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

• 

  isolved

  5030 E Sunrise Dr Phoenix, AZ 85044-5201

  
• 

  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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2024

  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 recently quit my job and elected to keep my insurance through iSolve Cobra. I went to their website to elect the plan. Whenever I went to pay my premium it would give me a balance of $0.00. I enrolled in automatic pay so the payment would automatically come out of my bank account. I noticed this month I was never billed. So when I called and spoke with a representative she stated my grace ****** had passed. I explained that the company was supposed to automatically take the payments. She replied the payments never came out. The representative stated she did not see where I was set up for automatic payments. I sent a copy showing I was enrolled. She stated there was some type of system glitch. The company will not take ownership that their customer portal and their system show two different things. I currently do not have insurance due to the mishap of their system. I would like my issue to be resolved and my insurance to be reinstated.

  Business Response

  Date: 04/30/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated. 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 resolve this issue internally. 

  Customer Answer

  Date: 05/01/2024

   
  I am rejecting this response because:
  That is the most bogus response. I did not stop any payments. I didn't even know the payment attempted to process. The only payment that attempted to process was on March 1. Which says void. Your company can't produce anything showing where I stopped it. You system clearly void the payment. Secondly, that only payment void is March. I have never heard of a system void 1 payment and never attempt to process another payment when Autopay is set up. Autopay is set to take the money every due date. Explain why it didn't attempt to process again on April 1. You guys are really trying to find every reason to not be at fault. Autopay was set up on Feb 21. It was never paused or canceled. Again, if the only thing I see on my end says $0.00 and it shows autopay I going to assumed I'm covered.  Explain to me how your system attempted 1 payment on its due date and never attempted the next month payment. Why was I only seeing $0.00 due? You customer portal is ran by a 3rd party. Your representative even said this is a glitz, but Mgr and IT, people who probably don't know their own system, wants to deem it all on the customer because they saw 1 payment void from their system. Bogus answer. Numerous of customer complain about you services. That's why your company ranked 2.5/5. 

  Business Response

  Date: 05/01/2024

  *************** processed her online election for Dental and Vision on 2/21/2024.  Since her first coverage period was for March 1st she was able to enroll into recurring payments, which she did on 2/21/2024 following the online election.  The CIF file was sent to Paymentus on 2/22/2024 for the 3/1/2024 payment. A recurring payment was processed and cancelled (void) on 3/1/2024 on the amount of $96.00. isolved confirmed with Paymentus about how the 3/1/2024 payment was cancelled. Here is what Paymentus came back with: "The "Proactive-process-resp" indicates that it was the customer that cancelled the future dated payment. Paymentus is unable to cancel any future dated payments or payments in general for customers."  *************** stopped the payment that she set up herself.

  Therefore, the March payment was never paid. Since *************** cancelled the payment herself and never made a replacement payment for March, there was no way ***** would pull on 4/1/24 as there was a balance due. We did reach out to the former employer and they do not wish to allow a ***** date extension. Unfortunately, there is nothing we can do since the participant cancelled her own payment, causing no payment to be made and its now past her ***** ************ Invoices were sent to the participant as well showing amounts still due prior to her ***** ***************************** style="font-size: 0.875rem;">We attempted to resolved this issue internally by calling the participant three times on 4/30/24, however, each time the call is sent to voicemail and the mailbox is full so no message can be left. An email was also sent to Mrs. ***** as well and explained why her auto payments didnt happen - because she cancelled them. It was also explained hat she needs to seek out other coverage elsewhere as she cannot make up her back payments for the ***** payments. 

  Thank you. 

• Initial Complaint

  Date:04/16/2024

  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.

  I paid for COBRA insurance for continuation of my employer-paid ****************** (UHC) insurance covering May and June 2022, a total of $846.78 ($423.39/month). I have had many issues with iSolved benefits, starting with my original sign-up. I paid the bill directly to iSolved via check in May 2022, however despite calls to customer service it took WEEKS for them to process my payment therefore UHC would not cover my claims from May 2022 saying they have never received the funds for my premiums from iSolved Benefits, and my provider threatened with collections. It was 6 weeks before UHC was showing that I had active coverage. Claims needed to be resubmitted. THEN...I had new coverage through an employer since 7/1/22, and I cancelled COBRA through iSolved Benefits properly in June 2022. However, it was confirmed by UHC following a formal complaint (attached) that iSolved Benefits never informed UHC of termination of coverage. Instead, iSolved continued to collect fees from Station Two Twenty, and left me with countless hours on the phone dealing with bogus charges that spanned over 18 months. I still deal today w/ new claims/EOB's mailed to my house after my current health insurance was notified of this error, claims were paid then refunded and sent over and over between insurance companies.I also was denied my prescriptions being filled by my pharmacy for a period of months between November 2023 and January 2024 because the pharmacy was showing that UHC was my primary insurance. Despite calls, emails with customer service. This resulted in disruption of my medical care, frustrating customer service experiences, emotional ********* ****** wasted. I am seeking a refund of $846.78 for this extremely negligent, careless acts of iSolved Benefits. I am concerned that there is fraud occuring. iSolved held my funds and did not dispurse them to UHC for 6 weeks (were they only going to pay UHC if I filed a claim?) and fraud of charging my former employer for the fees.

