Complaints

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

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  Zenith American Solutions Inc

  302 Knights Run Ave. Suite 1100 Tampa, FL 33607

• 

  Zenith American Solutions

  201 W North River Dr Ste 450 Spokane, WA 99201

• 

  Zenith American Solutions Inc

  PO Box 2265 Seattle, WA 98111

• 

  Zenith American Solutions Inc

  PO Box 900932 Seattle, WA 98109

• 

  Zenith American Solutions

  P O Box 157 Westminster, CO 80030

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:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband passed December 18 2024 and I have yet to receive his pension. Before he passed we filed all the appropriate paperwork so the pension would continue with no interruptions. They bombarded me with paperwork to a wrong address I have not lived in for 5 years. All the paperwork have been previously coming to the correct address until it was time to continue payments. I have called several times, filled out even more paperwork, and I was told everything was in place and my payment was in the payment center. That was three weeks ago. I was told there was no supervisor and I could not be transferred to the payment center. In the meantime I cannot afford to pay my bills. Direct deposit has been set and has not changed in five years.

  Business Response

  Date: 04/14/2025

  Ms. ******* was sent a condolences letter on December 29, 2024,which included several standard forms that needed to be completed following her husbands death and a list of documentation (including a death certificate)that Zenith required prior to issuing death benefit payments. Ms. ******* spoke with a Zenith representative on January 3, 2025, at which time she was clearly informed that the benefits she would receive were not automatically issued (which is the process regardless of any prior election of survivor benefits by the pensioner).  She was also advised that she would need to complete the forms Zenith mailed to her on behalf of the Trust and return those forms, along with the requested documentation, to Zenith.
  
  On January 30, 2025, Ms. ******* contacted Zenith again to ask why benefit payments had stopped. She was again informed that payments could not be made until Zenith received all required documentation. During this call,it was discovered that the paperwork had been sent to an incorrect address.Zenith confirmed Ms. ******** corrected address and promptly reissued the paperwork to Ms. ******** correct address.
  
  On February 5, 2025, Ms. ******* contacted Zenith with the same questions regarding why benefit payments had stopped. She was informed again that Zenith could not issue payments until Zenith received the required documentation. On February 18, 2025, Ms. ******* called again to advise she had returned the paperwork. She was told that Zenith was still going through its mail as the prior day had been a federal holiday. On February 20, 2025, ********** called again regarding the status of her benefits and frustrated with Zenith staff, yelling at a Zenith staff member about the situation.
  
  Ms. ******* also spoke to two separate Zenith representatives on March 5, 2025, regarding unrelated matters as she did not mention any missing payments or death benefits on either of these calls.
  
  Between February 14, 2025, and March 5, 2025, Zenith received several pieces of the requested documentation. As of April 11, 2025, we have received all requested documentation, except for a copy of Ms. ******** husbands death certificate. As Zenith staff have explained to Ms. ******* on multiple occasions, Zenith is unable to process a death benefit without a copy of the death certificate of the pensioner because the certificate is official confirmation of the date of death and certain other vital information. Upon receipt of the death certificate, Zenith will commence payment of Ms. ******** benefits, including all retroactive benefits, as quickly as possible.
  
  Based upon the above, Zenith respectfully requests that this negative comment be removed from its profile, as it is an inaccurate depiction of what transpired and the actions taken by Zenith to resolve this matter with Ms. ******** Please let us know if you require any additional detail in order to close and remove this matter from our profile.

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling Zenith American for several weeks and they are unable to provide Claim status anytime I call in. If you call in, they will always ask to schedule a call back within 2 to 3 business days, but the problem is they NEVER call back due to them working on overflow calls. I have so far been able to speak with a supervisor but I was only able to get 1 date of service from a total of 30 or more. This is absurd as they are not doing their job and they are affecting the lives and healthcare of people. They need to either get more employees or do something in order to be able to answer their own customer's phone calls for something so simple as a Claim Status. I can attach all the phone calls I have made to them. Zenith American ************

  Customer Answer

  Date: 02/18/2025

   
  Better Business Bureau:
  
  I received a call from *******, Manager of Zenith American Solutions and he provided me with the information I needed plus he offered to help our department directly with any future concerns. My concern has been addressed, thank you for your time!

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

• Initial Complaint

  Date:06/05/2024

  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 have a loan against my annuity with them. My company assures me it is being paid properly and on time but i am getting past due/deliquency notices. Called about 100 times to figure out what is going on. No one answers, no one calls back. Can not gat any details on the payments made on my loan. Can not get any customer service for my loan.

