Complaints

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: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.

  Our company Oakland Spine signed up for initial Rippling agreement in June of 2023 after an extremely pushy sales team convinced us of a quick sale for a discounted rate. They promised an extensive HR product with a well built automation and personalized service to walk through the entire setup of the program. We paid $6K for the initial deposit, and communication with Rippling from that point down turned to a handful of useless zoom calls over the next few months that left us helpless to setup this system on our own. After repeated emails (takes about 5 to get a reply from 1 person) we let them know we would not complete even the initial setup. At this point weve had emails from about 20 various people, switching account managers on a normal basis. They promised theyve been looking into closing this account for months now, and even now charged us again without having authorization on 4/1 for another $2K for a program that we havent even been able to setup let alone implement. We have emailed over and over, and there are no hotlines to call leaving us helpless to this irresponsible and unreachable company. We were looking for a partial refund of the original deposit and an immediate refund of the fraudulent April charge and have gotten no response from this company except for were looking into it for months now.

  

  Business Response

  Date: 05/02/2024

  Upon receiving your review, we immediately initiated an investigation into the matter. After thorough review and consideration of your concerns, we've taken decisive action to address the issues raised. A refund has been processed for the amount of $8622.50, which has been credited back to the original payment method. The customer can expect to see this amount reflected in their account within the next 3 to 5 business days. We have communicated this resolution to the customer.

  Customer Answer

  Date: 05/03/2024

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

• Initial Complaint

  Date:04/19/2024

  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.

  My previous company used their services. I signed up for an *** through the benefits portal. Upon termination from Sentient Lasers LLC the **** card associated with the *** account was deactivated. Since I have not received any notices as to where the $800 therein the *** account was moved to nor have I received an alternate card to access the funds. I have called the bank who is listed and was referred back to Rippling. I have also reached out to Rippling (via email as requested-twice) to aquire the info or next step in the process. However I get an auto response that I am not an administrator and my inquiry will not be answered (emails attatched). The phone contact for Rippling requests an email correspondence and proceeds to hang up. I am looking for help to locate the *** account info due to not being able to reach Rippling. At this point I feel my money is being retained from my access/stolen. Any assistance is appreciated dated.

  

  Business Response

  Date: 04/25/2024

  After receiving the review, we contacted our HSA partner to verify the employees access to their HSA account. Our partner informed us that the employee had not completed the verification process necessary to access their account. Our HSA partner also confirmed that they had emailed the employee regarding this update. As we do not have direct communication access to employees, we contacted the employee and their company admin to inform them of this information.

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this continued progress toward a rezolution is satisfactory. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/20/2024

  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.

  Hello,I was promised a $50 gift card after their live demo. It was 2 weeks ago and still no gift card. I have asked them several times to send but they are ignoring me. This is immoral and took a lot of my time. Please help.You can see their trap about the $50 gift card on their website below:************************************** Thank you,*******************************

  

  Business Response

  Date: 02/22/2024

  Upon review of this complaint, Rippling sent the $50 gift card to the customer via email for the demo. 

  Customer Answer

  Date: 02/22/2024

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

• Initial Complaint

  Date:02/05/2024

  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.

  Simpli.fi used Rippling HRIS for *********************************************************************************** ****. Rippling used 3rd party vendors for HSAs... in 2023 they moved from ********** Savers to Elevate. So our employees need 2 ****-SAs; however, because we are no longer with Rippling and refuse to pay them for the entire system, we no longer have access to the documents they told us we would have... When calling wealthcare savers they are saying that they cannot do anything because they work with Rippling and that employees can get to their information via the Rippling portal (which we do not have access to). We had brought this to Ripplings attention 2 weeks ago and it was not until 1/31 they informed us that they would be mailed out; however, when contacting wealthcare savers on 2/1, found out that was a lie and they never had mailed out the ****sa's.To also note, Rippling did the account closure and transfers for our employees who signed a form; meaning that the employees have NO way to get into the system or open an online portal (because the accounts are closed)Now, 5 days past the deadline to mail out the ****sa Rippling is still holding our employees documents, needed for them to complete 2023 taxes, nothing is getting done and we are being sent in circles. This needs to be addressed asap. Furthermore, I highly recommend a full audit of the company, as they had done extremely questionable/shady things leading to proof of horrible business ethics - leading to our decision to no longer work with the company.

