Complaints

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

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  isolved HCM, LLC

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

• 

  iSolved HCM, LLC

  7450 Tilghman Street, Suite 170 Allentown, PA 18106

• 

  Infinisource, Inc.

  324 S State St ste 500 Salt Lake Cty, UT 84111-2388

• 

  iSolved Benefit Services

  1454 30th St Ste 105 West Des Moines, IA 50266-1311

• 

  isolved

  5030 E Sunrise Dr Phoenix, AZ 85044-5201

  

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:06/10/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 03/24/23, I attempted to manage my account following a pay day to find my check was not in my account. ****************** was the contract provider of the company; ************************** at that time. I spoke to the HR director and the Isolved personnel , ******** ******* who reported there was a hack in the HR portal. My social security information, banking information and benefits including retirement information was exposed. I found that my banking information was re-routed to another bank that I did not set up. ******** ******* ( isolved employee) was evasive in providing me details per the report ; I was told she had to file. I attempted to file in two local police stations and was told that the company had to file the breach. When I sent an email to her asking for a letter to provide to the *** ; she asked me " why did I needed it!" and then never responded to the letter. The company ************************** formerly ************************** also never provided any details related to the event for me to follow up on. I outreached Isolved the company via their contact portal two weeks ago and they never responded. ******** ******* also failed to respond to any of the multiple emails that I sent seeking clarity and resolution. I feel it may have been also racially motivated her not responding.

• Initial Complaint

  Date:05/27/2025

  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.

  isolved is a truly awful employee application that facilitates direct deposit, payment information, and work history. Unfortunately, it is absolutely impossible to contact this company and it is so extremely frustrating. Their customer support email is unmonitored. My email ********************************** was shot back with "This is an unmonitored email account." So why have it posted on your wesbite? All phonecalls to **************** go unanswered as well. Why is it impossible to contact this company? One of our employees attempted to change his password, and the app gave him two blank slots to fill out: last four of his social, and a security question. But the question was never provided, yet there is a blank space for the answer. Its so truly absurd and frustrating.

  Business Response

  Date: 06/12/2025

  Hello ****, are you able to send more information on what company you are associated with? 

  We were unable to find your company information based on the email or phone you provided. Once you send this over, I can have my support team reach out and help you resolve your issue. Thank you!

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 elected for COBRA coverage through my former employer's third-party COBRA administrator, iSolved Benefits ********* within the required timeframe. The coverage period commenced in ***** 2025. I paid for *****, **** and June coverage and prepaid for June. I was shocked to receive a huge bill from my doctor for ***** services, and they said it was due to the end of my insurance coverage. I contacted iSolved immediately, only to be told that they had failed to do their job to complete the elected (and paid) coverage. They said they would open a case and contact the provider to reinstate the coverage for these months. They did provide me with a case (Case #CA-5398670). I have repeatedly contacted them for an update, as my doctors are waiting for confirmation to resubmit the claims. Nobody at iSolved will provide me with an update on their steps to rectify their huge mistake. Additionally, I prepaid for June, which has not begun, and now that I have new coverage at my new job effective June 1, I requested a refund for that payment. They refuse to process this refund or acknowledge my formal communication about ending COBRA coverage as of 5/31/2025. Their failure to take the steps for my ***** and May coverage is not related to the June prepayment, and I want my refund and confirmation of the end of coverage, and that they have resolved the issue with my ***** and May coverage. They have done nothing and are unresponsive at this time.

• Initial Complaint

  Date:04/29/2025

  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.

  Isolved provided payroll services for my business in 2024 and 2025. My business closed and we no longer needed their service. When we attempted to cancel their services thats when our problems started. The company was no responsive to my requests for termination initially. Then they threatened a cancellation fee. I requested to speak to someone about closing our account and received no response. 6-8 weeks later the company sent an email demanding payment for the rest of the year on top of a cancellation fee. They also stated they where withdrawing the money out of our account the same day in the amount of $786 without any approval from my company *****************************. I attempted to call the company to speak to a customer service *** about this because our business and long since been closed and the account they where drafting from had been closed. I again received no response from the company. The company has since threatened legal action, demanded more fees on top of what was requested and said we had no choice in the matter. The company refused to discuss the matter or show where we agreed to have them do work for our company for 2025. We reluctantly paid what was requested to avoid going to collections but disagree on the amount owed. Isolved refuses to let us speak to any other ***resentative of the company to explain their charges or work with us on this matter. It is completely unreasonable for them to bill us for the rest of they year and charge a cancellation fee and returned payment fee.

