ComplaintsforAsure

• Initial Complaint

  05/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Business refuses to cancel renewal services. They did not offer renewal notices, and the sales people did not disclaimer the strict cancellation process. The issue is not that they need time to process a cancel of their services, the problem is that if you miss a very brief window precisely 60 days before the renewal they will not honor your request, and bill you for another year of services. They also refuse to remove my account form automatic payments, which will cause me to close my bank account to stop the recurring transaction. Look, I abided by the contract for 12 months per agreement, they never fulfilled their end by filing amended returns. I am simply looking to discontinue their services moving forward and do not wish to pay another year, or be penalized for not receiving a renewal reminder. They also provide very poor service, which is dissatisfactory when reaching out to them, another reason I do not wish to continue paying them . My resolution is simple, please discontinue my renewal, 5/31/24 and stop billing me for a renewal term. i do not wish to use your services any longer.

  Business response

  05/09/2024

  We appreciate your feedback and are sorry to hear about your dissatisfaction. At Asure, we strive for clarity and transparency in all our communications and agreements. According to our records, the terms and conditions of our contract, including the cancellation policy, were communicated clearly at the outset. While we understand your concerns, our team has responded to your queries through correspondence from multiple representatives, ensuring you were not ignored. Please reach out to us directly if you have any questions.

  Customer response

  05/09/2024

  Complaint: 21683358
  
  I am rejecting this response because:

  I am requesting cancellation of your services in advance of the renewal. Your response neither acknowledged this nor provided anything specific regarding the account. It is a vague statement you use across the board.

  The terms were not outlined and highlighted as the 12 month term was presented as necessary in order to have 941x filings processed, which was an additional fee. 

  The representatives did not reach out in a fashion to seek resolution, but in the same manner you have simply telling me I am wrong, using vague statements and wording to present yourselves as passive and calm, attempting to portray anyone complaining as the opposite. 

  I do not wish to continue your services and want my renewal terminated. Additionally, I have not received response back regarding removal of automatic payments, which I have requested more than once and have had no answer or confirmation. 

  Please cancel your services effective 5/31/24, and remove my account from auto pay immediately. 

  Please also provide 3 items:

  1) the contract with automatic renewal status

  2) the renewal notice!

  3) the direct debit authorization

  I do not know why you would want to FORCE a client to be a client, when they clearly want to terminate services. This is a termination request in advance of you providing any services, so you are not out time or money. 

  Lastly, I have tried reaching out direct, with no success. This is such a typical problem, no one even escalates to management. On CSR level employees have replied. The salesperson still yet to reply. 

  
  Regards,
  
  ***********************

  Business response

  05/13/2024

  We are sorry to hear our initial response was not to your satisfaction. We assure you these terms align with SaaS contract standards throughout the industry. A team member will contact you to provide further clarification and additional contact information should you wish to discuss the matter further. 

  Customer response

  05/14/2024

  Complaint: 21683358
  
  I am rejecting this response because:

  Again, no specifics, did not send requested info and still no effort to correct. Simply stating repeatedly that I am wrong. They paid no attention to the requests, nor acknowledged them. Further, STILL no communication to email or phone requests, in which they requested.
  