  

  Business Response

  Date: 02/13/2024

  Upon receiving this review, we reached out to the customer to inform them that we were looking into this with our former vendor to provide further insight into the status of their employees ****-SA's. The company no longer had access to these documents directly via their Rippling account as they terminated services with Rippling on 12/31/24.

  
  Upon our outreach to ********** Saver, we confirmed that Simpli.fi employees ****-SA tax forms were being sent out accordingly, and that the company was misinformed when they were told this was not being done. These forms are handled directly by the vendor for employees who had payments/distributions necessitating a ****-SA.

  
  We determined that there was misinformation provided by ********** Saver to both the company and Rippling on the status of employees tax forms. Upon our engagement, Rippling confirmed that ****-SA forms were mailed by the vendor on 2/5/24, 2/6/24 and 2/13/24 for all employees.

  
  We have since been in contact with the admin and confirmed that all Simpli.fi employees who required this form were sent out by ********** Saver.

• Initial Complaint

  Date:02/04/2024

  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 originally contacted this company to sign up as our payroll. Unfortunately, it was focussed on mainly ************* companies and not ******** companies and we were very confused by the implantation. So I contacted them to let them know that I was no longer going to use this company as a business and theysent me an email confirming that I was no longer with them. Since June they have been taking $234.60 out of my bank account every month Ive contacted them on numerous occasions, confirming my cancellation of their services they have to respond or send me further details on my cancellation

  

  Business Response

  Date: 02/05/2024

  After receiving the review, the customers account manager contacted them and verified that their account was canceled. There was an internal error that caused the account to not cancel correctly, but it has been resolved now. The account manager also confirmed that a refund of CA$1604 for charges incurred since June 23rd has been processed and credited back to the customers bank account.

• Initial Complaint

  Date:02/01/2024

  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.

  I would like Rippling to immediately deposit my HSA funds to my HSA account.My employer switched from WEX to Rippling for HSA administration at the end of December 2023. Approximately $2000 was in my HSA account at that time. WEX confirmed they transferred my HSA funds on December 28th, but the funds are still not in my Rippling HSA account. I was told two weeks ago to wait until the end of January. Today I was told to wait two more weeks. It shouldn't take six days to handle a file load, let alone six weeks. I'd like my funds deposited into my HSA account immediately. I have medical bills to pay.

  

  Business Response

  Date: 02/07/2024

  Upon review of this complaint our team confirmed that the employee is transferring funds from their previous HSA provider to Rippling's HSA. The transfer was initiated by the employee with their previous provider, but the funds have not been received or deposited into the employee's Rippling HSA bank account. Our team confirmed that the transfer process is initiated and tracked by the employee's previous HSA provider. We are in contact with the employee and the employee's admin and providing guidance on how to work with the previous provider to track the transfer. 

  Customer Answer

  Date: 02/08/2024

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

• Initial Complaint

  Date:01/23/2024

  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.

  On 12/21/23 I became locked out of my Rippling account. As the owner of my business, I needed to gain access to my account to process the Dec. payroll and 2 off-cycle payrolls for bonuses for my 9 employees. These 3 pay runs had substantial employee and employer taxes associated with them. I contacted Rippling and explained the urgency of my situation. 12/26 was the cutoff for Dec pay runs according to the Rippling system. Rippling support told me it would be A MINIMUM OF 10 DAYS before I could gain access to my account! I was told the 1st part of the process was to do a video call with a support person who would verify my identity. I arranged for this immediately. I pleaded with the Rippling representative during that call to escalate so access to my account could be reinstated and offered to provide anything conceivable they might need to verify my identity. I was assured the situation would be escalated. Many other email attempts to get my account access reinstated were met with the same generic message about the reasons why they couldnt help me. Unbelievably, 12/26 came and went and I was unable to process the critical payrolls. They reinstated access to my account on 12/28 and immediately ran the 3 payrolls - hoping funds would be taken out of my account and my employees would receive the *** transfer of their salaries and bonuses by the end of Dec. This did indeed happen - by 12/30.Rippling is now saying that even though I completed the pay runs in December and my employees received their funds in December, because the Rippling check date was 1/2/24 in the system the W2 and all tax reporting will be for January **** for these runs! They are now saying the only solution is to backdate 3 new pay runs and debit my account again for the employee and employer taxes - which means I have to pay out more than $700K again - for taxes that they already collected!My situation is currently unresolved!