  Business Response

  Date: 04/22/2024

  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 experience this frustration. We will be reaching out to the customer directly to handle this matter internally. Thank you. 

  Customer Answer

  Date: 04/22/2024

   
  I am rejecting this response because:
  -I will wait to close out this case until I hear from iSolved Benefits directly, as their message indicates. Their response may be enough but I can't determine that from this message until I've spoken to them. I look forward to a response regarding my refund request as well. Thank you. 

  Customer Answer

  Date: 05/20/2024

   
  I am rejecting this response because:
  

  I had a complaint with iSolved Benefits and it was closed despite the business NOT reaching out to me directly as they promised. Please review and reopen. iSolved Benefits owes me over $800.

  
  

  Business Response

  Date: 05/21/2024

  The client is waiting on UHC management approval to get further reimbursement. The team will reach out to them again and I will be reaching out to ********* today to explain that this lies with UHC now. We are waiting on UHC now. UHC is showing her active through 12/1/23, and so far is stating that is as far back as they can go.

• Initial Complaint

  Date:04/02/2024

  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.

  Isolved administers the billing and collecting of ***** payments for the company I used to work for. Upon electing to chose ***** over a marketplace plan, cost was a consideration. The stated Isolved processing fee for the monthly credit card transaction was $1.45, which is why I elected to enroll in the ***** plan, and is what I have been paying. On my 4/1/24 automatic payment, I was charged $13.75 for the processing fee, an 848% increase. When I called to complain, they said credit card transactions now cost that amount and I could switch to a bank card to avoid the fee. That is fine, but they never gave me the opportunity to make the change prior to charging me the fee and refuse to refund me the difference.They claim to have informed me, but I never received any notification. On their website, under the section titled, "Notices and Letters", there is no notice or letter of this change listed, although there are notices for other things. They claimed to have sent me an email informing me, but if I had received an email, I would have made the change. They also said there is a statement on their website about the change. When I went to the website, I found that is true, but why would I have gone to their website when I had no reason to? They should have mailed letters, and included verbiage on their invoices, warning of this change. This is a predatory practice! They are preying on people who are vulnerable and not in a position to dispute this. An 848% increase in the charge stays everything you need to know about that topic.

  Business Response

  Date: 04/03/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated from has been corrected. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration.

  Customer Answer

  Date: 04/03/2024

   
  I am rejecting this response because:
  

  It is not clear from the response that they intend to issue a credit.  (When I was trying to resolve the issue myself, I was told repeatedly that they would not

   issue a credit.).  Please clarify if credit will be issued or not.

  Business Response

  Date: 04/09/2024

  Our vendor imposed a change in fees due to the volatile nature of accepting credit card/debit card and other advanced payment methods.  The fee referenced is a fee charged by our vendor to COBRA participants to use their online payment platform to complete their payments to isolved. Email correspondence was sent on 2/29/24 to the customer notifying them of the fee increase and that they had reoccurring payments setup on the platform.

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract started in October 2023. Since then (shortened due to characters - many other issues to note) Two weeks after providing all payroll documents, my paycheck simply was not processed. My bills bounced. When I reached out, I was told that was "his mistake" and he had dropped the ball. A month later, I still had yet to receive login information, and reached out again to be added to our payroll system. Our holiday bonus checks were requested to be added. However, it took them three payroll cycles of reminding before it got done. It was not actually processed until almost March. During bookkeeping, my office manager noticed that the *********** paid out on one staff member's check was off by about $30 each pay period. Though she has reached out multiple times about this issue, copying multiple team members, it never was resolved. This incorrect payment amount further created an issue with our W2. Once we discovered this we were notified that another W2 will need to be provided, but that this service was in a "blackout period" at the payroll company so we are in a queue. I haven't received any further updates on this issue, or new W2, and it is mid-March now. When we terminated, we received an email stating that, due to termination prior to the end of our contract, we were being charged an early termination fee of over $1,600. Upon pushback about how we "feel were treated unfairly," they offered a 50% fee reduction. Upon further pushback and request for our payroll service fees ($800) to also be refunded due to all of these issues, we were told that our service fees will not be refunded. No explanation was provided. We started receiving daily collections calls from the ******************* regarding unemployment payments we owe them. iSolved verified that they did withhold these fees, and say they paid, but WA is saying they didnt. However iSolved says they do not deal with collection agencies.

