Complaints

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

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  TriNet

  1 Park Pl Ste #600 Dublin, CA 94568-7983

• 

  TriNet

  535 Mission St Fl 14 San Francisco, CA 94105-3253

• 

  TriNet

  5568 Gibraltar Dr Pleasanton, CA 94588-8544

• 

  TriNet

  2655 Campus Dr Ste 200 San Mateo, CA 94403-2521

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:03/22/2023

  Type:Order 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 have a 401k with Empower and have been trying to make a withdrawal from the 401k, as I was terminated from my job in January. Empower requires proof of termination from TriNet (who is the administrator on behalf of my previous employer) - 4 withdrawal requests have been made to Empower, all of which have been rejected because TriNet will not provide the paperwork showing I am no longer employed. Because of TriNet I am not able to withdraw my 401k funds, despite 2 months of attempts.

  Business Response

  Date: 03/23/2023

  We apologize for the frustration. We have confirmed that someone on our team is in touch with you regarding this issue. 

  Customer Answer

  Date: 03/25/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/15/2023

  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.

  I left my employer on 3/2 and moved out of state. My health insurance provider said that I needed to update my address to identify providers in network. I updated my address through Trinet on 3/2-3/3 and was told this was considered a life status change and I needed to reselect benefits. When I went to reselect benefits I didn't see an option to reselect health insurance only dental, vision and FSA. I didn't reselect any benefits and called Trinet. Trinet told me this was a systematic issue and opened case number ******** on 3/6 which would take 2-5 business days to resolve. This is a lot of time lost as I only have paid coverage until the end of March. I called back everyday and asked for a resolution to be expedited/for a call back as I was trying to make doctors appts. On 3/10 I called back again and was told I received an email that the issue had been resolved. This was frustrating as I had asked for a call back and I never even received this email. The issue was also NOT resolved. When I tried to open the benefits section of Trinet I received an error message. The rep didn't seem to know what the issue was so I asked to speak with a manager. Instead I was transferred to ******* in the benefits department who tried to resolve the issue but was unsuccessful. The final solution was to send the info via email to select manually. This was now under case number ********. I was supposed to receive all the health, dental, vision, FSA, options/costs and my previous plans for comparison. Instead I received an email stating that I selected a health insurance plan already and to please confirm that plan. I tried many times to ask for the information I was promised via email but it wasn't sent. I opened a new case w/ Trinet ********, as Trinet couldn't resolve the previous 2 cases. It's now 3/15 I have called Trinet multiple times and received no update and have been told no supervisors are available. I have left my info twice now for a callback and have not received one.

  Business Response

  Date: 03/20/2023

  Hi, this has been escalated and someone will be reaching out to you shortly. We apologize for the frustration. 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19599078
  
  I am rejecting this response because:

  Trinet was unable to provide the compensation requested to cover benefits for the month of April. I lost a month of company sponsored coverage which will now cost me over $900 to maintain through COBRA and I was only reimbursed $102. I have also lost a significant amount of time dealing with this as I could not get clear information from the Trinet team and I had to call multiple times to follow up. In total I've had over 10 calls, 1 of which was productive. 

  I asked the Trinet team, which included an Executive Director of Benefits, what other creative solutions they could come up with to fairly compensate me for an issue caused by their organization and they had no suggestions, explaining $102 was all they could do. I tried to problem solve for them and asked if they could reimburse me directly for the cost of my coverage through COBRA and was told no that this would be considered earnings. It did not seem like any thought was given to any possible alternative solution and I again wasted another half an hour of time to hear no tangible updates. This is extremely disappointing considering this call was escalated to the Executive Director level. There are also seemed to be no tangible corrective action being implemented for the length of time it took for the Trinet team to get back to me. I asked who else I could speak to about this and was informed there was no one else as this had already been reviewed at the ******************** and was denied.

  This is extremely frustrating and unethical. I would not recommend Trinet to any company for benefits management and I will be reaching out to my former employer to ensure they are aware of this nightmare I have experienced. 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/25/2023

  Hi, we set up a meeting with the head of our benefits team (an executive director) and a senior customer resolutions specialist. They shared with her again that TriNet is unable to pay for her Cobra cost for the month of April. They also shared with her,again, that we did make an exception to refund her March premiums and that we worked on the back end to assist with her address change.  Per our benefits guidebook, if employment is terminated during an election period,you may not elect or make changes to your benefits after your employment termination date. We confirmed that she had access to the guidebook. ****** submitted her address change after her termination was submitted, however, our benefits team intercepted and worked diligently with ****** to push this through. We are sorry for her frustration. 
  
  

• Initial Complaint

  Date:02/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently diagnosed with hearing loss and was told I would need external hearing aids. Upon contacting TriNet, the *** firm LeadGenius has contracted with to provide benefits. The documentation from TriNet provided shows that external hearing aids are a covered item at 100% with no deductable. Upon contacting Aetna for confirmation, I was informed that I do not have coverage for external hearing aids.TriNet confirmed that I do indeed have coverage (See "EMAIL from TriNet) but they have no idea how to correct it.I would like TriNet to the job they are getting paid for and clear this issue up with *****.

  Business Response

  Date: 02/17/2023

  Hi *****, we have confirmed that our team is working on this issue.Thank you for your continued patience.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19405561
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/22/2023

  I didn't see a message but this is an issue we are closely working on and our team is in touch with the complainant. 

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19405561
  
  I am rejecting this response because: I escalated with Aetna; TriNet has done little. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/01/2023

  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.