  Business Response

  Date: 05/19/2025

  • We can not update / waive the $177.75 ETF because a demand for payment letter has already been sent and the customer is in ***********************
  • Upon further investigation into this customer, several emails were sent to them explaining the breakdown of fees, multiple ************************
    • ******* sent an email on March 14 2025
    • ***** ***** forwarded the original email on March 27 2025
    • I followed up and sent a third email on April 29 2025
  • Per Treasury, once the *** letter timeline runs out and the customer becomes eligible for collections, there is no modifications to the **************************

  Customer Answer

  Date: 05/19/2025

   
  I am rejecting this response because:
    We are not in collections. I paid the balance in full prior to the date the amount would have been sent to collections.  

  Business Response

  Date: 05/30/2025

  • We can not update / waive the $177.75 ETF because a demand for payment letter has already been sent and the customer is in collections
  • Upon further investigation into this customer, several emails were sent to them explaining the breakdown of fees, multiple times. 
    • ******* sent an email on March 14 2025
    • ***** ***** forwarded the original email on March 27 2025
    • I followed up and sent a third email on April 29 2025
  • Per Treasury, once the *** letter timeline runs out and the customer becomes eligible for collections, there is no modifications to the amounts. 

• Initial Complaint

  Date:04/29/2025

  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.

  My grandmother, ******* *********, was employing a few caregivers to take care of my grandfather, and eventually herself, after he passed away. My grandmother then passed away on March 1, 2025. My brother and I are the only surviving next of kin and I have been tasked with managing the account. We terminated her employees at the end of March and gave them generous severance pay.Then, to my consternation, I found out that we were billed an Early Termination Fee Total: $3,587.16 by ISolved. I was told that the early termination fee is calculated by taking the average invoice over the last 3 months, multiplied by the number of months remaining in the contract.I can understand an early termination fee in the low 100's but not $3,587.16 .It is absolutely ridiculous that Isolved is profiting off of the death of my grandmother, and the fact that her carers of many years, were paid extra. I am really upset by this and will do everything I can to tell my network about these predatory practices.

  Business Response

  Date: 05/19/2025

  • I called personally and spoke with ****** ************ this morning (5/15), and apologized for the mishandling of this ****************
  • I explained to him that in the matter of a business owners passing, we normally immediately waive termination fees, and explained that this should have been diagnosed further during the original processing of the case by the ****************
    • He was very understanding, and appreciated the call. He understood that mistakes happen and that the follow up was appreciated. Was able to answer some additional questions regarding the closure of his account while we were on the call (regarding tax and year end processing / *****************
  • I confirmed that we have not yet processed the $3500 ETF payment, nor will we. I advised that I am just waiting on acknowledgement to see if we need a ROL form filled out. ****** said this is fine, and he will sign it if its required. He also said that he understands the Year End processing fees, and is fine with ************************
    • There is a new bank account on record, as everything is in with a trust now, so we will have to have the funds ******************

  Customer Answer

  Date: 05/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:04/16/2025

  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.

  I have recently left my place of employment and have enrolled in COBRA managed by ******. Payment in full was made for March and April. It is now April 16 and an emergency trip to the hospital later I dont have insurance according to the insurance provider. Ive called ISOLVE about this 2 times and and have emailed requests for help. I still can not get my coverage instated. There is a serious problem with an extreme amount of money on the line and seems like no one wants to take responsibly for making this right.

  Business Response

  Date: 04/23/2025

  Hello *******,
  We sincerely apologize for the challenges youve encountered. Our team contacted you on April 18 to assist you with your situation.
  Thank you, 

• Initial Complaint

  Date:03/14/2025

  Type:Product 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.

  This company is in charge of my Federal Spending Account, so I give them money from my paycheck, and they're supposed to help me manage my healthcare expenses and tax-free claims. Unfortunately, they've been doing the exact opposite. They've been taking my money, and not sending me checks for claims. Further, they don't email me, they don't send letters, I just make a claim and then never hear from them again. I've tried about 5 or 6 times to call them ***************) to discuss, and no one ever picks up. I've left messages and asked for a call back, but they never do that either. I feel like they're taking advantage of me and further, taking my money without actually processing claims. I could really use some help getting in contact with this group. I feel like I've tried everything.

