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:12/22/2023

  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 am filing a formal complaint against Rippling due to the gross negligence and lack of responsiveness in handling critical matters pertaining to our company's payroll services. I hope that by bringing this matter to your attention, we can expedite a resolution to the issues we have encountered.On 8/4/23, our company received a letter from the *** indicating a discrepancy between our 941 and W-2, Wage and Tax Statement forms for our 2020 filings. In response to this serious matter, our designated representative immediately attempted to contact Rippling to rectify the situation. Unfortunately, our efforts have been met with utter frustration and an alarming lack of customer support.Despite multiple attempts, we have been unable to establish any form of communication with Rippling. Our initial inquiry to obtain employee forms and W-2s went unanswered, and subsequent attempts to reach customer service have been futile. The company provides no phone number for direct contact, and efforts to utilize the customer support email were rejected as we are not considered active customers. Live chat support also proved unhelpful, refusing to engage with us due to our inactive status. Additionally, our request for a bulk download of documents was denied for the same reason.This lack of responsiveness is not only unprofessional but also jeopardizes our company's compliance with the ***. We are currently unable to rectify the discrepancies highlighted in the *** letter, and our attempts to resolve this issue directly with Rippling have been exhausted due to their inaccessibility.Given the urgency of this matter and the potential legal implications, we are left with no choice but to explore legal options if a resolution is not promptly facilitated by Rippling. In light of the aforementioned circumstances, we kindly request to expedite a resolution to this matter and urge Rippling to provide the necessary documentation without further delay.

  

  Business Response

  Date: 01/03/2024

  Upon receiving this review, Rippling has since informed the (former) customer that the company left ********************** in April 2020. During the off-boarding process, the company requested the following:
  - Last quarter that Rippling will file quarterly taxes: Q1, 2020
  - Last year that Rippling will file W-2s/1099s: 2019

  As such, we have confirmed with the former customer that ********************** properly filed for Q1 2020 and provided the appropriate documentation of the filing. We advised the customer to work with their new payroll provider for the additional quarters and end-of-year reports upon leaving Rippling. Additionally, we have clarified with the (former) customer that the reason they were experiencing issues reaching our support was due to their email not being associated with the companys Rippling account. We are currently working with the customer directly to ensure that they have authorized access to the former account and eliminate any further issues.

• Initial Complaint

  Date:12/09/2023

  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.

  I checked my FSA balance through Rippling on 11/30/23 and saw that I had a balance of over $4,000. My company switched to Rippling from Gusto in 9/23. I was not familiar with my FSA balance due to the switch, rollovers, and employer contribution. I knew I needed to spend this money before the end of the year and decided to seek out *****. I went to multiple appointments which required me to take time off work, I spent money on copays to see a specialist, I traveled to another city for 2 appointments, and my pre-op appointment is included in the overall price of over $5,000.00, meaning I will owe money for that appointment even if I don't have the surgery. When I got the bill and went to check the exact amount in my account for the ************ to charge, my account showed less than $500. I had just asked the company rep that deals with Rippling to ask them when my new card would be arriving at my home (I never received the first one). This leads me to believe Rippling was aware I would be using my account very soon. When I reached out to my rep again to ask about the $4,000.00+ deducted from my account with no prior communication, she reached out to them. They claim they "made a mistake" with an initial deposit into my account and are now correcting it (the day before I was to pay for my surgery). We use a company called Benni or ***** to manage communications with ***** and Rippling because they are extremely difficult to communicate with and get transparency from. Crazy, right? To be blunt, your mistake cost me time and money, it wasn't just an inconvenience, and you need to take financial responsibility for it. I've already reached out for legal advice should Rippling decide to be difficult about this (likely).

  

  Business Response

  Date: 12/19/2023

  Upon receiving this review, we reached out to the employees admin to inform them that the *** balance for the employee was erroneously adjusted in Rippling. We are in contact and working directly with the admin to correct the funds accordingly.

• Initial Complaint

  Date:11/30/2023

  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.

