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 has 6 locations, listed below.

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  isolved HCM, LLC

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

• 

  iSolved Benefit Services

  2355 John F Kennedy Rd Dubuque, IA 52002-2835

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  isolved

  5030 E Sunrise Dr Phoenix, AZ 85044-5201

  
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  Infinisource, Inc.

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

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  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:06/08/2023

  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 received claim checks from an account held with the company. The checks were rejected by my bank because my bank was unable to locate the account based on how the checks were printed. I reached out to iSolved who wrongfully informed me that the issue I was having could only be resolved by reaching out to my employer and having them look into the issue. My employer reached out to iSolved and determined it was an issue with how iSolveds checks are printed. A reissue was requested. The checks have not been reissued for two weeks. When I reached out to iSolved to follow up, there were no notes on my account about a reissue being needed. They sent me a lost check form, informing me that I would be charged a stop payment fee and a reissue fee for the checks. I did not lose the checks, the checks were not in good order by the issuer and I am not paying a fee to have them reissue another bad check.

  Business Response

  Date: 06/12/2023

  The delay was due to having to contact the customer and have them confirm that the check had been stopped on their end.  The customer does not use an ********************** bank account, but their own for the reimbursement checks.  The customer provided the ok to reissue the checks and this has now been processed.  ******************* has entered bank account information, so these reissues will be processed as electronic deposits into the account on file as requested.  ******************* should see these post to their account 6/12/23 or 6/13/23 based on bank processing times.
  
  4/14/2023 $1,538.48 CR CK **********
  
  4/28/2023 $192.31 CR CK **********
  
  Thanks,

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because: I was never asked to confirm the checks had a stop payment. ISolved said they were waiting for my employer to confirm the funds were available for reissue. No communication was provided to me or my employer on the reissue so we were all unaware that the reissues were in process. The company lacks basic customer service communication skills in terms of following up with promised return calls and no communication with me or my employer. I accept that the reissue has been processed and will be confirming the deposit is made timely; however, the fault is ENTIRELY on iSolved for issuing checks that **** of America (and I assume most large banking institutions) cannot accept and for iSolveds inept all-around client-facing representatives.

  
  

• Initial Complaint

  Date:04/24/2023

  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.

  We are a local government entity and contracted our payroll services with a small local company AAP. They were bought out by iSolved HCM about a year ago and we began having payroll issues. After speaking with our district manager we deduced to stay with the service and issues continued. We signed a contract with another payroll service and need reports to send to the other company. I sent the request and now they want to charge us for the reports which they have NEVER done before. We are still under contract. This is unacceptable and one of the many reasons we are leaving. I was sent an email from a customer service rep last week asking to reach out if we needed any further reports and now no response. After a week, we called and now they want to charge us for the reports.

  Business Response

  Date: 05/05/2023

   

  We bill clients if they ask for us to email report packages to them. This policy is designed to encourage clients to use self-service and to cover tour effort for compiling these reports. The client below came from AAP, which did not bill clients for emailing reports. We do make exceptions for clients to ease the transition after theyre acquired, but the client was quoted when speaking to a different representative on more than one occasion. We have offered the reports free of charge for as she transitions to a new provider as a show of good will.

  Customer Answer

  Date: 05/05/2023

   
  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.