have attached the case that was resolved on 7/17/23 when the participant emailed our support team asking to end their services with their isolved time product. The request was received on Monday, July 10th, 2023 at 10:58am and processed on Monday, July 17th, 2023 at 1:57pm. There is no record of this participant contacting us prior to this and that ties into the fact that the participant was continually billed. 

  Customer Answer

  Date: 07/18/2023

   
  I am rejecting this response because: Partial false information provided.  I do accept that I received an email yesterday that they accepted our request for termination.  Saying that I only requested it on 7/10 is not true, I requested this be done in October 2022.  I understood that we couldn't terminate until June 2023, that is why I never disputed the charges.  Also in October 2022 I requested an RMA to return equipment, I have been told on several occasions that I would get that, still no RMA.  I only filed a complaint after my correspondence with one of the representatives at iSolved saying we were obligated for another year since I didn't request termination within their 60 day timeframe.  I believe 10/22 would qualify for this.  Since I have the email to the agreement of terminating our agreement, once I see a credit issued for the July charges they made ($576.89), and the **** I will accept and close the case.  With the lack of follow-through from them, I would still like to keep this open for mediation purposes if that is acceptable.

   

  Thank you for your time.

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

  

  Business Response

  Date: 07/24/2023

  The *** number was provided to ***** on the July 19th.Information is below. I also see that there has been a credit requested for the client for the July invoice for $576.89. Ill see if I can get this pushed through today.
  
  Please ship the clock back to the address below.  Be sure to include the ** number *****.
  
  iSolved
  Attn: **#*****
  ********************************* Suite ************************************************

• Initial Complaint

  Date:06/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received claim checks from an account held with the company. The checks were rejected by my bank because my bank was unable to locate the account based on how the checks were printed. I reached out to iSolved who wrongfully informed me that the issue I was having could only be resolved by reaching out to my employer and having them look into the issue. My employer reached out to iSolved and determined it was an issue with how iSolveds checks are printed. A reissue was requested. The checks have not been reissued for two weeks. When I reached out to iSolved to follow up, there were no notes on my account about a reissue being needed. They sent me a lost check form, informing me that I would be charged a stop payment fee and a reissue fee for the checks. I did not lose the checks, the checks were not in good order by the issuer and I am not paying a fee to have them reissue another bad check.

  

  Business Response

  Date: 06/12/2023

  The delay was due to having to contact the customer and have them confirm that the check had been stopped on their end.  The customer does not use an ********************** bank account, but their own for the reimbursement checks.  The customer provided the ok to reissue the checks and this has now been processed.  ******************* has entered bank account information, so these reissues will be processed as electronic deposits into the account on file as requested.  ******************* should see these post to their account 6/12/23 or 6/13/23 based on bank processing times.
  
  4/14/2023 $1,538.48 CR CK **********
  
  4/28/2023 $192.31 CR CK **********
  
  Thanks,

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because: I was never asked to confirm the checks had a stop payment. ISolved said they were waiting for my employer to confirm the funds were available for reissue. No communication was provided to me or my employer on the reissue so we were all unaware that the reissues were in process. The company lacks basic customer service communication skills in terms of following up with promised return calls and no communication with me or my employer. I accept that the reissue has been processed and will be confirming the deposit is made timely; however, the fault is ENTIRELY on iSolved for issuing checks that **** of America (and I assume most large banking institutions) cannot accept and for iSolveds inept all-around client-facing representatives.

  
  

• Initial Complaint

  Date:04/24/2023

  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.

  We are a local government entity and contracted our payroll services with a small local company AAP. They were bought out by iSolved HCM about a year ago and we began having payroll issues. After speaking with our district manager we deduced to stay with the service and issues continued. We signed a contract with another payroll service and need reports to send to the other company. I sent the request and now they want to charge us for the reports which they have NEVER done before. We are still under contract. This is unacceptable and one of the many reasons we are leaving. I was sent an email from a customer service rep last week asking to reach out if we needed any further reports and now no response. After a week, we called and now they want to charge us for the reports.

  

  Business Response

  Date: 05/05/2023

   

  We bill clients if they ask for us to email report packages to them. This policy is designed to encourage clients to use self-service and to cover tour effort for compiling these reports. The client below came from AAP, which did not bill clients for emailing reports. We do make exceptions for clients to ease the transition after theyre acquired, but the client was quoted when speaking to a different representative on more than one occasion. We have offered the reports free of charge for as she transitions to a new provider as a show of good will.

  Customer Answer

  Date: 05/05/2023

   
  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.