  Regards,
  
  ***********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I WAS REACHING OUT TO A COMPANY TO HELP ME FILE A ECONOMIC RECOVERY FOR OUR BUSINESS, THE BUSINESS I GOOGLED WAS CALLED **************, IMMEDIATELY A PERSON NAMED ************************* INTERCEPTED MY EMAILS AND SAID HE COULD PROCESS IT FOR ME, HE IS NOT WITH ************** HE IS WITH ASSURE, WHICH I NEVER REACHED OUT TO I PROVIDED ALL DOCUMENTS HE REQUESTED AND HE ASSURED ME HE COULD GET US A REFUND FOR OUR PAYROLL TAXES, BUT THE **** WOULD BE AROUND $4000 AND THE 1ST PAYMENT WOULD BE DUE AROUND OCT OR NOV. SO I ASSUMED THESE WERE THE **** THAT WOULD BE CHARGED FOR THE REFUND, I DISCOVER LATER ITS FOR SOME TYPE OF HR HANDBOOK, WHICH I HAVE NO USE FOR SINCE I NOW HAVE ONE EMPLOYEE AND WILL PLAN ON RETIRING THIS YEAR. I INFORMED THEM NOT TO PROCESS IT AND THEY SAID TOO LATE WE ARE TURNING YOU OVER TO COLLECTIONS AND THEY DID. I CONSULTED WITH THE *** AND THEY HAVE INFORMED ME THIS IS NOT AN LEGITIMATE PRACTICE WITH ERTC REFUNDING, I HAVE PLANS TO COMPLAIN TO THE *** ALSO ON THIS MATTER, AS I HAVE ALREADY CONSULTED WITH THEM AND THEY SAID THEY HAVE NEVER HEARD OF THIS PRACTICE WITH ATTACHING A HUMAN RESOURCE MANUAL. VERY UNSCRUPULOUS COMPANY.

  Customer response

  01/16/2024

  CORRECTION TO MY COMPLAINT:

   

  PLEASE NOTE THE COMPANY I AM FILING THIS COMPLAINT AGAINST

  ASURE

  405 ***************

  SUITE 1800

  ******, ***** 78701

  Business response

  02/02/2024

  Thank you for sharing your concerns with us. We have carefully reviewed the details of your case in relation to our services and the **** filing process and we strive to communicate the scope and costs of our services transparently.
  
  Upon review, we believe that the services provided, including the preparation of the HR handbook, were delivered in accordance with our stated terms and the information provided at the outset of our engagement. We regret any misunderstanding regarding the nature of these services and the fees involved.
  
  While we understand your position and dissatisfaction, we maintain that our practices are compliant with IRS guidelines and are designed to support businesses in securing their entitled benefits. We are committed to ethical practices and clear communication and regret that we have not met your expectations in this instance.
  
  Should you have further concerns or need clarification, we encourage you to reach out to us directly.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is *********************** from **********. I did business with ******************* at Asure Software. As my contract with Asure Software, **** would help me apply for Employee Retention Tax Credit. He would do all the paperwork and in return I have to pay 10% of the amount received from the **** And I wont be charged with any additional services or charges. I clearly indicated to **** that I do not need any additional services from Asure Software.I only received 50% of what was promised from **** through *** but was charged 100% fee (10% of calculated amount) from Asure Software.I did contact **** multiple times about this, and he assured me that he would take care of it. He told me that I do not need to contact anyone else, or I do not need to take any further steps. At this point, they withdrew the full amount from my account by monthly ACH. Even after withdrawing the full amount from my account, they will keep withdrawing money every month from my account until I give them verbal notice to stop charging me after I pay my 10%. So as of now, instead of 10% I was charged almost 20% since I only received 50% from the **** I have given them verbal notice and email notice so many times that I have received only 50% from *** and do not withdraw any more from my account.It should be ***** responsibility to inform his superiors about my intentions and conversations with him. I should not be charged extra for his lack of communication within the organization.At this point, I demand my money back from Asure Software. I learned from some other business colleagues that, Asure estimates higher refund amount from the *** only to get client and once they get client, they charge them as per that higher estimated refund amount even though the actual amount received from the *** is very low.

  Business response

  10/20/2023

  Thank you for bringing your concerns to our attention. We take all feedback seriously and have reviewed the specifics of your account in detail, in collaboration with our team. Based on our findings, all services and billing align with the agreements outlined in the contracts you signed with Asure Software. The variance in the expected credit amount was due to existing tax balances, which have been appropriately addressed. If you have further questions or require clarification on any points, we are available for a discussion.

  Customer response

  10/20/2023

  Complaint: 20734988
  
  I am rejecting this response because:
  They still doing ACH monthly payment which  need to be stopped 

  As mentioned earlier I paid 100% of fees and received only half credit.

  They want me to give another 60days of time for stop payment of ACH which does not make any sense It looks like FRAUD to me. I spoke with my sales rep **** number of time about cancellation and it looks to me he didnt forward message to cancellation team so its not my problem or fault.

