ComplaintsforZenith American Solutions Inc

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a loan against my annuity with them. My company assures me it is being paid properly and on time but i am getting past due/deliquency notices. Called about 100 times to figure out what is going on. No one answers, no one calls back. Can not gat any details on the payments made on my loan. Can not get any customer service for my loan.

  Business response

  06/27/2024

  **************** received one (1)delinquency notice over the last several years; that delinquency notice was sent in May of 2024. Since delivery of that correspondence to ****************, his employer remitted the necessary payments towards the loan and the loan is now current. Since May 2024, we have received one (1) call from **************** on June 3, 2024. Zenith has made numerous attempts to contact **************** via email and phone to inform him that the loan is not delinquent but have not received a response and his voicemailbox returns a message that it is full and that he cannot receive new messages.

  Zenith respectfully requests that this negative comment be removed from its profile, as it is an inaccurate depiction of what transpired, and the action taken by Zenith to address. Please let us know if you require any additional detail in order to close and remove this matter from our profile.  

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zenith Officials *********************, *********************,******************* and ***************** along with and in conjunction with ***** and ATU local732 with said Fund Counsel According to ***************** have committed theft of my benefits which are Defined benefits that I am being denied allegedly By A Committee that I never petitioned in writing as stated in benefit summary booklet also being told by all parties to sign and notarize application from Year 2021 in the year 2023 after I was denied to use my Initial 2019 Application that I never Resended Nor Terminated in Writing this is Theft of Services,Theft by Conversion,, Fiduciary Misconduct I have asked for my new calculations for my contributions thru out my Grievance process I was Awarded my job pension and back pay for wrongful termination by the Arbitrator citing No Just Cause from January 4 2018 this is wrong and a violation of my civil rights! Really a RICO **** I have Recordings and Documents as proof of No Duty of Care ,stalling , malicious intent as well as retaliation this will not and cannot continue to go on

  Business response

  08/25/2023

  *********************** is a participant in the ***** ATU Local 732 Employees Retirement Plan (the Plan). The Plan has an administrative services agreement with Zenith American Solutions, **** (Zenith). As the Plans directed third-party administrator, Zenith performs administrative services on behalf of the Plan in compliance with the Plan document and as directed by the ***** of ******** (the *****). The ***** is the named Plan Administrator, as that term is defined under ERISA.

  
  **************** initially submitted a pension application in April of 2019, and was provided an estimate of his benefit based on his 2019 application. However, in May 2019, **************** subsequently contacted Zenith and verbally directed *********************** of Zenith to withdraw his application due to efforts by the Union to secure his reemployment through arbitration. **************** specifically told ************** that he no longer needed his 2019 application because of his arbitration.  **************** won his arbitration in 2021 (see the attached document DWalker Award via Arbitration 08.02.23), but he did not go back to work. 

  
  **************** subsequently submitted a new pension application in November of 2021 for a pension benefit to commence as of January 1, 2022. Mr.******* 2021 application was received, and he was provided his benefit options. Please see August 31, 2022, letter from the Plan to *****************
  **************** did not agree with the benefit options provided to him based on his November 2021 application, because he was no longer eligible for a lump sum cash out. Under the Plan document, if a participants monthly benefit exceeds $300.00 per month, the participant is not eligible for a partial or full lump sum cash out.  Based on **************** winning his arbitration, he received additional service credit,which pushed his monthly benefit amount from under $300.00 to over $300.00.Because his monthly benefit would be over $300.00, **************** was not eligible for a partial or full lump sum cash out.
  Around July 2022, **************** started calling Zenith stating his 2019 application should be valid and not his 2021 application. Based on Mr.******* 2019 application, he would have been eligible for a lump sum cash out of $65,989.26. In August 2022, Zenith employee, *****************, presented Mr.******* request to the *****. The ***** directed the matter to the Plans ****************************** (the Committee) for review. The Committee is authorized by the ***** to review such matters. **************** was aware his case was being taken for review by the Plan. Based on a review of the Plan rules by Fund Counsel and a recommendation by Fund Counsel to the Committee, it was determined that Mr. ******* 2019 application was not a valid application, and his 2021 application would be used (see attached document titled Committee Determination DWalker 08.31.22).