  Trinet handles my company's payroll. We are a startup and recently just started our 401K plan. For the final paycheck of 2022, Trinet deducted the maximum amount from my paycheck as a pre-tax deduction towards my 401K. My net pay was $0. The problem is that my 401K plan has no record of receiving that money. I am told that our plan was not supposed to begin until 2023 and that there should not have been any deductions. I called Trinet and was told to call my 401K plan, who told me they have no record of the money and there's nothing they can do and directed me back to Trinet. I called Trinet again and spoke to someone who was very helpful and opened a case and provided a case number. She indicated that I might not hear back until Monday (the call was at the end of the business day on a Thursday). On Monday I heard nothing. I was busy and waited another week before calling to find out what was going on. I spoke to someone and gave them the case number. They could only tell me that the case was "still open". I expressed my disappointment because they have disappeared thousands of dollars and are not doing enough to find it. I was given the opportunity to speak to a supervisor and was transferred. After 20 min on hold, I hung up and went home. I asked our chief of operations to intervene, but he is being told there are privacy issues.

  Business Response

  Date: 02/03/2023

  Hi ****, we have confirmed with our team that this issue has been addressed and your refund is being processed. Please reach out to the customer support manager who contacted you should you need any further assistance. Thank you. 

• Initial Complaint

  Date:01/30/2023

  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.

  Trinet can become a terrible mess for employees who had a misfortune to join another company that also happens to use TriNet HR services.Trinet doesn't not notify or warn a new employee that this might happen, but you may find yourself forced to pay out of pocket for all your dental expenses even though you have dental insurance that they're deducting money for from your every single paycheck. Here is what happened to me. My old company was using TriNet HR services. Then I joined another company in the middle of the year, it's also using TriNet HR, unfortunately. The unexpected blow came at the end of the year and was quite painful. Like most people, I visited my dentist to utilize this year's dental benefits. I haven't used them since I started working for the new company, so I had the full coverage amount available for the year. Before treatments, the dentist confirmed with Metlife that the coverage amount was available. But when they tried to get paid, ******* denied that claim. Their argument was: they didn't see that I changed employers, they just saw that I exhausted that limit early in the year (under previous employer's old policy). They asked TriNet to confirm that I switched employers and I have that full coverage amount available.I filed a case with TriNet, asking them to send that confirmation to Metlife. They notified me that the case had been sent to the ******************** I waited for two months. In the meantime I was forced to pay full price out of pocket for all of my treatments. I asked TriNet for an update, several times. Nothing. Then after two months the case was quietly shut down and closed without resolution.This is a terrible way to treat your customers, the people you're claiming to provide HR services to. This not an A+ rated HR Service, this is a terrible HR service. I would only recommend to companies considering this "HR service" to look for another provider. Personally, I will try to avoid employers using this service.

  Business Response

  Date: 02/13/2023

  Hi ******, our customer resolution team has been attempting to get hold of you. If there is a better contact we can use to reach you than what we have on file, please let us know at ************************************* Thank you. 

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18948788
  
  I am rejecting this response because:
  

   

  The company did reach out to me via my work email - my complaint has been brought up to the TriNet Benefits Leadership Team's attention and is currently being discussed. I'm waiting for a resolution.

  I can be reached any time at my work email or my personal email provided to BBB.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/16/2023

  Hi ******, we have confirmed that our team is still actively monitoring this issue and working directly with the provider toward resolution. We apologize for the amount of time this is taking. 

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18948788
  
  Thank you, I appreciate the update.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/21/2023

  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.

  Every time I try logging in the ask for my social number and birth which is phishing.I need my W2 for taxes.By law thet should mail them. Since I been working I haven't been able to log in for the last 6 months. The password reset will not send and email to me or a text. I let it slide that I could not log in without being phising. The last time I called they reset it. Then right after that the locked me out of my account. I tried the password reset several time and no email or text. Please I need my W2's. I need to log in.

  Business Response

  Date: 01/23/2023

  Hi, TriNet mails out all W2s by the end of January, per IRS guidelines, to the mailing addresses we have on file unless the recipient has opted to only receive electronic copies. As a security measure, we do require you to supply identifying information on our secure portal to access personal information. Please call our employee solution center at ************** if you need help accessing your W2 online. They are available from 6 a.m. to midnight EST Monday - Friday.Thank you.

• Initial Complaint

  Date:12/13/2022

  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.

  My family member passed away on 09/24/2022. We received her final paycheck , issued in the name of the deceased person, and a payroll benefit processed by her employer shortly after notifying them of the death. The payroll benefit check was issues to her ex-husband who she has been divorced from for almost a year at the time of her death. I contacted the company and asked them to reissue to the estate of the deceased family member, provided them the *** documentation and the divorce decree as they requested. They froze both checks after I already deposited the check in her name, and now the bank is charging a bounced check fee. My complaint with TriNet is the lack of communication and the responsiveness of the "supervisors''. It has now been THREE MONTHS, since I have notified them of the issue, and I have yet to receive any kind of communication from a supervisor, which every customer service person states I will hear back from that day. No one who is "handling" the case is ever available, whether you call at 9AM EST or 9PM EST. If it is this difficult for me to get this information, I would hate to work for a company that utilizes TriNet because I would never get any information that I need. TriNet is not an HR company that works for the people, they work for themselves and you get what you get when they feel like getting it.

  Business Response

  Date: 12/14/2022

  Hi, we are sorry for your loss and the frustration you are experiencing resolving this issue. We are expediting this right away. A customer service lead will be reaching out shortly. 

• Initial Complaint

  Date:07/21/2022

  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.

  Trinet does not clearly provide info on Cobra once an employee has left a company.

  Business Response

  Date: 09/26/2022

  Hi ****, we sincerely apologize for the delay. We didn't receive a notification of this issue. If you still need assistance on COBRA, please email us at ************************************ and we will have someone reach out to you ASAP!