Complaints

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

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  NexRep, LLC

  63 Federal St Portland, ME 04101-4222

• 

  NexRep, LLC

  465 Congress Street Suite 700 Portland, ME 04101-3574

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:04/28/2025

  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.

  Hi there, something just happened.I created a profile with Nexrep last week, did the background check on the same ********* I just got the results saying that everything has been cleared but I received an email from Nexrep saying they won't be moving forward with me. Funny thing is that they sent me several onboarding emails right after my background check results had come in.I need a full refund of my money

  Business Response

  Date: 04/29/2025

  Hi Maxime, 
  Thank you for reaching out and sharing your feedback - we're sorry to hear you had a disappointing experience. We have reached out to ********** to request that they refund your background check fee. Please allow 5-7 business days for ********** to process this refund for you. Should you have any additional questions or concerns, please don't hesitate to contact our team directly. 
  
  Thank you,
  NexRep
  

  Customer Answer

  Date: 04/30/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Maxime **** ******

• Initial Complaint

  Date:03/11/2025

  Type:Order 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.

  In mid February I registered on the platform for NexRep (hereinafter NR). I was accepted into a class given an opportunity pending the passing of a background check. I was unable to advance any further until the completion of the background check. I paid a company by the name of karma check $24.99. After submitting the background, I waited over a week with no answer. In the meantime I could not Advance any further on the opportunity because of the background check pending. During the wait time for the background check to clear, I was removed from the opportunity by no fault of my own. I've Been Told that the reason I was removed is because they did not get the background check and time. I had no control over that, and I did not pick the background company company but I certainly did pay for it. Adding insult to injury, I have been locked out of any future opportunities. Whenever I go to login I'm told that there are no opportunities right now. I know this isn't true because they advertise there's opportunities everywhere on NR. So therefore I've been unilaterally blocked out I can't apply for any other opportunities, and I'm stuck with a $24.99 bill. So what I'm requesting is either a full refund, or reinstatement for future opportunities beginning immediately without having to repay for a background check. Unfortunately if we cannot come to an agreement, my only recourse is to do a chargeback at my bank. I do not just give away $24.99. In my view I paid for this opportunity by passing the background check and perhaps, NexRep, should reevaluate who they use, that is, the third party, to perform background investigations if they can't get them done in time. It is my desire to work this out but if we can't then I will go my way and NR can go their way but I won't walk away from the money that I paid for the background investigation. Based on some other forms I've read this seems to be a problem which has become systematic. This is not an isolated incident.

  Business Response

  Date: 03/13/2025

  Hi *******,
  
  Thank you for reaching out to share your experience with us.We appreciate your feedback and the opportunity to discuss this matter further,and we hope to resolve any concerns you may have.
  
  To provide a bit more context about our process, certification classes are filled on a first-come, first-served basis, and a contractors spot isnt finalized until the background check is cleared. Karma Check does its best to process all background checks promptly, but does experience occasional delays. We understand your frustration with the delay impacting your plans to attend the certification class that was initially discussed, and we apologize any inconvenience this may have caused.
  
  We want to assure you that your profile was never locked out of or blocked from other opportunities. Our NexRep Marketplace Assessment evaluates a variety of criteria to match prospective independent contractors with available client opportunities, and contractors are only presented with opportunities that they are identified as a match for based on the third party clientsrequirements. Getting the no opportunities right now message doesnt mean youre ineligible to contract; our opportunities change frequently, so this can change as new opportunities with different client requirements become available.  
  
  We understand that as of 3/11, youve been in touch with a member of our team and have been confirmed for a certification class that is scheduled to start at the end of this month. That is great to hear, and we hope you enjoy your certification experience! Should you have any additional questions or concerns leading up to certification, please dont hesitate to contact the team directly at *******************************************************.
  
