Business Profile

Human Resources

TriNet

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for TriNet's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

49 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:04/09/2024
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 contributed money to a flexible spending account (***) through **********************. My company had layoffs and I lost my job. I tried to use the balance in the *** account and it was denied. I called Trinet and was told that the money I had paid into the *** was no longer accessible after the month of my termination. This was never communicated to me and is inconsistent to the information provided on Trinets website. Screenshots attached, showing an available balance of $299.38. By not communicating any requirement that only charges accrued through month-end of termination, Trinet has prevented me from following their stipulation and enabled Trinet to retain my money. By providing information on their website that contradicts their stipulation, they have added confusion and wasted my time, which I need to use toward a job search and freelance opportunities. As an HR benefits company, this is antithetical to the goal of the intent of human resources. Their website shows I have until Sept. 15 2024 to spend the balance of $299.38. Screenshot attached. I would like to receive the money that I contributed to the ***: $299.38 and apply it toward recent medical visits.
Business Response
Date: 04/17/2024
Hi *****, our team has reached out to you to discuss this further but it does look like you were correctly informed that only expenses incurred prior to 03.01.24 are eligible. Additionally, the termination letter you received includes a section around benefits and the *** piece would have been mentioned. Unfortunately, unless you had elected to continue *** election via COBRA upon leaving your employer, there isn't anything else we could do.
Customer Answer
Date: 04/18/2024

Complaint: 21550957

I am rejecting this response because it is false.
1. The separation letter does not mention that I will lose the *** money that I contributed but did by not have time to spend.
2. There was NO communication of the impossibly short deadline to use or lose *** funds.
3. Trinets website continues to show unspent *** funds as available.
4. Trinet has not reimbursed me for a medical charge prior to my layoff. Their website has show the reimbursement as pending for weeks.
Sincerely,

***********************
Business Response
Date: 04/22/2024
Hi *****, our rep has reached out to you several times via email and voicemail to explain the situation, and the *** FSA guidelines. Please reply to him and he will be happy to discuss with you further. Thank you.
Initial Complaint
Date:03/18/2024
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.
Unfortunately, as of 01/31/2024, TriNet has ended the program early (as of 01/31/2024). As you may be aware there is legislation in regard to the **** program. Bill HR 7024, which was introduced in the House on 01/17/2024, passed voting measures by the House. Which will then need to be signed by the Senate and the President. Given this bill would retroactively end the program back to 01/31/2024, TriNet finalized and completed submissions to the *** for compliant applications received prior to this date. As such, new submissions will not be accepted.Please know that the decision to end the program on 01/31/2024 was not made lightly, and TriNet continues lobbying efforts in case anything changes, but the deadline to have started this process has now passed. An email notification was sent out to customers who started the process (via signing the TriNet Amendment) and who have not delivered compliant forms before this changed deadline. I never received this email. This is thousand of dollars that I have lost. This is horrible customer service. There should be considerable notification making sure that customers do not lose access to this filing.
Business Response
Date: 03/25/2024
Hi ******, I have confirmed our team has a call scheduled with you today (Monday) to discuss this matter. Please let them know of any additional questions or concerns. Thank you.
Initial Complaint
Date:02/23/2024
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.
My company switched to TriNet Payroll in January of this year. TriNet is taking deductions from my paycheck that are not correct. They refuse to talk to me over the phone, they only reply to disputes via email.
Business Response
Date: 03/04/2024
Hi *******, we have confirmed our Benefits team has reached out to you to explain your retroactive benefits deductions, why they occurred and that they are correct. Please reach out to the Benefits team or our customer experience team should you have any further questions. Thank you.
Customer Answer
Date: 03/04/2024

Complaint: 21339022

I am rejecting this response because: the salary deductions are not correct. I did not authorize that amount to be deducted from my check and you are charging me for days/month I did not have coverage. I will also be filing a complaint with the *******************. And I will be seeking legal counsel to take this matter further.

Sincerely,

*************************
Business Response
Date: 03/07/2024
Hi *******, you were informed of the benefits deduction process during enrollment and that language was reiterated in our applicable plan documents, which were readily available to you. Further, we have confirmed our representatives have explained your employee benefits package and associated costs to you.
Customer Answer
Date: 03/07/2024

Complaint: 21339022

I am rejecting this response because: their explanation is incorrect. No one explained anything to me. No one met with me nor explained anyrthing to me. I was told by my employer I could register online for benefits. Nowhere during that process did it say I would be charged for a whole month that I didn't even have the coverage. And the amount I agreed to be taken out of my check is not the amount that was taken. Your charging me for an entire month that I didn't have coverage and a whole month before I even signed up. There is a reason TriNet has so many BBB complaints and every review online is negative. Your company is horrible. Your a bunch of liars and thiefs.