  1.Date of the Transaction oMay 1st to June 2, 2023 Payroll ?Payment date: 07/17/2023 oJune 1st to June 16th, 2023 Payroll ?Payment date: 07/17/2023 oJune 5th to June 16th, 2023 Payroll for ******************* ?Payment date: 07/17/2023 oOff-Cycle Payrun (June 19th to June 26th, 2023)?Payment date: 07/03/2023 2.Amounts of Money Paid to the Business (Rippling)oMay 1st to June 2, 2023 Payroll ?Total paid: $1814.71 (Employee $1078.01, Employer Taxes $736.70)oJune 1st to June 16th, 2023 Payroll ?Total paid to Rippling: $2,139.60 (Employee Taxes $1,504.10, Employer Taxes $635.50)oJune 5th to June 16th, 2023 Payroll for ******************* ?Total paid to Rippling: $689.11 (Employee Taxes $439.02, Employer Taxes $250.09)oOff-Cycle Payrun (June 19th to June 26th, 2023)?Total paid to Rippling: $2,515.92 (Employee Taxes $1770.14, Employer Taxes $745.78)oGrand Total Paid to Rippling: $7,159.34 3.Business Commitment oRippling was committed to providing payroll and tax filing services.4.Nature of the Dispute oRippling allegedly failed to file taxes for Quarter 2 as agreed upon and is currently not assuming responsibility. The ******** Education and Labor Cabinet has requested payroll records for an investigation and filing of delinquent unemployment Insurance tax reports. Rippling claims they started filing taxes from June 24, 2023, which contradicts the user's records. They have also not filed taxes to numerous other tax agencies as well for Quarter 2.5.Resolution Status oAs of now, Rippling is not actively resolving the issue and is holding the funds meant for tax purposes.6.Additional Information oThe user possesses payroll records, conversations, and recordings that demonstrate promises made by Rippling and the lack of support provided.7. Recording, the Recording cannot be uploaded for some reason I can provide it if you need it.

  

  Business Response

  Date: 12/07/2023

  Upon receiving this review, we reached out to the admin to inform them of the root cause of their filings being allotted incorrectly. Additionally, we are currently in communication with the admin and partnering on next steps in adjusting the filings to ensure that we are mitigating any future issues during the Annual filing cycle.

• Initial Complaint

  Date:11/27/2023

  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.

  Rippling provides FSA Services and failed to pay my medical bills using money I had in my Flexible Spending Account. Later, they claimed they'd send me a new card, and I never got it. Now my former employer is telling me I can no longer access my FSA account as it has expired. Coincidentally, the claims I tried to file were prior to the expiration date.

  

  Business Response

  Date: 11/28/2023

  Upon receiving this review, we reached out to the employee to clarify the process around FSA plans as well as insight into why the transactions were denied. We confirmed that the charges attempted occurred after the employee's last day of employment and these transactions were not eligible expenses since the employee's plan was terminated on the last day or employment. We provided further information to the employee on the 90-day runout period upon termination, where employees can submit claims for any eligible expenses through their FSA account for services that took place within their dates of employment/plan year. As such, we informed the employee that the transactions took place outside of the dates of employment with the company and are not eligible expenses for a refund.

• Initial Complaint

  Date:11/18/2023

  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.

  Tried contacting the company after my business was sabotaged via theft of employee records, corporate records and payroll records. The business is no longer active and I can't file reports because financial records are stolen. Bank accounts have been closed because wallet with credit cards and checks was stolen as well. Police report filed. I tried contacting Rippling but they refused to close my account stating there is an open contract.

  

  Business Response

  Date: 11/20/2023

  Upon receiving this review, we reached out to the customer to acknowledge our team's previous communication. We are in contact and currently working with the customer directly to ensure their request is handled properly.

• Initial Complaint

  Date:11/15/2023

  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, *************************** of ************, **** has been trying to cancel our subscription with Rippling since February 2022 and it has not been successful. They are deducting $194.22 via ACH every month. The company does not allow us the ability to create a case or contact a live person to assist with cancelling the subscription. They have the subscription set to auto-renew on 1/1/24 with no way of cancelling or declining the subscription renewal! They have a 'how-to cancel a subscription' guide on their website that states you must reach out to Rippling support team or your CSM first, then they claim that they will make links available on your platform to cancel your subscription. However they don't give you a way to reach the Rippling Support Team or any live person for that matter, so they continue to deduct payments on a monthly basis with no consequence. I want this subscription cancelled b/c the services have never been used. I have attached the most recent invoice along with a snapshot of the website when I try to reach out to Rippling support center as a super administrator. I want this subscription cancelled as of February 2023 for a refund amount of $1942.20 and I do not want this subscription to automatically renew beginning Jan **** as they plan to do.

  

  Business Response

  Date: 11/15/2023

  Upon receiving this review, we reached out to the customer to assist them in accessing our support team as well as tended to their request for a refund and cancellation of their account. We determined their inability to successfully contact support was due to their account being marked incorrectly in Rippling upon their initial request to cancel their account in February. This led to their future attempts in reaching our team to advise to be unsuccessful. We have informed the customer that we will be honoring their request for a full refund ($2,138.98) as well as cancelling their account immediately.

  Customer Answer

  Date: 11/21/2023

  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 have received the refund, and I am trusting that Rippling has completely cancelled the account and will not bill us again or process any auto-renewal.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/30/2023

  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.