  Business Response

  Date: 03/22/2024

  We deeply regret the experience that this client has gone through and the issue of which the complaint originated from has been corrected. We are working internally to review and improve processes in place to ensure no other clients experiences this frustration.

• Initial Complaint

  Date:02/28/2024

  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.

  I paid an ER bill in January. For some idiotic reason, these people denied the claim or something. We have never ever had an actual medical bill questioned. Unfortunately, I didn't have a copy of the bill as it was a text reminder that prompted me to go pay it. I requested a receipt when I paid but all they sent me was a very simple payment amount and who it had been paid to. So when Isolved denied this, I sent them a copy of that receipt. Still denied. I have been on the phone for HOURS with the hospital, either nobody answers and I sit on hold forever or the couple times I have gotten a person, they've said a detailed receipt has been mailed. It's been two months, I've received nothing in the mail. They say they can't email it, it's not available online. I don't know what else to do. Tried calling, emailing and submitting a question online to isolved to ask about this and again, nobody answers the phone, messages go unanswered, the online portal thing rejects the contact request and the email address came back as undeliverable. I need someone to help resolve this, it's ridiculous how much time I've wasted just sitting on hold with two different companies and nobody is answering me! Claim code in the app is C45636240104D0001501.

  Business Response

  Date: 03/04/2024

  ***************** submitted the payment made to the provider, but it does not meet the 5 criteria of substantiation per the IRS.  The participant received a denial and request for more information on 1/10/24.  The participant then resubmitted the same screenshot showing payment on 2/27/24 with no further documentation that was requested.  The team is reaching out to the participant today 3/4/24 to discuss and explain what is needed for substantiation of the claim.  They will call the mobile number and email the participant with the contact information that we have on file.

  Customer Answer

  Date: 03/07/2024

   
  I am rejecting this response because: I'm still not clear why the contact information on your website does not work.  I tried so many ways to contact y'all before coming to BBB.  Please ensure you have accurate contact information listed so your customers can actually get assistance quickly and easily.  I spent weeks trying to get the hospital to respond to me as well and had to file a complaint against them just to try and get a receipt.  I wanted to know what happens if I can't get the hospital to provide me with anything?  Then what? I spent so many wasted hours on hold, trying to get a hold of you and trying to get a hold of the hospital.  This is completely ridiculous.  Fix your customer service so when people do have questions, they can get clear and quick answers.  Also your consistency on approving or denying receipts is nonexistent.  I have had receipts approved with NO information and others that appear to have enough that get rejected.  No consistency on this and it's irritating.
  
  

  Business Response

  Date: 03/14/2024

  We apologize for your experience with isolved. We strive to provide our customers with the best service possible. We understand that these challenges can be frustrating, and we want to assure you that we're continuously working to improve our processes and streamline our system to better meet your needs. I have sent your feedback to our customer support team so we can so we can take the corrective steps to improve our services.

• Initial Complaint

  Date:02/14/2024

  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 was my Health Spending Account provider. My company changed providers. Because my company changed providers, I had to rollover my HSA account. I sent them a pre-populated form with the pre-populated address. They incorrectly addressed the envelope. It was supposed to go to an address in **, but they addressed it to an address in ******** check was for $2300+. They are now saying protocol is to wait 30 days for the post office to return the check. If it's not returned, then they will cancel the check and issue another one. In the meantime, I'm out the $2300. No one is helping me. It's a dead end.

  Business Response

  Date: 04/09/2025

  Hello *********,

  Someone from my team emailed you a copy of the cashed check on 4/26/24 via email correspondence.

  Please let me know if there is anything else I can do.

  Thank you!

• Initial Complaint

  Date:02/06/2024

  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.

  Be careful with Isolved. They will shut down your access when services are up and running without trouble. All employees will lose access on payday creating a nightmare scenario for your employees. **** left the employer account, didn't make it to employee accounts, and access for employees cut. Not once, not twice, but three separate times. . . . Be careful employers. You've been warned

  Business Response

  Date: 02/13/2024

  We are familiar with ***************************** (Customer).

  Legal was made aware of a problem with Customer, who violated the terms of their contracts(s) with us and was reacting unreasonably in a malicious manner to harm isolved in response to isolved enforcing the terms. isolved strongly disputes the accusations and provides the following contextual information as evidence. Please see attached.

• Initial Complaint

  Date:10/03/2023

  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.