  
  On July 25, 2023, **************** reached out to Zenith,accusing Zenith and the Plan of withholding his benefits. As of that date, *************** had not completed his benefit options form. This form had been sent to **************** and is necessary for Zenith to initiate the payment of his Plan benefits.***************** reached out to Fund Counsel to confirm that Zenith could still put **************** into pay status as of January 1, 2022, despite **************** still not signing his benefit options.  Fund Counsel confirmed that Zenith could put **************** into pay status effective January 1, 2022.  ***************** sent an email to **************** on August 9, 2023, confirming he would be put into pay status effective January 1, 2022, if Zenith received his completed benefit options form for his November 2021 application. Again, **************** does not agree with his November 2021 application being used and so has yet to return his completed benefit options form (see attached document Benefit Election Form (unsigned) Dwalker 08.09.23). Upon being shown a copy of Mr. ******* BBB complaint, ***************** denied Mr. ******* allegation that he had communicated to **************** that theft of his benefits had occurred and asserts that allegation is not a true statement. Mr. ******* Plan benefit has always remained available to him as provided under the terms of the Plan document; he only needs to return a completed benefit options form to Zenith so Zenith may process and commence payment of his Plan benefit to him in accordance with the Plan.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This year our department was offered insurance paid for by our union, *************. I signed up on October 4, 2022. As of December 21, 2022, I have not received my insurance card, as well as none of the other members of our department. I called ****** American Solutions (more fittingly ****** American Illusions), *******************************************************************, to inquire why I had not received my card. After being put on hold for nearly 10 minutes and going through the extensive verification process, I was told the cards had been mailed and I would receive it in the next couple of days. After 10 days, the card never arrived. I then reached out to our union representative who told me to contact them on Monday, 1/2/23, which I did. Upon calling their office, I received an automated message stating they were closed due to the holidays with no mention of when they would resume business.I have a medical appointment on Tuesday, 1/3/22, with no insurance card in hand, so I had to cancel my appointment and will now have to reschedule whenever there is another opening. The response to me, and other members of my department by ****** is beyond deplorable and we are struggling desperately for an immediate solution for our dilemma. Can you please intercede for me so I can get the documentation I need for my insurance for my health and wellbeing?

  Business response

  01/13/2023

  There was a new group, which includes Mr. ****, added to one of our client memberships. This new group began completing their enrollments in October of 2022 for their benefits to begin on January 1, 2023. ID card files for this group were sent to the printer on December 22, 2022, and then the printer had to prepare the ID cards and medical sleeves. The membership was told multiple times during the enrollment meetings and by the Union that ID cards would be mailed the week of January 1, 2023. All ID cards were mailed on January 5, 2023 via first class mail locally in Las Vegas, so everyone in this group should already have their card now.
  Temporary ID cards were provided to any members of this group who requested one while waiting for their ID card to be mailed. Mr. **** was provided a temporary ID card on January 3, 2023.
  Our offices were closed on January 2, 2023 in observance of the new year holiday. Operations resumed as normal on January 3, 2023. 

  Customer response

  01/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: No, we were never told the ID cards would be mailed the first of January.  In fact, when I called ****** on December 22, I was told that the cards were already mailed which was a lie.  Also, we were told when we signed up that we could keep our existing FSA and short time disability to supplement the piddly $250 we would get with the teamsters.  None of this was true and I lost my FSA which I depended on and I lost my short term disability.  We were misled by the ****** representatives who were present when we asked these questions.  All of this is unacceptable to me and as of this date, some of our members still have not received their ID cards. We have been duped and I am thoroughly disgusted and regret my decision to switch insurance companies.  I only wish we could go back to what we had before.
  
  Sincerely,
  
  ****** ****

  Business response

  01/26/2023

  Mr. **** is a member of the Teamsters Security Fund for ******** ****** ***** ***

   Hotel & Casino Workers (the “Fund”). Mr. ****’s employer is a participating employer in the Fund. Participating employers contribute to the Fund on behalf of their eligible participating employees (a.k.a fund members), and the Fund provides benefits to fund members. ****** is the Fund’s directed third party administrator – i.e., ****** performs administrative services for the Fund as directed by the Fund’s plan document and its Board of Trustees.
  
  In regards to Mr. ****’s call to ****** in December, we have the following notes from that customer service call: “Called on 12/21/2022, Mr. **** called for ID cards . The agent verified address and told Mr. **** the cards were in route and he will receive cards after Christmas. The agent offered a reference number. Caller declined. Called ended.” The Customer Service Manager has confirmed that this particular customer service representative received coaching regarding this call. At this time we are not able to ascertain where this representative received the information that cards were in route since it was not recorded in the notes.  
  
  ****** at no time quoted benefits regarding FSA or short-term disability through MGM self-funded plans. Our Client Service Representative who was present at the in-person meetings held in October 2022 recalls the membership being advised multiple times that their MGM benefits were being terminated by the employer and the Union. ****** does not administer those benefits (FSA and short-term disability) for the Fund, and we only presented information on the Teamsters 986 health benefits. Part of these benefits is a weekly short-term disability benefit of $250. This is part of the Fund’s benefits. ****** does not discuss benefits such as the FSA – this was likely a matter Mr. **** discussed with the Union. ****** is not involved in benefits from MGM Self-Funded Plans or negotiations with Teamsters Local 986. ****** spoke with the Union on January 23, 2023 and the Union representative stated they had AFLAC reach out to Mr. **** to provide additional short-term disability, long-term disability, and life benefit options.
  