  Thank you,
  NexRep
  

  Customer Answer

  Date: 03/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:01/05/2025

  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 was contracted with NexRep to work on a healthcare campaign. Since I am not an employee, My welcome letter read as such:"Dear ****,Welcome toNexRepsPPLcertification class for independent contractors! We're excited for you to join us on the NexRep Marketplace *********** name is **** ********* and I will be the Operations Manager overseeing this program. The Certifier(s) for this program will be ***** ******.Certification Incentive Earn $350 upon fulfilling all requirements. Complete the first week of certification. Attend a 2-day upskilling session in ** during the week of 12/30 (dates TBD), 9 AM - 5 PM. Provide 20 hours of service in **."They then proceeded to remove me from the on 12/27/2024 without any cause. Then I was told that I could not get the any of the incentive because I did not qualify. Within my communication reflects differently and other in the programs received their incentive which is crazy.

  Business Response

  Date: 01/09/2025

  Hello ****,

  We understand our VP of Operations has been in touch with you since the filing of this complaint to provide clarity regarding your removal from certification.

  As ********* mentioned, and as noted in the welcome letter you received, there were multiple steps to certify for the program and qualify for the incentive. For the 12/16 class you were part of, you needed to finish the initial 5-day certification that started 12/16, and then complete the additional 2-day certification which was scheduled for the week of 12/30.

  In the first step, the initial 5-day certification,our system shows you joined class late on one of those days, which negatively impacted your ranking within the class. Prior to the start of the 2-day certification, the client informed us that it needed to reduce the size of the class due to a change in its business needs. To give fair consideration to all contractors involved, the remaining spots were offered to those who obtained the highest rankings in the initial certification, and those with the lowest rankings were removed. Since you were removed prior to completing the additional 2-day certification requirement, you did not qualify for the incentive.  

  In your recent communication, you expressed concern regarding a lack of transparency with which success was measured and tracked to determine this ranking. To clarify, all contractors in this certification program were subject to the same objective measures of success used in this process, including completion of a self-paced course, twice-daily attendance polls, and three knowledge checks. Class expectations were also communicated on the first day of certification class, which included being on time and attending all sessions of the course.

  While you do not qualify for the incentive, we have requested that ********** initiate a refund of your background check fee as a gesture of goodwill. You should receive the refund from ********** within 5 to 10 business days.

  We appreciate you taking the time to reach out and share feedback about your experience with NexRep. We have shared this feedback with the rest of our team for consideration as we evaluate opportunities to enhance communication processes moving forward.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  

  I have never been late certification, I was always early prior to 9am and if you provide the recordings that were done, all listed trainings were optional. They change information after every conversation had with this company and in order for me to get answers I had to involve the Better Business Bureau which is absolutely ridiculous. They are liars and every correspondence I have from this company changes upon whomever Im speaking with at that moment. No I am not satisfied with their response because it keeps changing. They have disabled my account so I cannot pull any additional information. 

  Regards,

  ****

   

   

  Business Response

  Date: 01/21/2025

  Hi ****,
  
  We understand your frustration and apologize again for the delay in communication related to the termination of your contract. While some details related to this program may have changed during your time in certification, as noted in some of the you attachments included here, the requirements for incentive eligibility noted in the initial welcome letter have remained consistent.
  
  Our VP of Operations attempted to contact you via phone to discuss your concerns and resolution in greater detail, but was not able to reach you, so she followed up via email to provide a status update. As ********* noted in her email, she is still happy to chat should you have any additional questions or concerns that you would like to discuss. 