  

  Business Response

  Date: 01/29/2024

  After receiving the review, we had an internal meeting with our Tax Ops team and directly contacted the customer to provide further assistance. Our Tax Ops team successfully managed to reach out to the *** and NYSW to transfer the funds paid earlier to the agency in previous pay runs to Q4 2023. This prevented the customer from being charged again for the backdated correction runs that needed to be processed. We are also collaborating with the customer to generate accurate ***** for their employees and ensure that future runs are correct.

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I appreciate the efforts on the part of the executive escalation team at Rippling to address this issue quickly after it was brought to their attention through the Better Business Bureau communication as a result of my complaint.  I experienced significant personal stress, business disruption and cost as a result of the time that I and my accountant needed to spend throughout this process, and hope Rippling can improve their processes in the future - including their processes for escalating critical issues - so others don't have to go through a similar experience.  Thank you to the Rippling team.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/16/2024

  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.

  My former employer used Rippling in 2023 for payroll. Since then, my employer has dissolved as a company, so there is no Rippling admin for me to contact at my former employer.Id like to know if my 2023 W2 is going to be uploaded to Rippling, or what I should do if it wont be.I contacted ********************************** and got an automated reply saying my email has been filtered out because I'm no longer associated with Rippling. This is absurd. I would like to speak with someone at Rippling to get an answer to my question, however they make themselves totally un-reachable to people in my situation (not currently an employee at a company using Rippling, no Rippling company admin to contact, no e-mail address associated with former employer that Rippling system recognizes).Please let me know how I can speak with a human at Rippling.Thank you.

  

  Business Response

  Date: 01/19/2024

  Upon receiving this review, we reached out to the employee and their Rippling Admin to explain that W2s will be available in their Rippling account by January 31st. We also advised the employee that should they still have questions for our support team they should reach out to the Rippling Admin that we had included in the email as they will be able to contact us directly on the employee's behalf.

  Customer Answer

  Date: 01/19/2024

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

• Initial Complaint

  Date:01/03/2024

  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.

  After an arduous onboarding process, we decided not to proceed with Rippling. Months later we noticed that they were still charging our account even though we had advised that we were not enlisting their services. After contacting them regarding this issue and being advised that the payment was sent out we still have not received it and worst of all I just noticed that they still just charged us again yesterday!!! There is conveniently no contact number and nobody has reach out to us ad of yet with the same vigor they did when they wanted our business, it's shameful!!!

  

  Business Response

  Date: 01/08/2024

  Upon receiving this review, we reviewed the account internally and confirmed the customer's subscription was still active due to a processing error. We canceled their subscription and refunded $767.28 back to the customer and notified them immediately via email. We confirmed with the customer that the refund has been processed and should be showing in their account in the next few business days.
  

  Customer Answer

  Date: 01/08/2024

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

• Initial Complaint

  Date:12/31/2023

  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.

  My company recently started to partner with Rippling to manage their employee payments. For some reason, Rippling allowed the company to upload all my previous direct deposit information and authorised a one time deposit to my account without me authorising any of it. I did not authorize the upload of my person information or taking action to 'test' my account to see if it was valid. Now, this account that was created, I can't even login to. They said this is a glitch on Rippling's side they they are trying to fix. I am in conversation with the my company about the ethics and legality of this but I would like Rippling to completely delete my information, especially the account information that was given them without my consent and for me to completely start this process myself, with me uploading and consenting to what information I want included. Rippling should have never been given information regarding any accounts without my permission. I would also like to be able to login to the account. I really question Rippling's ethics that they allowed the company access to employee account's to upload personal information without their consent. It is shaky legal ground they are walking on here.