  Business Response

  Date: 06/27/2024

  **************** received one (1)delinquency notice over the last several years; that delinquency notice was sent in May of 2024. Since delivery of that correspondence to ****************, his employer remitted the necessary payments towards the loan and the loan is now current. Since May 2024, we have received one (1) call from **************** on June 3, 2024. Zenith has made numerous attempts to contact **************** via email and phone to inform him that the loan is not delinquent but have not received a response and his voicemailbox returns a message that it is full and that he cannot receive new messages.

  Zenith respectfully requests that this negative comment be removed from its profile, as it is an inaccurate depiction of what transpired, and the action taken by Zenith to address. Please let us know if you require any additional detail in order to close and remove this matter from our profile.  

• Initial Complaint

  Date:08/17/2023

  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.

  Zenith Officials *********************, *********************,******************* and ***************** along with and in conjunction with ***** and ATU local732 with said Fund Counsel According to ***************** have committed theft of my benefits which are Defined benefits that I am being denied allegedly By A Committee that I never petitioned in writing as stated in benefit summary booklet also being told by all parties to sign and notarize application from Year 2021 in the year 2023 after I was denied to use my Initial 2019 Application that I never Resended Nor Terminated in Writing this is Theft of Services,Theft by Conversion,, Fiduciary Misconduct I have asked for my new calculations for my contributions thru out my Grievance process I was Awarded my job pension and back pay for wrongful termination by the Arbitrator citing No Just Cause from January 4 2018 this is wrong and a violation of my civil rights! Really a RICO **** I have Recordings and Documents as proof of No Duty of Care ,stalling , malicious intent as well as retaliation this will not and cannot continue to go on

  Business Response

  Date: 08/25/2023

  *********************** is a participant in the ***** ATU Local 732 Employees Retirement Plan (the Plan). The Plan has an administrative services agreement with Zenith American Solutions, **** (Zenith). As the Plans directed third-party administrator, Zenith performs administrative services on behalf of the Plan in compliance with the Plan document and as directed by the ***** of ******** (the *****). The ***** is the named Plan Administrator, as that term is defined under ERISA.

  
  **************** initially submitted a pension application in April of 2019, and was provided an estimate of his benefit based on his 2019 application. However, in May 2019, **************** subsequently contacted Zenith and verbally directed *********************** of Zenith to withdraw his application due to efforts by the Union to secure his reemployment through arbitration. **************** specifically told ************** that he no longer needed his 2019 application because of his arbitration.  **************** won his arbitration in 2021 (see the attached document DWalker Award via Arbitration 08.02.23), but he did not go back to work. 

  
  **************** subsequently submitted a new pension application in November of 2021 for a pension benefit to commence as of January 1, 2022. Mr.******* 2021 application was received, and he was provided his benefit options. Please see August 31, 2022, letter from the Plan to *****************
  **************** did not agree with the benefit options provided to him based on his November 2021 application, because he was no longer eligible for a lump sum cash out. Under the Plan document, if a participants monthly benefit exceeds $300.00 per month, the participant is not eligible for a partial or full lump sum cash out.  Based on **************** winning his arbitration, he received additional service credit,which pushed his monthly benefit amount from under $300.00 to over $300.00.Because his monthly benefit would be over $300.00, **************** was not eligible for a partial or full lump sum cash out.
  Around July 2022, **************** started calling Zenith stating his 2019 application should be valid and not his 2021 application. Based on Mr.******* 2019 application, he would have been eligible for a lump sum cash out of $65,989.26. In August 2022, Zenith employee, *****************, presented Mr.******* request to the *****. The ***** directed the matter to the Plans ****************************** (the Committee) for review. The Committee is authorized by the ***** to review such matters. **************** was aware his case was being taken for review by the Plan. Based on a review of the Plan rules by Fund Counsel and a recommendation by Fund Counsel to the Committee, it was determined that Mr. ******* 2019 application was not a valid application, and his 2021 application would be used (see attached document titled Committee Determination DWalker 08.31.22).