  Our Client Service Representative who was present at the in-person meetings held October 3-6, 2022 has also confirmed that all members were advised that ID cards for the PPO plan would mail the first week of January 2023. All participants who elected the PPO plan had their ID cards mailed by Friday, January 6. There are still other participants who elected the HMO plan which ****** does not administer. Health Plan of Nevada confirmed ID cards for the HMO plan started to mail January 17th. The HMO plan is a fully insured product, and ****** is not involved in its administration or procedures.

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My former employer uses Zenith as the administrator for my retirement plan. I separated from the company in August 2022, On the first of September, I request a full distribution from my account. It took several days - leading to weeks before I was able to receive confirmation that my distribution request had been received. I have made several calls to the number listed ************, in addition, I have made several trips to the office located at ************************- the office is never occupied- the doors are always locked. A few weeks ago, I was able to speak to someone who informed me that they did have my distribution request, however, they needed to verify the notary that notarized my application - I had the document notarized at my local bank. As of today, I have not heard from Zenith.This company needs to be investigated, the prolonged delay and the inability to contact a representative leads me to believe that they have misappropriated funds or running some sort of scam on my former employer it should not take 4 months for me to take possession of what belongs to me.

  Business response

  12/09/2022

  Our teams have investigated and reviewed the process that took place with ****************** beginning in August of 2022. Our investigation has revealed the following timeline:
  August 19, 2022: Zenith received Mr. ******** application
  August 23, 2022: Zenith sent an acknowledgement letter to ****************** confirming the receipt of his application. Zenith also sent a letter requesting a voided check, as his direct deposit form was incomplete, and a copy of his ID, which is needed for distribution. Zenith also requested a final statement of Mr. ******** hours from his employer, and Zenith received this statement the same day.
  August 29, 2022: Zenith received the voided check, a copy of Mr. ******** drivers license, and his birth certificate from *******************
  September 1, 2022: Benefit calculation information was sent by Zenith to the actuary for their certification of benefit amounts.
  September 13, 2022: Zenith received approval of calculation back from actuary. Zenith sent out an Election of Benefits form to *******************
  September 22, 2022: ****************** returned his completed Election of Benefits form to Zenith.
  September 27, 2022: Payment information provided to Principal, which is the recordkeeper who pays benefits.
  September 30, 2022: Benefits paid out to ****************** through Principal. Payment confirmation attached to this response.
  Based on this timeline, it appears that there was a turnaround time of 27 business days between the day Zenith received the application and the day that the file was sent to Principal for payment. Of these 27 business days, the file was with Zenith for a total of 8 days, ***************** for a total of 12 days, and with the actuary for a total of 7 days.
  Our teams also investigated the alleged unreturned phone calls to ******************. Our call center records indicate no call packages from ******************. With regard to the allegation of an empty office, our teams have responded that our pension team is in the Tucker, ** office on Tuesday,Wednesday, and Thursday. On Monday and Friday there are other non-pension employees in the office. The doors remain locked, and as of August 29, 2022,there has been a sign on the door asking visitors to ring the doorbell for service and listing the days that our pension team is in-office.
  While we are sympathetic to Mr. ******** frustrations, Zeniths 8-business day turnaround time on his application is reasonable.

• Initial Complaint

  05/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This business is slow to respond to senior's submissions of their retirement/pension applications, often kicking them back for missed dates, or making up reasons the application cannot be processed. It seems like they are intentionally delaying and over complicating the application process to intentionally confuse seniors and take advantage of them. While in with my relative to assist with their re-application which had been canceled (without calling them first to find out whether or not they intended to cancel), we ran into another retired couple with a son helping his mother to get her information straight. This couple said they had been into the office over six times to try and get their paperwork right. The employees were defensive and stand-offish and lied to our faces, and theirs. The other couple had a similar issue with a date that was not written on one of the application forms. The staff blamed my relative for mailing in an incompleted form, but it turns out the company just leaves mail on the counter in a public hallway by the elevator, and an employee mailed the information to themselves. When asked how long it would take to get the packet approved and sent back to us at first she (Karen/Kathy?) said that it would be "about two weeks." When I asked for more detail and asked if it was more than two weeks she said a "few weeks." when I said is it a month? She said "more", so I asked two months? And she said yes about two months or more. And I asked why if she was looking at her old information on file in the computer and she said "because you have to get in line." So in summary they kicked her out of the application process without a phone call (she and her husband were sick during Covid.) And then gave her a confusing run-around and are stalling with the application. She also has to get it all notarized AGAIN. This company seems like it is fraudulent and holding onto retiree's monies illegally and without cause apart from their own incompetence.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I tried to close my 401k that was setup by a previous employer. I had to email Zenith a distribution form so they could verify my employment. Well it's been roughly a month since they received the distribution form but for some reason they can't can get in touch with the employer to very the information. I spoke with my previous employer and Zenith hasn't made any attempts to verify anything. I've called them multiple times and they keep transferring me or telling me that can't do anything until they get in touch with the employer.

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