  

  Business Response

  Date: 01/09/2024

  Upon review, we have confirmed directly with this employee's employer that the employer entered the banking details of the employee on their behalf. The employer entered the information to ensure that the employee could be paid on time. Rippling didnt update this information and was not involved in the employer's decision to enter the employees details. Regarding the test, Rippling conducts a test deposit to verify the accuracy of the bank details and ensure that the employee can receive ACH payments directly from Rippling as a payroll provider. We have contacted the employer and employee to help explain what happened and assist the employee to login to Rippling.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21071381
  
  I am rejecting this response because: Why is anyone other the person who owns the bank account and personal address information info allowed to upload information? This is a security risk. They said the only reason they could do that was because you authorized temporary permission to do that. Understand, this was also done without anyone telling me. Also, I am unhappy because I cannot contact support in any way. What would happen if someone just took someone's account info and uploaded it and that person could not communicate with the person that did it? How would they remove their info if they have no way to contact you? They would need to get a lawyer, which is expensive, ******** said all of this was highly unethical and possibly illegal. (Their words, not mine.) I feel like was not treated with any respect in this situation. And again, you initiated a 'test' deposit without receiving any permission from me. It is not my company's account, it is my personal account. You cannot go linking accounts without the account owners permission, which you did not have. And I still cannot login to the account. Your team has done nothing to fix the problem. Despite sending me numerous 'reset' password requests, which I have tried numerous time and connecting to a 'special' login page which also does not work, you have done nothing other than what I had previously been doing myself. I want my data deleted and I want the whole thing stated from scratch myself because I did not give you permission to have any of the data you have. 
  
  *****************

  

  Business Response

  Date: 01/16/2024

  This employees company migrated their company to Rippling on 01/2024 for payroll and HRIS services. As with all payroll providers, Rippling securely stores employee bank account information to process payroll. During the implementation process, Rippling enables employers to invite employees to the system to enter their bank account information into their employee profile. However, we connected with the employer and were informed that in this particular employees case, the companys super admin input this employees bank account information from their previous HRIS platform into Rippling since the employee was unreachable and could not input their banking information prior to their first payroll. Rippling did not authorize temporary permission for the employer to enter these details. Super and full administrators in Rippling have complete access to all apps and data in the company Rippling account. ********************** was not a part of the companys decision to input this information on behalf of the employee without proper communication. This was a decision made solely by the employees company. 

  As such, we have connected with the employer and have asked them to work with the employee directly to determine the appropriate next steps regarding the employees data in Rippling. The employer can delete the employees profile and remove the data from Rippling as the employee requested. Rippling is not able to take action on the employee/employers behalf. 

  In regards to the login issues, we emailed the employee on 1/9 and again on 1/12 offering to meet over a Zoom to troubleshoot their log in issues. We have a call scheduled with the employee on 1/17 to review their log in issues. 

  We understand the employees concerns and apologize for their experience. We agree that the employer should have communicated with the employee prior to updating the information in Rippling to ensure that the employee was comfortable with their actions. Rippling encourages the employee to work directly with the employer to ensure that this matter is resolved. 
  

  
  

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21071381
  
  I am rejecting this response because: Unfortunately, I cannot accept this response because the issue is the same as it was previously. Despite being able to login with your team earlier, I cannot login to the account again. The most recent unsuccessful attempt was at 5:50pm EST on 1/17/24.

  In regards to data privacy, employers should not be able to upload employee data themselves.  Data privacy laws state companies cannot share data without consent except in need to know situations. In this situation, they did not ask for or have consent to upload my data themselves. It is also untrue that I was not able to input data myself and the payroll was not a significant enough amount to worry about a timing issue, especially when they were able to issue a check. Also, we were only given 3 business days immediately before and after Christmas to complete this. I don't know if this was because Rippling only gave them this amount of time or they failed to give us proper notification. They also attached the wrong bank account for the wrong employee which is a huge concern. My bank account was attached to a different employee. I understand that you did not do this on your end, but by having a system that allows present and possibly former employer employers to enter private data without an employee's consent brings up legal issues. And the fact that someone cannot contact you to get it removed also is extremely problematic as it was discussed that my data may still also be linked to a former employer who I no longer work with. The system should wipe inactive employee accounts after a certain time period. This probably would help employers better manage active and inactive staff better as well.
  

  My other data concern is why is an employee birthday necessary? People were complaining out this online with Intuit Quickbooks as well.

  Really, on my side, I would just like all my data completely wiped from the system until  I can login and create the account myself. At this point though, my concern is, even if I could do that, I will still get locked out of the account with all my data stuck on your server.
  

  Thank you again for your assistance in this matter.
  Sincerely,
  *****************