Complaints

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

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  JustWorks, Inc.

  601 W 26th St Rm 400 New York, NY 10001-1158

• 

  JustWorks, Inc.

  PO Box 62 New York, NY 10272-0062

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:05/09/2024

  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.

  The company I work for outsources some of its HR to JustWorks. During the last enrollment period, I enrolled in dental insurance for myself, my husband, and our college-age daughter. My daughter graduated recently and obtained a full time job that provides dental benefits. JustWorks confirmed that this is a Qualifying Life Event, but they are requiring a verification letter from Guardian (her dental insurance carrier) stating her name and the date coverage began. Guardian says they only provide verification letters for cancellation of coverage. I have submitted a screenshot of my daughter's notice of coverage, which includes Guardian's name, my daughter's name, her employer's name, the date coverage began, and the policy number. I have also submitted a copy of her insurance card. The documentation I have submitted should be more than sufficient to have her removed from my dental plan. Meanwhile, I continue to have my daughter's dental insurance premium deducted from my paychecks. (This is not an issue with the insurer, but with JustWorks.) I would like your help in resolving this issue, please. I only want JustWorks to accept my documentation for what they have already acknowledged is a Qualifying Life Event and stop deducting money from my paycheck for her dental coverage. I am submitting documentation regarding my daughter's new dental insurance and the response from JustWorks. I can also provide a picture of her dental insurance card as proof, but I'm unable to Upload the image to this form.

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising 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.

  Justworks didn't communicate to Aetna that my daughter had health insurance for an entire year. According to *****, she wasn't enrolled in health insurance due to Justworks' mistake. As a result, I had a $2000 bill from *************** come to me and it was sent to collections, which affects my credit score. Justworks has one job - to communicate our eligibility to insurance companies. They failed at that, and put my daughter and my financial health at great risk.

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by JustWorks, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:05/31/2023

  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 the misfortune of having to contact the HR outsourced platform Justworks because I had not received any of my benefits (health plan and commuter) after I was paying them and became eligible. They were not helpful and when I asked for a manager escalation they refused. I had to open more than ******************************* every single one of them and also on the call when a supposed manager called *** said that I violated a policy (I asked him to send it over for review) and that they were going to talk to my employer with confidential HR information that should be privy to privilege as HR is supposed to do. They were threatening me with work prosecution for being passionate and forceful when speaking to them. Did I use expletive language? Absolutely. Was it directed at any of the 7 agents that refused to help me? No. They messed up my benefits, refused to help and subsequently threatened me with retaliation via my source of income, my employer. On the phone I spoke to the agent ****** and she told me the managers had refused to hear my concern. They refused to talk via chat, they refused to talk on the phone, how are business like this supposed to be held accountable when these managers refuse to talk to the people they are hurting? Justworks has horrible customer service and its willfully trying to destroy my career and reputation all because they refused to accept they did not send my health benefits information on time.

  Business Response

  Date: 06/02/2023

  Hi *****, 

  Justworks terms of use prohibits any harassment and abusive conduct. You can read more about this policy in our terms of use, here: *******************************************************************************************

  While we are sorry to hear about your dissatisfaction with our service, the reason your chats were closed was due to the violation of this policy during your interactions with our team. 

  We have connected with your company administrators regarding your initial request and encourage you to continue the line of communication with them moving forward for any questions related to your Justworks account or benefits.

  Thank you, 
  The Justworks Team
  

  
  

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have read your policy many times, I have not found the clause were you get to decide to send my private chat information to my employer without my consent. Furthermore, upon review of the chats you can see that no expletive was used as an insult yo any agent, but as an adjective about the situation. More-so, the issue being discussed was fixed and it was exactly what I had been trying to get assistance on. So, it was your agent who refused to take my concern seriously nor work in an appropriate and continue to aggravate the situation.

  While I understand the use of language in a professional setting, you are talking about ny benefits and private data that Justworks compromised and refused to fix. I asked one of your managers to forward me the policy and he refused.

  I have reason to believe you violated the law as well as negligent intent by the manager named *** that has negative consequences with my employer. If Justworks had done its work correctly and taken my claim seriously,  this would not be happening.

  Where is your communication policy? Why do you breach HR privileged discourse and weaponize it to hurt the employees you are supposed to service? Why did your employees on the phone and chat refused to escalate to manager?

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/27/2023

  Type:Product 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.

  JustWorks has withheld my payroll for more than two weeks. Giving excuses that I have proof are not factual. Its an absolute miscarriage of customer service. I have photo documentation of over 30 emails and 20 calls with know result. Their employees (cust service) know very little about payroll and the banking industry. They sent my pay/severance to a dead bank acct that wasnt used it almost a year ************* ***** immediately bounced it back to them (have tracer ID from Chase to prove this), but JustWorks just claims they havent received it. Even the manager at chase bank said that Justworks is absolutely doing something fishy/non-ethical. This is really sad and I pray that someone does something about the way these people conduct business and effect peoples entire lives negatively. Be warned. Do not trust this people or this company.

• Initial Complaint

  Date:09/13/2022

  Type:Product 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 pre-ordered a monthly pass through their Commuter Benefits portal a month in advance and even received receipts and and reference number that they took my money and processed my order. I never received a train pass neither physical or ********** called them and have been passed around for 2 weeks and even told we dont give out passes the train company should. I called the train company and was informed NO Commuter Benefits is supposed to give you one because you paid the money to them. No one could find my ticket or explain why it never came or if it was supposed to be digital or physical. I have been passed back and forth between Commuter Benefits and the train company for 2 weeks. Commuter Benefits even records all of their calls and on my first 2 calls with them I was explicitly told if I have to come out of pocket for additional train tickets while they try to find my original ticket, they would reimburse me. Only to later be told by a supervisor today that they do not reimburse. I asked for a full refund of my $200 for my train pass because it has been a hassle dealing with this all while having to pay everyday for the train while waiting for this issue to be resolved. I was told I cannot get a refund only credit towards another ticket. I no longer want any dealings with this company. I just want my money back!