  
  On July 25, 2023, **************** reached out to Zenith,accusing Zenith and the Plan of withholding his benefits. As of that date, *************** had not completed his benefit options form. This form had been sent to **************** and is necessary for Zenith to initiate the payment of his Plan benefits.***************** reached out to Fund Counsel to confirm that Zenith could still put **************** into pay status as of January 1, 2022, despite **************** still not signing his benefit options.  Fund Counsel confirmed that Zenith could put **************** into pay status effective January 1, 2022.  ***************** sent an email to **************** on August 9, 2023, confirming he would be put into pay status effective January 1, 2022, if Zenith received his completed benefit options form for his November 2021 application. Again, **************** does not agree with his November 2021 application being used and so has yet to return his completed benefit options form (see attached document Benefit Election Form (unsigned) Dwalker 08.09.23). Upon being shown a copy of Mr. ******* BBB complaint, ***************** denied Mr. ******* allegation that he had communicated to **************** that theft of his benefits had occurred and asserts that allegation is not a true statement. Mr. ******* Plan benefit has always remained available to him as provided under the terms of the Plan document; he only needs to return a completed benefit options form to Zenith so Zenith may process and commence payment of his Plan benefit to him in accordance with the Plan.

• Initial Complaint

  Date:01/03/2023

  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.

  This year our department was offered insurance paid for by our union, *************. I signed up on October 4, 2022. As of December 21, 2022, I have not received my insurance card, as well as none of the other members of our department. I called ****** American Solutions (more fittingly ****** American Illusions), *******************************************************************, to inquire why I had not received my card. After being put on hold for nearly 10 minutes and going through the extensive verification process, I was told the cards had been mailed and I would receive it in the next couple of days. After 10 days, the card never arrived. I then reached out to our union representative who told me to contact them on Monday, 1/2/23, which I did. Upon calling their office, I received an automated message stating they were closed due to the holidays with no mention of when they would resume business.I have a medical appointment on Tuesday, 1/3/22, with no insurance card in hand, so I had to cancel my appointment and will now have to reschedule whenever there is another opening. The response to me, and other members of my department by ****** is beyond deplorable and we are struggling desperately for an immediate solution for our dilemma. Can you please intercede for me so I can get the documentation I need for my insurance for my health and wellbeing?

  Business Response

  Date: 01/13/2023

  There was a new group, which includes Mr. ****, added to one
  of our client memberships. This new group began completing their enrollments in
  October of 2022 for their benefits to begin on January 1, 2023. ID card files
  for this group were sent to the printer on December 22, 2022, and then the
  printer had to prepare the ID cards and medical sleeves. The membership was
  told multiple times during the enrollment meetings and by the Union that ID
  cards would be mailed the week of January 1, 2023. All ID cards were mailed on
  January 5, 2023 via first class mail locally in Las Vegas, so everyone in this
  group should already have their card now.
  Temporary ID cards were provided to any members of this group
  who requested one while waiting for their ID card to be mailed. Mr. **** was
  provided a temporary ID card on January 3, 2023.
  Our offices were closed on January 2, 2023 in observance of the
  new year holiday. Operations resumed as normal on January 3, 2023. 

  Customer Answer

  Date: 01/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No, we were never told the ID cards would be mailed the first of January.  In fact, when I called ****** on December 22, I was told that the cards were already mailed which was a lie.  Also, we were told when we signed up that we could keep our existing FSA and short time disability to supplement the piddly $250 we would get with the teamsters.  None of this was true and I lost my FSA which I depended on and I lost my short term disability.  We were misled by the ****** representatives who were present when we asked these questions.  All of this is unacceptable to me and as of this date, some of our members still have not received their ID cards. We have been duped and I am thoroughly disgusted and regret my decision to switch insurance companies.  I only wish we could go back to what we had before.
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 01/26/2023

  Mr. **** is a member of the Teamsters
  Security Fund for ******** ****** ***** ***

   Hotel & Casino Workers (the
  “Fund”). Mr. ****’s employer is a
  participating employer in the Fund. Participating employers contribute to the
  Fund on behalf of their eligible participating employees (a.k.a fund members),
  and the Fund provides benefits to fund
  members. ****** is the Fund’s directed third party administrator – i.e., ****** performs administrative services for the
  Fund as directed by the Fund’s plan document and its Board of Trustees.
  
  In regards to Mr. ****’s call to ****** in December, we have the following notes from that customer service call: “Called on 12/21/2022, Mr. **** called for ID cards . The agent
  verified address and told Mr. **** the cards were in route and he will
  receive cards after Christmas. The agent offered a reference number. Caller
  declined. Called ended.” The Customer Service Manager has confirmed that this
  particular customer service representative received coaching regarding this
  call. At this time we are not able to ascertain where this representative received the information that cards were in route since it was not recorded in the notes.  
  