  Regards,
  

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

  Business response

  10/30/2023

  We have thoroughly reviewed your account and the concerns raised in your complaint. Our records indicate that on September 7, 2023, copies of the signed contracts associated with your account were sent to you for your reference. These documents outline the terms and conditions of our agreement. It is important to highlight that the procedure to stop ACH payments is standardized and applies to all our customers uniformly, ensuring a fair and transparent process. This procedure requires a 60-day written notice prior to the end of the Initial Term to ensure all due diligence is conducted and necessary verifications are made to safeguard the interests of all parties involved.
  
  If you require any additional information or clarification regarding the contractual terms or the process involved, please do not hesitate to contact us. We are here to assist you and are committed to ensuring that your concerns are addressed.

  Customer response

  10/31/2023

  Complaint: 20734988
  
  I am rejecting this response because:

  Asure is refusing to even consider what I am trying to communicate here. I did not receive full 100% credit as promised but was charged by Asure as if I received the full credit. I need my fees back for the credit amount that I haven't received but have been charged by Asure.

  I was in constant contact with Asure sales rep **** who was keep assuring me that he has closed my contract and everything and I won't be charged. It is not my problem that he might have missed to communicate my intentions to higher level managers at Asure. **** is only contact person for me to communicate.

  Regards,
  
  ***********************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  October of 2022,*************************,a from Asure contacted me asking to file our ERC claiming that he could help us maximize our returns at the lowest cost to us.He was willing to reduce the fee charged from 15% to 7.5% due to the volume of our refund. He assured me that we would only pay once we got paid from the ***.I received an email with an invoice with a due date on it.So, I e-mailed him saying that I received an invoice with a due date.He told me not to worry about it and e-mailed me saying,we do not take anything until after the funds have been issuedWhile we waited, his collection department kept calling me weekly asking me to pay the full fee amount. His name was ***************************He said that if it was his business, he would pay the full $100,000 fee before he got paid by the ***.He said thats the way he operated.He liked things clean, indicating that the way I was doing things was not. I told him only a fool would pay $100,000 fee without receiving the *** money.He said OK, but continued to call me every other day for months to ask for the fee before I received the money and I continued to deny him. Eventually, I received some checks, about 30% of what we were to receive, and I paid 7.5% of the amount received.********* Holiday continued to call me for the rest of the fee stating that I should do things cleanly and pay the fee before I received the rest of the *** money.I continued to deny him.After many calls, on September 28th,I checked my account, and they took the rest of the fee from my account without telling me. The collection department said that I had to pay the full amount regardless of what the sales rep had told me.I **** them the snip of the email where I confirmed with the sales rep that we would not have to pay until the *** funds were issued to us, but they said that it didnt matter.Now *****, his manager and ********* are all avoiding my calls.I set a calendar meeting with *****'s link and he didn't show up for the meeting.

  Business response

  10/10/2023

  We are very sorry to hear about your ERTC billing issue and sincerely apologize for the frustration you've experienced. Our team has prioritized this dispute and is actively working toward a resolution. We will follow up promptly and ensure your concerns are properly addressed. 

  Customer response

  10/10/2023

  Complaint: 20698743
  
  I am rejecting this response because:  I need this money to run my business.  I appreciate that you guys are working to get this resolved for me, but you guys took $55,000 from my account without telling me and I can't even pay my employees.  This is the worst thing to happen to me in my 13 years of business.  ************************* told me that if I worked with you guys, I would only have to pay once I was paid by the IRS.  I'm still waiting for the money and you guys took all the fee before I got paid.  The worst part of all is that you guys kept calling me and pressing me to pay the full fee before I was fully paid and I said, "NO, I'll only pay once I get paid as ***** had explained to me."  Your collector ************************** kept saying, "if it was my business, I would pay the full fee upfront before I got paid because I like to do things cleanly."  I let him know that I didn't care how he liked to do things and that I wouldn't pay until I got paid as agreed upon.  Regardless of my response, he continued to call my weekly asking me to pay the full fee.  Eventually, he stopped calling and just TOOK IT FROM ME by ACH.
  