Sincerely,

*************************
Initial Complaint
Date:01/12/2024
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.
On 12/1/2023 TriNet sent an email letting us know they were implementing a new fee for "Platform Innovation" and to expect a $1,500 charge on our next invoice. We have an annual signed contract with TriNet, which was signed in October 2023. We have not agreed to pay any additional fees outside of our contract with TriNet. In addition to not authorizing the charge, they only gave us 30-day notice before charging ** for the new fee. Since TriNet is charging us a fee outside of our contract with only a 30-day notice, we want to report TriNet for unethical practice.
Business Response
Date: 01/16/2024
Hi ******, we have received your concerns and shared them with the appropriate team.
Initial Complaint
Date:01/11/2024
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.
In Dec. of 2022, I began a dependent care *** and HSA through my employer, administered by TriNet. After about a month, I noticed an issue with the amount being deducted from my paycheck. The *** and HSA deductions were far too high, such that they would exceed the federal limits. Over a series of chat messages, emails, and phone calls, no one at TriNet could tell my why the amount was excessively high and would not lower it to the proper monthly amount despite my requests, resulting in exceeding the federal limits on both accounts for 2023. Since *** funds are "use it or lose it", I expressed to the reps that this could cause problems for me. However, they repeatedly reassured me I would have until the end of the calendar year to use and submit claims for my childcare expenses. I had qualified childcare expense, proper documentation provided to my actual employer, but, being misled by TriNet on their deadline, did not submit these through their online portal until Nov. 6th. When I went to do so, they informed me that the $5K in *** funds they had taken out all prior to July 1 were forfeited because I hadn't submitted the claims in time, with my plan year ending in June. I appealed this decision but was told that this is federal law. In reality, I met all the criteria of the federal guidelines. What I failed to do was follow their own internal processes, processes they used to effectively steal my *** funds. Meanwhile they actually violated federal law by exceeding federal contribution limits during the first part of the year and then used the "forfeiture" of my funds to their own profit. Had they done deductions properly, I would have lost only $2,916.66. Had they not misled me, I would not have lost any of it. Annually, $3 billion in *** funds are forfeited and TriNet has clearly figured out how to profit from it. They claim to be a benefits company, but the only one benefitting is them.
Business Response
Date: 01/16/2024
Hi ********, we have confirmed that a member of our team is in touch with you regarding this issue. Thank you.
Initial Complaint
Date:01/11/2024
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.
I had Cobra coverage from Trinet via Cobra Complete and was notified 11/7/23 from a doctor that my insurance was saying it was no longer active. I called Cobra Complete and they didnt know what was going on. I then called my insurance carrier (Aetna) and they stated that the Voice group insurance had been canceled. I found out my company had gone out of business but no one had notified me that this would affect my cobra coverage. I called back to Cobra Complete and notified them of this and they said they would look into it. I requested a refund for my November payment as I would need the money to purchase new insurance. I was told a request would be filed via another department at Cobra Complete. I requested a call back from a manager but never received one. Ive now called 9 times requesting my refund but each time I get no answers and I still have not received my refund. I even called with a representative from the ********** of ***** on 12/13 who has offered to take this to his supervisor and escalate if things are not resolved. Below are the dates I have called requesting my refund and/or a call back from a manager.11/7/23 11/15/23 11/20/23 11/22/23 12/7/23 12/13/23 1/3/24 1/10/24 Im just now, (months later) getting notification that my coverage was terminated on 10/31/23 which is not reasonable notice of termination as required by the ********** of *****. I was told I would be receiving a refund but no one can give me an estimated timeframe and no managers have called me back. It has now been several weeks and I have still not received my refund.
Business Response
Date: 01/16/2024
Hi *******, we have escalated your issue and the team has reached out to your number on file to discuss how we may be able to resolve it. It looks like you may be a dependent of a client and if you haven't received our voicemail, please email us at social media at TriNet dot com with the name of the person you are covered under, their company and the best way to reach you. Thank you.
Customer Answer
Date: 01/16/2024

Complaint: 21126379

I am rejecting this response because:
My employer was Voice US LLC and I was covered under Zenefits and CobraComplete. You can reach me at ************** or *********************.

Sincerely,

***************************
Business Response
Date: 01/18/2024
Hi *******, thank you for sharing your information. We passed it along to a customer experience manager and she confirmed she has reached out to you and is awaiting a response as of 1/16. If you haven't received it, please let me know and I'll escalate again. Otherwise, she is investigating your issue and can help you. Thanks!
Initial Complaint
Date:12/28/2023
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.
I submitted Trinet Zenfits the request for previous-year payroll corrections on 2/13/23. After the case # was issued and emailed with the customer advocate, I could not receive any update for a while. I contacted through the original email w/ the case # and the support numerous times for 5 months. Only the replies I received from them were that the case was unassigned and my emails were not monitored. Finally, their senior tax specialist contacted us on 7/18/23. We paid $4K for their amendment service and we received the email from the specialist that the filing was done on 08/10/23 and the case was closed. As of 11/29/23, we had not received any response and the refund from state and fed and I contacted the Trinet support to obtain the filing update and the proof of amendment filing. The same tax specialist replied on 12/11/23. She checked with *** and said that the filing was declined due to outdated form ****. When she filed the corrections in Aug, she never mention us about this form but first she asked me when we returned Form **** as if it was our fault. At the end her explanation was When your original filings were sent. I was not aware that the *** would not accept the filings because the **** was several years old. For the state, she said she will get back to me within 24 hours. This was 12/13/23 and no proof was included. On 12/13 and 12/14, I asked her the proof of filing for both state and fed again and how to submit **** and resolve this amendment filing immediately. Our CEO also emailed her to set up a conference call for further explanations. These emails bounced back as not monitored and we could even no longer reach out to her. On 12/15/23 I contacted the support to tell that I can't get hold of the tax specialist and she needs to reply. The support said she will be informed so. As of 12/28/23 we have received no update and no proof and both the tax specialist and the case number vanished. It's been 11 months from the original request date.
Business Response
Date: 01/10/2024
Hi ***, apologies for the delay. We will escalate this ASAP and have someone reach out to you.
Customer Answer
Date: 01/11/2024
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.