  ****** at no time quoted benefits regarding FSA or
  short-term disability through MGM self-funded plans. Our Client Service
  Representative who was present at the in-person meetings held in October 2022
  recalls the membership being advised multiple times that their MGM benefits
  were being terminated by the employer and the Union. ****** does not administer
  those benefits (FSA and short-term disability) for the Fund, and we only
  presented information on the Teamsters 986 health benefits. Part of these
  benefits is a weekly short-term disability benefit of $250. This is part of the
  Fund’s benefits. ****** does not discuss benefits such as the FSA – this was
  likely a matter Mr. **** discussed with the Union. ****** is not involved in
  benefits from MGM Self-Funded Plans or negotiations with Teamsters Local 986.
  ****** spoke with the Union on January 23, 2023 and
  the Union representative stated they had AFLAC reach out to Mr. **** to provide additional short-term disability, long-term
  disability, and life benefit options.
  
  Our Client Service Representative who was
  present at the in-person meetings held October 3-6, 2022 has also confirmed that all members were advised that
  ID cards for the PPO plan would mail the first week of January 2023. All
  participants who elected the PPO plan had their ID cards mailed by Friday,
  January 6. There are still other participants who elected the HMO plan which
  ****** does not administer. Health Plan of Nevada confirmed ID cards for the HMO plan started to mail January 17th.
  The HMO plan is a fully insured product, and ****** is not involved in its administration or procedures.

• Initial Complaint

  Date:12/01/2022

  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 former employer uses Zenith as the administrator for my retirement plan. I separated from the company in August 2022, On the first of September, I request a full distribution from my account. It took several days - leading to weeks before I was able to receive confirmation that my distribution request had been received. I have made several calls to the number listed ************, in addition, I have made several trips to the office located at ************************- the office is never occupied- the doors are always locked. A few weeks ago, I was able to speak to someone who informed me that they did have my distribution request, however, they needed to verify the notary that notarized my application - I had the document notarized at my local bank. As of today, I have not heard from Zenith.This company needs to be investigated, the prolonged delay and the inability to contact a representative leads me to believe that they have misappropriated funds or running some sort of scam on my former employer it should not take 4 months for me to take possession of what belongs to me.

  Business Response

  Date: 12/09/2022

  Our teams have investigated and reviewed the process that took place with ****************** beginning in August of 2022. Our investigation has revealed the following timeline:
  August 19, 2022: Zenith received Mr. ******** application
  August 23, 2022: Zenith sent an acknowledgement letter to ****************** confirming the receipt of his application. Zenith also sent a letter requesting a voided check, as his direct deposit form was incomplete, and a copy of his ID, which is needed for distribution. Zenith also requested a final statement of Mr. ******** hours from his employer, and Zenith received this statement the same day.
  August 29, 2022: Zenith received the voided check, a copy of Mr. ******** drivers license, and his birth certificate from *******************
  September 1, 2022: Benefit calculation information was sent by Zenith to the actuary for their certification of benefit amounts.
  September 13, 2022: Zenith received approval of calculation back from actuary. Zenith sent out an Election of Benefits form to *******************
  September 22, 2022: ****************** returned his completed Election of Benefits form to Zenith.
  September 27, 2022: Payment information provided to Principal, which is the recordkeeper who pays benefits.
  September 30, 2022: Benefits paid out to ****************** through Principal. Payment confirmation attached to this response.
  Based on this timeline, it appears that there was a turnaround time of 27 business days between the day Zenith received the application and the day that the file was sent to Principal for payment. Of these 27 business days, the file was with Zenith for a total of 8 days, ***************** for a total of 12 days, and with the actuary for a total of 7 days.
  Our teams also investigated the alleged unreturned phone calls to ******************. Our call center records indicate no call packages from ******************. With regard to the allegation of an empty office, our teams have responded that our pension team is in the Tucker, ** office on Tuesday,Wednesday, and Thursday. On Monday and Friday there are other non-pension employees in the office. The doors remain locked, and as of August 29, 2022,there has been a sign on the door asking visitors to ring the doorbell for service and listing the days that our pension team is in-office.
  While we are sympathetic to Mr. ******** frustrations, Zeniths 8-business day turnaround time on his application is reasonable.