  Regards,
  
  ***********************

  Business response

  10/10/2023

  Our team has reviewed your complaint and determined the collection that took place was in alignment with your contract terms. Our records reflect the *** accepted the amended returns and issued payment to your business for quarter 2 2020, and quarter 1-3 of 2021. Per your contract, Asure is authorized to collect the quoted fees within 10 days of filing the amended returns. We apologized for any frustration you experienced and hope you understand our position on upholding the terms of your signed contract.

  Customer response

  10/10/2023

  Complaint: 20698743
  
  I am rejecting this response because: It's ludicrous that you guys are taking the payment prior to me getting paid.  I attached the email where ************************* confirmed we would not have to pay until we were paid by the IRS.  I confirmed this with him on the phone and by email.  He said, "we do not take anything until the funds have been issued to you from the IRS."  Our agreement was that you would receive a fee of 7.5% of what we were paid.  We were paid a total of $502,290.23 from the **** meaning that you are taking a fee of ****%, $93,095.41.  

   
  Regards,
  
  ***********************

  Customer response

  10/27/2023

  Complaint: 20698743
  
  I am rejecting this response because:

  After their sales person promised me that I would not have to pay them for the *** filing fee until I got paid out by the **** they took the full fee without informing me after imploring me for months to make the full payment before I was paid out by the **** They called me every week asking me to pay ahead of time and my answer was always, "NO." One day, the money was taken from my account by ***, about $93,095.41. That was only part of the problem. Now, I am asking them when will the rest of the *** funds will be sent to me, but they are completely ignoring my phones calls, e-mails, calendar ********* Teams meetings (which they have on their e-mail signature) and voice mails. When I show up for the online meeting with various ***** ************************** *******************, ***************************** they all simply don't show up to the online meeting. I'm just waiting for them to show and sending them e-mails asking where they are and they never respond. All I want is a response telling me the status of the refund. They already took the whole filing fee. The least they could do is keep me updated on the rest of my refund. The agreement states that their fee would be 7.5% of the refund. I only received $502,290.23 but they took $93,095.41. That's an ****% fee which was not what we agreed upon.  Desired Resolution:  Contact by the business
  
  Regards,
  
  ***********************

  Business response

  10/30/2023

  We sincerely apologize for the frustrations and inconvenience you have experienced. Our team has carefully reviewed your complaint and the details surrounding your situation.
  
  Upon examination, we determined that the collection of the *** filing fee was conducted in alignment with the terms stipulated in your contract. Our records indicate that the *** has accepted the amended returns and has issued payment to your business for quarter 2 of 2020, and quarters 1-3 of 2021. As per the terms of your contract, Asure is authorized to collect the quoted fees within 10 days of filing the amended returns.
  
  For any immediate concerns, please contact our support team.

  Customer response

  10/31/2023

  Complaint: 20698743
  
  I am rejecting this response because: based on the contract with Asure, we agreed upon a 7.5% fee (screen shot attached).  You guys have taken ****% of what I received from the IRS.  That is not what the agreement states.
  
  Regards,
  
  ***********************

  Business response

  11/07/2023

  Upon thorough review of our records and the terms of our agreement with you, we affirm that the fees assessed are in strict adherence to the contractual agreement you signed. We have taken multiple steps to ensure clarity and transparency in our communications regarding our fee structure and the invoicing process.
  

  In October 2022, you were invoiced as per the agreement's stipulations, which, as we have previously discussed, do not state that fees will be drafted only upon the receipt of funds from the **** Instead, the agreed-upon percentage applies to the amounts as they are processed in accordance with the services provided by Asure. For your reference and clarity, attached is the pertinent section of the contract you signed.

  This section clearly delineates the terms under which the fees were to be calculated and charged. Based on the *** transcripts, it has been confirmed the *** has issued refunds related to our ERTC filing on your behalf. Thus, our fees were correctly applied in accordance with the contractual terms. 

  If you require further clarification on this matter, please feel free to contact our customer service team who are more than willing to assist you. 