Sincerely,

*********
Initial Complaint
Date:12/13/2023
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.
Our employer uses Trinet for payroll. However this company has a lot of marketing and no way to turn it off. So I'm forced to receive a lot of marketing from them. However since they are technically my employer if I block their email address entirely then I'm blocking emails from my employer.Some of the marketing emails coming from them have ties to outside sites, and it appears they are also selling our data. In the first attached email, you can see where they call this email essential communication, but there is nothing essential in that email. It is an ad.In the second email you can see how they have sold my data to Empower Retirement, LLC
Business Response
Date: 12/13/2023
Hi *****, our team has placed your email on our do not contact list and you should not receive any further marketing emails from TriNet. Please contact ************************************ should you need further assistance with emails. Also,you may be contacted by our contracted provider of retirement benefits for TriNet customers about your employer-provided retirement benefits. Again,please reach out directly if you need further assistance.
Initial Complaint
Date:12/12/2023
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.
11 days ago, our PEO, Trinet (www.trinet.com) announced that it was charging all customers a one-time "platform innovation fee", no exceptions. This fee was nowhere in our contract. I immediately replied to our representative that our company never agreed to this fee, and that it was bogus. Our rep alluded to the following clause in our contract as justification for this fee: "The Agreement, together with the items expressly incorporated herein,constitute the entire agreement between the parties regarding the subject matter and Our Services. No other agreement, statement,promise, or practice between You and Us relating to the subject matter of the Agreement is binding. Handwritten changes or additions by You to the Agreement are void and unenforceable regardless of Our execution of the Agreement. We may revise these Terms and Conditions with thirty (30) days written notice to You (except where a change is permitted without notice, as provided herein), including by posting revised Terms and Conditions online, and Your continued use of Our Services will constitute Your acceptance. If You do not wish to accept a change, You may terminate the Agreement immediately within thirty (30) days of any such change."11 days later, despite our protests, Trinet directly debited this charge from our account. ********************** has many customers all over the country, who are up in arms over this (*************************************************************************************************************************)There is no legal basis for debiting this money from our business account. I believe what they have done may be illegal. If not strictly illegal, then at least highly unethical. We demand restitution and an apology.
Business Response
Date: 01/12/2024
Hi *******, we have received your concerns and have shared them with the appropriate team.
Customer Answer
Date: 01/12/2024
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.
Initial Complaint
Date:12/11/2023
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.
Ive been on COBRA since 7/1/22 with a monthly premium taken directly from my checking account. I was able to get on Mass Health effective Dec 1, 2023, however at the time I thought I may be approved by Nov 1st. Knowing this I didn't want another payment taken from my bank account so In October, I logged onto Trinet & removed my banking info to avoid any more deductions. Unfortunately, they still took the money in Nov. (*This payment was for Dec coverage.) On Nov 29th, I called Trinet to find out how this happened. The rep informed me there is a glitch in the system and even though it appears like customers can make this change on the homepage there is actually a specific link you need to use to remove your data. She then gave me the link and helped me remove my data. I told her bc I didn't have an an actual approval notice from Mass Health yet could I cancel after 12/1. She stated that it was no problem and to call back in December when I had what I needed, and they would retro back to the appropriate date (11/1 or 12/1). Unfortunately, I don't think the rep was aware that it's Trinet's policy that if you pay your monthly bill on time (when youre supposed to) they will not reimburse unless you cancel BEFORE the 1st of the month. ) They will only backdate for customers who have not paid. Huh?On Dec 8, I called to cancel. Again, I asked if there would be any issue backdating to Dec 1. Not only was it not an problem, he told me its only an issue when customers start requesting to backdate several months back. Today I received a denial notice stating that I did not get my documents in by Dec 1 so my effective date would be Jan 1, ****. I called Trinet and spoke to a manager. I told her about the calls and the info I was provided. but she would not concede. She stated her reason was bc there was nothing about backdating in either reps notes. If I was informed on Nov 29th that I needed to cancel by Dec 1st to get my money back, I definitely would have.
Business Response
Date: 12/15/2023
Hi *****, we apologize for the inconvenience and have confirmed with our team that the issue has been resolved. Thank you for reaching out to us.

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TriNet is NOT a BBB Accredited Business.