Business Profile

Employment Agencies

isolved HCM, LLC

Headquarters

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Complaints

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

Customer Complaints Summary

42 total complaints in the last 3 years.
29 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:01/16/2025
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.
Complaint against Isolved HCM On 1.8.2025, I received an email from *** Ex showing a picture as proff of delivery of an envelope to our business. As soon as I saw the email, I called our nextdoor neighbor and asked them to collect the Fed Ex envelope for us in our absence. Our neighbor called back to advise there was no Fed Ex package at our door, in the yard or in the driveway. As a payroll provider, it is disappointing that Isolved would allow delivery of such highly confidential documents (2024 W2 forms) to be delivered without requiring a signature. One of the main responsibilities of a payroll provider is to safeguard confidential data and documents. However, due to the lax procedure of not requiring a signature upon delivery, now the 2024 W2 forms for our company are lost and possibly in someone's hands that is not associated with our company. I called Isolved to complain and I was told, "I'm sorry but no worries you can always print out another set by logging into your online account". Well, that is not the point at all! The point is our 2024 W2's are ****************** Action). The W2 form contains name, address, social security number and annual salary for the employees in our company. It is unacceptable that these documents were carelessly left on the front door step of an empty building to be lost to the wind or worse to be stolen by a passerby. I am submitting this complaint in hopes the company will change their procedure. I have not yet decided if we will remain with Isolved or if we will look for an alternate payroll provider as at this point I have lost all confidence in their ability to safeguard our confidential payroll data.
Business Response
Date: 01/24/2025
Thank you for your feedback, we are working internally and with our vendors to solve for this issue, as our shipments are defaulted to Signature preferred, not required. Although it is an isolated event, we take it very seriously and appreciate them bringing it to our attention.

Thank you,
Customer Answer
Date: 01/24/2025

I am rejecting this response because:
I am not surprised they did not respond to the BBB correspondence. The Isolved representative told me it is not their fault this occurred. They say it is Fed Ex's fault. However, it was Isolved that selected the delivery option when they booked the shipment of our W2 forms thru Fed Ex. Isolved should have selected the option that requires signature for the delivery of the package considering the confidential nature of the contents. Then Isolved told me I should have elected for electronic delivery of forms. However, Isolved never offered me the option of physical or electronic delivery of forms, if they had offered me a choice, I would have elected electronic delivery. In my opinion, ISolved did not safeguard our payroll records in a fashion that provides confidence to the customer. ****************** needs to know their policy and procedure is sub-par and needs to be changed so that this does not happen to anyone else. Isolved has not apologized or taken any responsibility and that is unacceptable.
Initial Complaint
Date:01/04/2025
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.
My employer signed up to use this company for its healthcare reimbursement service. I have to create an account with them to be compensated for a part of my healthcare premiums. For a half of month, this company refuses to answer phone calls to set up an account. I have tried online and it says unavailable and to call them. When you call them, you are just on a permanent hold that lasts for hours and hours so you just have to hang up after that. They provide an automated option for them to call you back which I have also attempted and weeks later still no call back. I know this time of year is probably busy for them, but 3 weeks and still cant get any resolution is unacceptable. I have to pay ******************************************************************************************************************************************** a lot of money not being able to set up my account so my employer can reimburse me. I dont know what else to do at this point as this company is impossible to get ahold of. If they know this is a busy time, they should be held accountable to properly staff their poorly run company to avoid such ridiculous delays. At this point I dont know if this company is even legit or not as I have yet to speak to anyone from it.
Business Response
Date: 01/23/2025
Hello *****,
We sincerely apologize for the delays and frustration you've experienced.
Your feedback is invaluable. Our team has been notified, and someone will be in touch to help assist you with this.
Thank you.
Initial Complaint
Date:01/02/2025
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.
iSolved was my employer's provider for our FSA/DCA for 2024. I submitted my claim for 2024 in December but tried calling them first to ensure I was submitting it correctly. I have tried calling their customer service line probably close to a dozen times in the past two weeks and NEVER had a *** pick up the phone. In fact, after 45 minutes on hold, it automatically moves you to the "you will receive a call back from the next available customer service ***resentative" then hangs up. I have requested a call back probably 4-6 times as well and have never received a call.I have also emailed the customer service email provided multiple times, probably around half a dozen times, also with zero response.After I submitted my claim, it showed online that my reimbursement would occur on December 26th, it did not. Then it showed it would come through on January 2nd, it still has not come through (I am filing this complaint on January 2nd after close of business).I literally have been unable to get hold of anyone at this company to ask about what is happening or how to resolve this issue, and in the mean time, I cannot access the $5,000 reimbursement which I need to pay my bills.
Business Response
Date: 01/22/2025
Hello ******,
We sincerely apologize for the delays and frustration you've experienced. We understand how critical it is to access your $5,000 reimbursement, especially given your need to pay bills.
Your feedback is invaluable, and we are taking immediate steps to address this issue.
I have notified our team and someone will be in touch to help assist you with this.
Thank you for your patience.
Customer Answer
Date: 01/22/2025