  Customer response

  11/07/2023

  Complaint: 20698743
  
  I am rejecting this response because: The agreement was that you guys would take 7.5% of my refund, instead you guys have taken ****% of my total refund.  You also state that I can reach out to customer support but I have left ***** messages, 20+ e-mails, set up 5-6 calendar meetings that no one showed up for.  You guys haven't responded to ANY type of communication to the point that I had to create new phone numbers through ****** voice and finally ********* picked up and told me that he would have someone call me back and nobody did.  Now, I see that ********* no longer works for you guys.  I have attached the multitude of e-mails and calendar appointment images that shows that your team has been avoiding me.  Please have someone call me.  It has been a month since your so called customer support team has answered me.  That was ******, who said he work work on refunding me the fee.  I attached emails showing all the communication you guys have not responded to.
  Regards,
  
  ***********************

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Asure was handing our ********************** LP) payroll. After numerous mistakes, we decided to switch to a different company. One of the mistakes, which we found out about later, was they failed to file the School District Withholding return with the **** **** of ******** in 2021. We notified them of this error and provided them with the documentation from ****. After numerous followup on our part, and the passage of almost a year, we finally received an email from a ************************************* email address, dated 2/7/23, that contained a computer generated spreadsheet. On the spreadsheet with Client ID listed as *****, it says they had "completed request". I assumed that meant they had paid the tax and penalty. However, on 2/24/23 I got an email from **** **** of ******** showing the tax had been paid, but not the $500 penalty. I emailed this on to Asure on March 7th and have heard no response. The penalty goes up if not paid in 60 days, which is 4/24/23. As of today, 4/11/23, I still have heard nothing back from Asure. The only name we have is *****************************, which was copied on an email. I sent out another email this morning, but have heard nothing.

  Business response

  04/13/2023

  Hi ****, 

  We apologize for the negative experience you had with us. I forwarded your message along and Asure will be following up with the agency on the abatement request for late filing. If it's not abated, Asure will be remitting payment directly to the agency to resolve the amount owed by 4/14/23, and you will not be debited. You will also be receiving a notification from us. Thank you.

  Customer response

  04/17/2023

  Complaint: 19922598
  
  I am rejecting this response because: no notification was sent to me that Penalty of $500 was paid on 4/14/23, as stated in the response.  I have no way of knowing whether penalty was paid or not. 
  
  Regards,
  
  ***************************

  Business response

  04/17/2023

  Hi ****, I attached our communication that went out this morning for the paid penalty. Please let me know if you have any additional questions. 

  Customer response

  04/17/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I allowed Assure to begin processing my payroll after my previous cpa retired, beginning September of 2022, and there were taxes due for prior payroll. I told this to ******************************* and even texted it twice that these taxes would be due and I expected them to handle it. Nobody at this company has even acknowledged that I told them this even though I have repeatedly shared the texts with them. They just ignore these texts. They are blaming this situation on me and my prior payroll company. On November 26th I received a letter from the irs saying taxes have not been paid for September 15th or October 17th. Assure has not given me any explanation why taxes for October were not paid, but they blame the September taxes on my previous cpa despite my telling them they were due. Had Assure handled this professionally, admitted a mistake, and handled the situation promptly, then it would be fine. But this took multiple calls over two weeks, multiple emails, their not answering questions, not explaining, and in the end, they were still a day late processing my payment. It took great effort on my part to get this taken care of and they were shifting me around from one person to another and really made it difficult. I also had to pay $500 to a cpa to verify if the payment tax amount due was correct because Assure could not provide me with that information. I made the decision to hire another payroll company and quit Assure because of my dissatisfaction. The problem is, they are saying I owe them for a full year contract. I was confused the whole time I was filling out the paperwork. It was a complicated process and I was unaware I would owe them for a year even if I was unhappy with their service. Had they handled this situation properly, I would not have fired them. They still have not even admitted that I told them twice in text messages that these taxes were due before services commenced and they still have not explained to me why they ignored that.

  Business response

  03/09/2023

  Summertime Heat and Air previously raised concerns about Incorrect Tax ********* **************** Requests, and *** Log In updates. Asure apologizes for any inconvenience that the Summertime Heat and Air may have felt. Once Asure was advised of any concerns, we made sure to address them quickly.  We thank you for bringing this to our attention so we can try to work through any outstanding issues.
  