  On 8/11/2023 Isolved debited incorrectly and unjustly $1440 from my checking account. After hours of back and forth with the company i was told via phone and email that I was correct and should not have had that debited from my account. On 8/22/2023 i was emailed that they needed to confirm my account # so they could use for the credit. I confirmed on 8/22/2023. I called with no response. I emailed on 8/30/2023, 9/15/2023 & 9/16/2023. No response. On 9/20/2023 I spoke with a ******* who said she would look into and I told her i expected an answer by the following day. On 9/21/2023 I received a call from *************************** that i would have my credit no later than Wed, Sept 27, 2023. That day came and went and I still have not received the credit. On 9/28/2023 I was told sorry its not showing up, but its still being processed. I have been lied to and played by this company, It is now 10/3/2023 and I am still out my funds. I am losing interest on my money that was incorrectly taken from me. I want a formal complaint and a response from this company.

  Business Response

  Date: 10/03/2023

  Here is what I found.
  
  Client decided to leave isolved but had signed a contract with us.  The remainder of the contract was $1440.  We charged the client for this on 8/11.  We then decided to waive the fees since there were some service issues on our end.  A credit request was submitted on 8/22 to give the client the money back.  The client reached back out on 9/20 looking for the credit.  ********************* reached out to ****** to get it approved. The client then reached out again on 9/27 looking for an update.  ****** reached out to the client on 10/3 saying the credit will hit the account on 10/5.  I am not sure why the credit took so long but that is the story behind her response.
  
  Please let me know if you need additional details.
  
  Thank you
  

• Initial Complaint

  Date:08/29/2023

  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.

  I had cobra from my former employee beginning 08/01/22. I've paid my account every month until it was canceled. They accepted my payment in July, but my former employer changed cobra carriers 07/01/23. I wasn't able to pay for August online, so I called them, and that's when I found this out. So I was told by isolved that I didn't have coverage in July, even though they accepted my payment. I had dental work done in July that was approximately $2200, and they didn't pay one cent. So now I'm being told there's no refund coming, AND I also had to pay the entire dental bill myself, when I was supposedly covered. They also screwed me up in the beginning when I made the first 2 payments of $926.33 only to find out WHILE AT AN APPOINTMENT that I didn't have coverage. Was I covered in July or not? If yes, then they need to rectify my dental and medical expenses. If no, then I want the payment returned to me. They're trying to s**** me over with either option.

  Business Response

  Date: 08/30/2023

  *********************** is a former employee of our former client C9947311 *******************.  ****** elected COBRA coverage in August of 2022 and kept the coverage current.  The client, *******************,cancelled our COBRA services as of 6/30/23 and it appears they did not communicate with ****** in regards to the vendor change.  ****** then processed a payment to isolved for their July 2023 COBRA premiums which isolved accepted.  *** standard practice, isolved sent those funds to the former customer.  We have explained to ****** that the her former employer and our former customer has the funds and should have provided the new COBRA vendor with her information to maintain their COBRA coverage with the carriers. We did speak with the former client contact on 8/29/23 to explain the situation and that they needed to provide ******* payment information to their new COBRA provider so that they can continue the coverages that ****** had.
  
  Attached are the dates and notes of the interactions with ****** at the beginning of the month and the client yesterday.

• Initial Complaint

  Date:07/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested to have services discontinued. Was told we were in an agreement. Sent information to requesting agreement NOT to be renewed. Charged us again. Haven't used the service since 8/2022. We just want to return the equipment, and have them quit charging us for nothing.

  Business Response

  Date: 07/17/2023

  In looking at the complaint and the evidence supplied by time clock user, it seems this matter was resolved via email. I have attached the case that was resolved on 7/17/23 when the participant emailed our support team asking to end their services with their isolved time product. The request was received on Monday, July 10th, 2023 at 10:58am and processed on Monday, July 17th, 2023 at 1:57pm. There is no record of this participant contacting us prior to this and that ties into the fact that the participant was continually billed. 

  Customer Answer

  Date: 07/18/2023

   
  I am rejecting this response because: Partial false information provided.  I do accept that I received an email yesterday that they accepted our request for termination.  Saying that I only requested it on 7/10 is not true, I requested this be done in October 2022.  I understood that we couldn't terminate until June 2023, that is why I never disputed the charges.  Also in October 2022 I requested an RMA to return equipment, I have been told on several occasions that I would get that, still no RMA.  I only filed a complaint after my correspondence with one of the representatives at iSolved saying we were obligated for another year since I didn't request termination within their 60 day timeframe.  I believe 10/22 would qualify for this.  Since I have the email to the agreement of terminating our agreement, once I see a credit issued for the July charges they made ($576.89), and the **** I will accept and close the case.  With the lack of follow-through from them, I would still like to keep this open for mediation purposes if that is acceptable.

   

  Thank you for your time.

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

  Business Response

  Date: 07/24/2023

  The *** number was provided to ***** on the July 19th.Information is below. I also see that there has been a credit requested for the client for the July invoice for $576.89. Ill see if I can get this pushed through today.
  
  Please ship the clock back to the address below.  Be sure to include the ** number *****.
  
  iSolved
  Attn: **#*****
  ********************************* Suite ************************************************