  I would like to cancel my service but cannot contact anyone at Rippling to do so. On Rippling's customer service ********************** it states to "directly reach out to your dedicated CSM or to the Rippling Support team." (see article link below) But there is no way to directly contact Rippling or to cancel the service myself. There is no email or phone number in the customer service portal and the chat redirects back to the customer support portal.I'd like to be contacted by Rippling and have my account cancelled before I am charged again. If I'm charged again due to delays in their customer service response times, I'd like a refund processed.**************************************************************

  

  Business Response

  Date: 11/01/2023

  Upon receiving this review, we reached out to the customer to assist them in accessing our Support Team. The customer denied the request for a meeting and requested an immediate cancellation of their account. This customer is on an annual contract with a renewal of 5/12/2024. Per our Terms of Service, we require a 30-day notice prior to the renewal date to terminate services and cannot cancel mid-contract. We have scheduled this customer's account for cancellation at the end of their contract.
  

• Initial Complaint

  Date:10/16/2023

  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.

  We partnered with Rippling in Fall 2022, initially impressed by their comprehensive setup for HR management tailored to small businesses, as well as some unique technology features. We began with 6-8 employees and understood that charges would be on a per-employee basis, meaning our bill would fluctuate with our employee count.Upon finalizing the details with our Account Executive over several Zoom meetings, we committed to a 12-month contract. With our staffing falling below our original expectations, I chose to contact Rippling to cancel our contract and move to another payroll provider. Although we contacted Rippling 15 days prior to the beginning of a new contract, no responses from Rippling were made to confirm our request. When a response was finally made from Rippling, it was noted that they could do nothing in regards to canceling our contract and that we would be stuck with another year's contract despite horrible to nonexistent customer service over the past year.We're now stuck with a contract and continued billing against our wishes and continued requests for cancellation for a service that we are not happy with and that no longer fits our small business needs. Communication with the company is another pain point, as interactions are restricted to slow email exchanges, often with repetitive and unclear responses from an Account Executive without any cooperation or results. This is simply unethical and fraudulent.I advise potential clients to be cautious before committing to Rippling based on our terrible experience.

  

  Business Response

  Date: 10/23/2023

  We have determined to honor the request of the customer and cancel all remaining contracts with Rippling. Our original decision to not break the contract falls in line with our Terms of Service. This customer had signed an annual contract which requires at least 30 days of notice prior to renewal to terminate their contract. After further investigation, it was determined that this customer's account was inputted into our systems incorrectly. This ultimately led to the customer not being able to access to our support team for a majority of their contract which led to a lot of frustrations on the customer. To add, we have processed the cancellation and contacted the customer directly regarding this update.

• Initial Complaint

  Date:09/08/2023

  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.

  We have given a 30days notice cancel services on 07/02/2023; however, they ignored this and are continuing to charge us

  

  Business Response

  Date: 09/14/2023

  Upon review, Rippling confirmed that the customer provided proper notice of cancellation and reached out to the customer directly to complete the offboarding process. Rippling confirmed that the account has been cancelled.

• Initial Complaint

  Date:08/28/2023

  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.

  I cannot file my state taxes (where I am owed a $10k+ refund) because Rippling PEO has not given me a corrected W2 for tax year 2022. The W2 that was given to me is incorrect and impossible per my accountant. I reached out to my past employer by email on July 9th to alert them to to the issue. By July 14th, they reported to me that they had reached out to Rippling and that Rippling suggested I file my own amendments. My accountant let me know this would definitely have me be audited and that I am due a correct W2. I reached out again on July 25th to my employer to again request the W2 I needed to file my taxes. On July 31st, my employer emailed me to say "We spoke with Rippling today. Ultimately, they have opened a case internally to get a W-2C issued. They said it shouldn't take a tremendous amount of time given time of year, but they also didn't commit to a firm timeline."It has been more than 4 weeks since that time and I have no W2. I am going to contact the *** on Wednesday to report Rippling not furnishing me a correct W2 (It is August 28, 2023. I need to file my state taxes.) but it would be great if Rippling could do its job without the *** needing to get involved. Rippling has caused me to spend more money on an accountant and delayed my ability to file my taxes by more than 2 months. I just want my corrected W2. I would also like someone who I can directly contact at Rippling to resolve the issue. They don't allow for employees of their PEO to contact anyone for support. That is why I'm filing this.

  

  Business Response

  Date: 08/30/2023

  The employee's employer reached out to Rippling Support on 7/12 regarding the W2 issue this employee was experiencing. The employer was advised on the need to run a correction pay run and create an amendment in order to generate a W2C for the employee. The employer did not reach out again regarding this issue nor did they run the correction run as advised by Rippling. On 8/30, we reached back out to the employer as a result of a new case submitted by the employee and confirmed they did not run the correction run. Our support team helped the employer with the correction run and amendment to generate a new W2C. We are in contact directly with this employee and have sent over the updated W2C.