  Asure inherited a tax issue from Summertime Heat and Airs previous payroll provider who was his ***. The business *** was retiring and would not be providing future tax services or payroll. According to the previous ***, the business owed back payroll taxes. The business owner stated he could not reach his previous ***, so the taxes did not get paid prior to setting up his account with Asure. We advised Summertime Heat and Air that Asure would make an exception and collect and pay the inheritance tax issues with Summertime Heat and Air. Asure assisted in helping fix the previous tax issues. The business owner also had a few concerns regarding communication between him and his CSR at Asure so as per his request we swiftly made the change. A few weeks later, the business owner asked for the *** login to be updated and Asure sent the paperwork needed to set up new *** access. Once the paperwork was received, we resolved the *** login as requested. It is our understanding all concerns have been resolved.
  
  If the business owner has any additional questions or concerns, please feel free to contact Asure. 

  Customer response

  03/09/2023

  Complaint: 18687229
  
  I am rejecting this response because: My concerns were not addressed swiftly. In fact, it took ten days for me to have any response to the initial problem and the payment was still made a day late. It took over two months for this BBB complaint to be answered. Thats not very swift. This issue had nothing to do with an inheritance tax or any problems with my previous cpa. This resulted from an issue caused by Assure because I told them twice by text that I had taxes due at the time I hired Assure. Assure did not do what I asked of them, so I fired them. We did get a hold of the previous cpa who sent all the documents to Assure which showed that taxes were due. This response has not addressed the root of my complaint which is the payment for the remainder of the year they have demanded. Now that they mention the login issues my current cpa experienced, that is another example of the many problems I had with this payroll company. Also, I had to pay my current cpa $500 to research the problems caused by the failure of these tax payments because Assure was not providing answers.  In addition, I recently received an email that they had some kind of transmission issue resulting in more late payments to the **** which they promised to correct. . And although Assure blames me and my previous cpa for the payments not made in September (which I told them were due) they have not explained or accounted for the tax payments they failed to make for October. I have had none of these kinds of problems with my current payroll company. Everything has been smooth sailing since firing Assure. I feel that I had a right to fire them, and it was necessary to fire them, and it is not fair for me to continue paying for their service without using it, with all the problems I had with them. 
  
  Regards,
  
  ***********************

  Business response

  03/16/2023

  Asure takes great care to ensure that important matters such as this are properly managed. Due to the customers experience, we have clearly not succeeded in meeting your expectations. In light of this, we have decided to no longer enforce the contract, which we hope will be acceptable to you. Please contact Asure should you have any further causes for concern.

  Customer response

  03/17/2023

  Better Business Bureau:

   

  Yes. All is forgiven and we are square. Thank you. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** Payroll / Asure Software was my payroll company. They failed to pay my *** Payroll Taxes for the 2nd Quarter 2022. ******************** billed me $128.72, which includes interest for the late payment of this tax bill. I've inquired with the company, but they have failed to provide me with any information why they didn't pay my taxes that they were responsible for. I'd like them to give me a reason and then refund me the taxes they collected from me and then did not pay to the State. I want them to stop ignoring me, which is their habit.

  Customer response

  12/12/2022

  Better Business Bureau:
  
  My complaint with them has been resolved.
  
  Regards,
  
  *********************************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Your *************************************** customer service staff are rude and unprofessional; they always ignore my emails!

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on quit my job at the end of August, 2021 and took the dental COBRA plan with coverage beginning September 1, 2021. I have made all monthly payments to date ($117.52 per month for family plan). Charges have been filed by dentist in November and December 2021. The charges have been denied due to non-coverage. I now have a dental **** waiting to be paid. I have called customer service numerous times to get his resolved. During the **** I have called, I have only reached a live person one time. She indicated that she could see that all payments had been received and my account was current. However, she said she would have to check into why the charges are being denied, because everything looked good on her end. She said she would return my call after investigating the issue -- that has been 3 weeks ago and I have heard nothing. I have emailed also to their customer care email 2 times, but have yet to receive a response. This is beyond frustrating. If I had all the money back in premiums I have paid, I could easily pay my dentist **** that has accumulated over their denial.