  Business Response

  Date: 04/02/2025

  Hello *******,

  We are very sorry to hear about your experience and truly apologize for the inconvenience caused. We understand how frustrating this must be. Please know that someone from our team will be reaching out to you to address this matter and assist you further.

  Customer Answer

  Date: 04/02/2025

   
  I am rejecting this response because:
  

  This does not solve the issue. This is a promise that someone will contact me to fix the issue(s) I'm experiencing, and yet, no one has. When I go online to the iSolved portal, there is no record of my claims and further, no record of any current and/or pending repayments. My contact info is ***************************** or phone number, ************. 

  Until I see a record of my claims being processed, I cannot acknowledge the situation is "resolved". 

  Also, as I continue to look under the hood of the iSolved operation, I've found another claim I filed in 2023, for medical expenses. A portion of the claim was paid, but unbeknownst to me, $275 of it was withheld due to "required substantiation". Not only did I provide the actual account of medically related expenses, but I also provided the physical receipt of the expenses to my personal credit card. The info I've provided is certainly substantiation enough to validate the expense(s), so why withhold my repayment? 

  I'm still looking for answers, and moreover, I'm looking for my proper repayments (2023 medical account, 2024 medical account, 2024 dependent care account, and 2025 dependent care account - all of which have pending claims your company is willfully withholding with undue justification). 

  
  

  Business Response

  Date: 04/10/2025

  Per my customer support team, It seems ********** has resolved these issues and claims have been filed for the participant.  There was a check sent 4/3/25 for 2024 and 2025 claims that were submitted in the amount of $2,298.38.

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

  Advocacy Specialist

   

• Initial Complaint

  Date:03/14/2025

  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 submitted a claim for child care benefits and a reimbursement was suppose to be issued via direct deposit after noticing they were issuing me checks to a address I no longer reside in *** called over ***************************************************************************************************************************************************************************************** April numerous calls numerous emails no explanation just the constant run around from supervisors down to the **** no solution no help I just want my money direct deposited maybe this will help them address the issue sooner because I can no longer be patient. Its my funds and its sad I have to go through so much to claim it.

  Business Response

  Date: 04/02/2025

  Hello *****, we deeply regret the frustration and inconvenience you have faced while trying to resolve this matter. We sincerely apologize for the delays and lack of clarity in addressing your concerns. Someone from our team will reach out to you. Thank you.

• Initial Complaint

  Date:03/05/2025

  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.

  elected to continue medical health coverage from Isolved (Cobra) by paying a monthly fee. I paid the fee for medical coverage and was charged an additional fee of $15.00 just to make the payment. Over 30 days later still no medical coverage. Contacted Isolved and was giving no answer or no reason why coverage hadn't started even though they had received payment. Was promised a refund of $40.00 for the fee for medical coverage but not the $15.00 billing fee. Never got refund. On Isolved **************** website they have the chat feature but after waiting 4 plus hours 3 days in a row for a representive to connect with me I realizied this method did not work. also when you reach out to customer services number ************** callers are left on hold indefinitely without ever speaking with an representive. I held the line also 3 days in a row for over 4 plus hours. Again no one took my call.

  Business Response

  Date: 04/02/2025

  We are very sorry to hear about your experience and truly apologize for the inconvenience caused. Someone from our team is looking into this and will be reaching out to you shortly to address this matter and assist you further.

• Initial Complaint

  Date:03/03/2025

  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.

  We resigned with iSolved after leaving in 2023 because of similar issues. The salesperson told us that customer service had improved and we would get the same services they had previously provided to us at he same cost, and I specifically asked if that included filing our ** Retirement contributions. I was assured it did, and it was included in the contract. Since signing the contract with them in December of 2023, I have sent numerous emails regarding issues with our payroll. I have asked for a manager to call me more than once, but that never occurred. After months of no response regarding filing our ** Retirement, I called on Thursday (filing was due on Friday) and after being on the phone for over an hour and being transferred four times, I was told they could not provide that service for us. This is unacceptable. I was then told that I would receive an email with instructions to download the ** Retirement contributions and that a manager would call me. Neither of those things ever happened. There is no customer service and no accountability in this company. We only have ten employees. It cannot be that difficult to manage. I do not have the time to do a job that we are paying iSolved to do. See three attached pages of email inquiries I have had with iSolved.

  Business Response

  Date: 04/02/2025

  Hello,

  We are very sorry to hear about your experience and truly apologize for the inconvenience caused. We understand how frustrating this must be. Someone from our team will be reaching out to you to address this matter and assist you further.