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:11/20/2024
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 signed up for their Attract and ************ and we no longer need the service as we are fully staffed, however I cannot cancel the monthly subscription. When I call the support service I am told they cannot cancel it and direct me to a company I have never heard of. When I attempt to contact that company I get no response.
Initial Complaint
Date:11/08/2024
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.
I have been trying to get ***** of the company for my *** money. I have emailed and tried calling numerous times. I was supposed to have been sent a card to use my FSA money with, however never received it.
Business Response
Date: 12/02/2024
Hello, our internal team has been working with them. They reached out to the via email.

Thank you.
Initial Complaint
Date:08/30/2024
Type:Billing 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.
Since June 2024 have had my claims denied my UHC due to expired coverage. I pay cobra every month thru isolved via checking account. UHC Claims they have no notifications. Isolved says not true and shows my account active. Both blame the other side. I need help resolving with isolved. In meantime I have a bill due that went to collections.
Business Response
Date: 09/09/2024
This situation appears to be taken care of. The *** assisting with this case had already reached out to the participant on September 4th, 2024, via a voicemail, to let him know she had verification of his active coverage from the carrier (UHC). Thank you.
Customer Answer
Date: 09/10/2024

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:08/07/2024
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.
On July 7th 2024 I contacted Isolved in order to start my coverage for dental back after leaving a job. I paid my premium of $63.62 and a payment fee of $13.75. on July 24th I contacted cigna and they informed me that they haven't received any notice from Isolved saying its been paid. I reached back out to Isolved and the man said he was sorry and would reach out to them. On july 30th I reached back out to cigna and they said they STILL haven't received any confirmation from Isolved. So I reached back out to Isolved and explained to them Now I no longer want their service to get my dental coverage back and they could just refund my payments I maid to them. The lady I spoke to said It needed to be in writing and I could email and then provided me with the email. I instantly emailed on july 30th at 11:27 am requesting my refund. On July 31st at 8:59am I received an email saying they processing my request and the funds would be returned. I emailed August 2nd asking for an update. They never responded. So I emailed again on August 6th. I still have yet to receive my refund. I attached copies of the email of when I requested my refund as well as the email saying they would be returning my money. I would like my money returned. Their business practices of taking customers money and not rendering services in a timely manner should not be allowed.
Business Response
Date: 08/26/2024
We deeply regret the experience that this client has gone through. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. The customer will be reached out to separately and will be corrected.

Customer Answer
Date: 08/26/2024

I am rejecting this response because: I still haven't received my refund. They contacted me saying it has been expediated and should be sent out 8/28/2024. With
all the misinformation from them I have a hard time believing what they say. If I receive my refund I will update the complaint sat to an acceptable result.

Business Response
Date: 08/26/2024
The customer elected on 7/7/24 and the *** generated directly to CIGNA eligibility on 7/8/24. There was confirmation on 7/30/24 that CIGNA was showing coverage active.

On 7/31/24 is when the customer requested a refund of all premiums. There was communications with the customer that the refund could take 30 days, but with the most recent Credit Card payment options, refunds arent done for 60 days due to the option that the customer can dispute the charged amounts.

It was also communicated to customer that due to a credit card payment that the refund will take 60 days to refund.

The refund was scheduled to mail out to the customer on 9/20/24. However, our team was able to have this refund expedited, so at the latest, it will mail on Wed, 8/28, instead of on 9/20. A member of our team will be reaching out the customer to explain this as well. Thank you.
Customer Answer
Date: 08/26/2024