  Business response

  03/01/2022

  We would first like to apologize for the negative experience this employee has had with Asure. We pride ourselves on our customer service and take negative feedback very seriously.

  We are currently showing you enrolled in the dental plan effective 9/1/2021 (this was also verified with Sun Life Dental) and you are currently paid through 2/28/2022 with your next payment due for March. You have a 30-day grace ****** until 3/31/2022 to make the March payment.

  
  We show we responded on 2/9/2022 indicating that coverage was paid up to date and the reason your claim *** have been denied was due to the provider submitting it to the carrier during the time when your coverage was in the process of being reinstated.  Please have your provider resubmit the claim.  
  
  Our customer care line is ************ should you have any further questions.
  
  You can also contact ************************* at ************ as well if you have trouble getting through.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is handling, or rather supposed to be handling, our **************** As with others, we received our forms a few weeks before we termed out of our employer coverage. We filled the forms immediately and sent them, along with the first months premium the same day. Several weeks later, after having to pay cash for a prescription due to no coverage we began trying to contact Asure. We have had several day of being on hold and leaving a return call request as prompted by their system with not return call and multiple emails that have remained unanswered. We even reached out the the employer who could not get better results. Finally, my husband was able to speak to a person and she said they had not received anything from us. We immediately sent them the paperwork again via email and also paid online as she had provided information to do so. When my husband asked her to verify we had been activated, again no one responded. Again into the hold pattern/request for callback/no return call and several unanswered emails. Once again, he broke through and was able to speak to the same woman again. She verified that she had received the paperwork and she contacted the carrier while he was holding to verify that we were active. She also verified that she had the numerous emails I had sent but hadnt responded to. He requested that she do so. Later the same day the check I had sent originally had cleared our bank account. Now we have paid for two months of insurance coverage and I sent yet another email requesting that she confirm we have paid for November and December. Here we are, days later and I have received nothing. This company lacks any professionalism. I am worried that our payments are not being forwarded to the appropriate place and that when the time comes for something more than a cash out of pocket expense for a prescription, we will find that we are without any coverage. There seems to be no way to get a clear answer from them.

  Business response

  12/02/2021

  We would like to apologize for the negative experience this customer has had with **********************. We pride ourselves on our customer service and take negative feedback very seriously and want to make every effort to make it right.   

  
  Enrollment paperwork was received in our office via email on 11/4/2021 and the online payment was made by the member on 11/5/21.  Enrollment was processed, payment applied and the carrier was notified on 11/8/2021 which falls within our 7 to 14 business days processing time frame. 

  
  An automated response was sent to the member on 11/4/2021 from when they sent their enrollment via email confirming a ticket was received for processing.  Ticket # ******** and the call center team also responded to the ticket on 11/4/21 @ 10:42 am providing an update that we had not yet received payment and provided online payment instructions.  Another update was added to the same ticket on 11/4/21 @ 11:11 am providing receipt of online payment made on 11/4/21. 

  
  Some of the confusion is that 3 other tickets were created by the member via email and those were merged into the original ticket created and we were updating the original ticket that had been created, so to the member it may have appeared we were closing out their requests, when in fact, we were still updating the original ticket created.  In speaking with the call center team, since they had spoken with the member on 11/8/21 and 11/15/21, they had updated the original ticket with the notes from the call with the member and closed out the tickets as resolved based off the conversations that had taken place.  

  
  We spoke with the member on 11/10/2021 when they called into our call center and we confirmed we were showing them enrolled in our system and that the reinstatement information had been sent over to the carrier on 11/8/2021.  The member also called into our call center on 11/15/2021 and we verified with the member that the coverage was paid through December. 

  
  We have had longer than usual hold times due to the time of year that it is and this is stated on the main recording when the callers call into our call center.  We apologize for any frustration or inconvenience this has caused.   

  As of this week, we have verified all carriers have verified coverage was reinstated retro back to 11/1/2021. 

  
  If there is anything additional clarification needed, I am happy to personally reach out to the member to assist. - Heather *****, Benefits Operations Manager  

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