I am rejecting this response because:
I still haven't received my refund. They contacted me saying it has been expediated and should be sent out 8/28/2024. With
all the misinformation from them I have a hard time believing what they say. If I receive my refund I will update the complaint sat to an acceptable result.
Initial Complaint
Date:07/22/2024
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.
iSolved is the ***** benefits provider who managed the payments for my ***** benefits. On May 1st and automatic payment was charged to my credit card for payment of May 2024 benefits. On May 2nd, I reached out to ISolved to cancel the monthly benefit and issue a refund as I did not need benefits past the last day of April. I was asked to put that in writing and I sent an e-mail and was told that a refund was being processed. As of today, 7/22/2024, I have not received my refund.5/22- e-mail for update on refund. 5/23 response that refunds are done via paper check and done 30 days after the charge. Informed I should have the check sent out in June.6/24- e-mail looking for the check and was informed they were sent out the previous Friday.7/1- e-mail sent requesting an update on refund, verified my address and was told the check was mailed on 6/28.7/8 - e-mail sent asking for an update and was told that since I made my payment via credit card, the company places a 60 day hold and the refund will be processed on 7/1. Checks are mailed on the 2nd and 4th Fridays of the month.7/22- Per the e-mail on the 8th, the check should have been mailed on 7/12/2024. I still do not have the refund.
Business Response
Date: 07/23/2024
We deeply regret the experience that this client has gone through. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. We will be reaching out shortly to ****** on a resolution.
Initial Complaint
Date:06/12/2024
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 was contacted by ************************** saying our company did not file wages in ***** for all 4 quarters of 2023. iSolved was our payroll provider that entire year and took care of everything wage related including taxes. I emailed ****************** on 4/4/24 and she replied saying she would get this complaint over to the tax team. I received mail and more emails from *****. 5/14/24 I emailed Shuhada again and she apologized and told me I could email the tax team directly and gave me this email address: ************************************** I emailed them on 5/14/24 and they opened case CA12088839. I sent them 6 more emails since Texas keeps emailing me!!! NO REPLIES. I called a number online and it was disconnected. I called another and they said they had to transfer me, which they did and an automated system just repeated my phone number and said someone would call me back. Why will no one reply?????
Business Response
Date: 06/12/2024
We deeply regret the experience that this client has gone through. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration and will be reaching out to this customer to ensure this matter is resolved.
Customer Answer
Date: 06/17/2024

I am rejecting this response because: No one has called or emailed me. So, still no response. I only have until today (5 days) to tell you. They said someone would contact me asap, but zero contact. It's official, this company is horrible at replying to customers but they sure did reply to the ******************** quickly.

Business Response
Date: 06/18/2024
The customer was advised to go to TWC, find out why they have a new account number, when it went into effect, etc. And that isolved is not able to do anything further, as we do not have ***** of ******** for this new account number The The customer is asking for filings as of 2024. Our tax team Tax is happy to provide copies of the returns we have been filing thus far under the account we currently have on file. She was told that if she wants isolved to make changes under this new account, full amendments will be required, and to connect back with Tax if she has more questions.

As no further action can be taken by isolved at this time, the case was closed. The customer was advised she can reach back out when/if she wants help again with matter in future.
Customer Answer
Date: 06/18/2024

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. It still took them a lifetime and multiple BBB complaints to get any reply at all, which is sad and they still ****.

Thank you.
Initial Complaint
Date:05/24/2024
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.
*** reached out about FSA questions and concerns when my card was locked, and was ignored for weeks while my card was locked. Ive been trying for 3 months to figure out what I can do to repay the funds I need to, but I keep having my question ignored and disregarded. My card remains locked and cant be used for medication due to them not answering any question on it. My family is already struggling to afford medicine (which is why I reached out to see if there were any type of repayment options), but theyre not responding to any questions of the such.
Business Response
Date: 05/28/2024
We deeply regret the experience that this client has gone through and the issue of which the complaint originated from. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration. We will be reaching out to the customer directly to get this resolved.
Customer Answer
Date: 05/30/2024

I am rejecting this response because:
I have yet to receive any communications on the matter post submission of this complaint. When medical issues are on the line and responses to questions about FSA accounts arent replied to in anything remotely considered a timely fashion, it is difficult that be able to buy medication.
Business Response
Date: 06/05/2024
The participant used their debit card for an ineligible expense and has to repay that amount before we can unlock their card. **** explained to the participant that they dont have to make a lump sum payment and they can pay it back in smaller installments. The team will be reaching out today to see if the participant has any further questions.

I have reviewed ******* account, and his card is suspended due to a card charge from January that is ineligible as the dates of service are from 2023 and 2022. There is case #CA-0913321, where our customer service rep has been emailing the participant regarding the expense and there does appear there was some confusion as to repayment, he was asking for a payment plan for repayment and advised him of the repay options but did not specify that we do not have an actual repayment plan to offer. She did email him back and apologize and clarify that he can send in mailed payments on a monthly/weekly basis for any amount that he is able to afford until the amount is paid back. She also gave the offset option. His original email did have a delay in response due to peak activity time period.

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isolved HCM, LLC is NOT a BBB Accredited Business.