• Initial Complaint

  Date:12/30/2024

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Nexrep, LLC regarding their handling of contractor terminations for the *** NJ/NY campaign. As a 1099 contractor working from home, I, along with others in my training class, experienced sudden termination without any prior notice, explanation, or formal communication from the company.On 12/30/2024 at 11:30 am, I was denied access to Nexreps ******** platform and Zoom training sessions without any prior indication or notification of termination. This was the only indication that I had been terminated, as no official communication was provided to clarify the situation. Several other individuals in my training class for the same campaign reported experiencing the same abrupt ************** a 1099 contractor, I understand that the relationship with Nexrep is different from that of an employee. However, I believe this lack of communication or explanation regarding termination is unprofessional and raises concerns about the companys business practices.I am requesting that Nexrep:Provide an official explanation for my termination.Clarify their policies regarding contractor termination, particularly whether contractors are entitled to any notice or documentation.Address whether this sudden termination is consistent with fair business practices as outlined in their agreements and ethical standards.I am filing this complaint to bring awareness to Nexreps lack of transparency and to seek assistance in resolving this matter. I also hope this will encourage the company to improve its contractor communication practices.Thank you for your attention to this matter. Please let me know if you require any additional information or documentation to process my complaint.Sincerely,********* **** **************** ************

  Business Response

  Date: 01/07/2025

  Hi *********,
  
  Thank you for reaching out to share your experience with us and express your concerns.
  
  We are very sorry to hear that your experience with NexRep has been a frustrating one and that you have found it difficult to obtain information regarding the status of your contract. That is not representative of the experience we hope to provide to NexRep Marketplace Contractors, and we hope that our response here today can help provide some clarity. 
  
  We touched base with our internal teams to inquire about the circumstances of your contract termination and determined that you were removed from the program due to not attending shadowing as planned any time during the week of 12/16. Per NexReps Independent Contractor Agreement, in case of material breach of the agreement by either party, the other party shall have the right to terminate the agreement immediately. Attending shadowing was a required step for proceeding with rest of the scheduled process, and as such,missing this component resulted in the termination of your agreement.
  
  We understand from your recent communications with our team that you were experiencing some issues getting set up with the Branch invoicing system prior to shadowing and that you contacted NexRep regarding this on 12/13, at which point we provided the telephone number for Branchs support team. Successfully establishing a Branch account is required to continue with the NexRep Marketplace, and while NexRep can offer general information to help facilitate this process, it is ultimately the responsibility of independent contractors to work with this third party to ensure proper setup of the required information.
  
  We appreciate your note regarding your hope that your feedback will encourage NexRep to improve its contractor communication practices, and we hope to assure you that we are taking this feedback to heart and that we are committed as a company to continuously improving the experience that we provide to NexRep Marketplace Contractors. We are actively reviewing our policies and procedures and evaluating ways to optimize our contractor communication practices - especially communications regarding contract status -to ensure transparency moving forward.
  
  Thank you again for taking the time to share your experience with us so we can continue to improve the NexRep Marketplace for future contractors. We wish you the best. 

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  From the email I received on Nov. 27th I am to receive a $500 incentive." We've decided to increase that incentive to $500! You'll receive that $500 after you successfully complete the two weeks of certification and begin servicing".
  
  Below is the confirmation of the completion. I would like to receive my $500 for the 2 weeks of training !!
  
  FROM: ***************************************** SENT: TO: ************************************* SUBJECT: NexRep: Congratulations on Passing Certification!
  Hello *********,
  Congratulations on passing PPL-NJ Certification! You are now in Supported Production! This means you are ready to start providing services to live contacts during the intervals you selected on the schedule.
  
  You will receive helpful information from the Operations team in your ******** messages soon, so keep an eye out for updates. You can also use the messaging area of ******** to reach out to the Marketplace Resource Team for help if you have any questions.
  
  In the meantime, in an effort to always be improving our processes and procedures, we are conducting a survey of your experience during PPL-NJ Certification. 
  
  Thank you!
  
  
  
  Regarding the issue with getting Branch to set up my account in order to pick my schedule for the shadowing. I keep getting an error message saying
  
  "I needed to set up a branch account"  I tried to pick my 20 hours but unfortunately the times were grayed out. I did indeed sit in a few of the shadowing calls. Being as it moved from NJ-*** to NY-PPL it seemed like a waste of time anyway.
  
  I did indeed contact branch on 12/11-12/12-12/13 and 12/16. To get the account set up. I was told the account was sent up to the " ************************* The account is currently set up, I received the card 3 days ago. Why it took 4 days to get the account set up is beyond me. So, if you are suggesting I did not try to get the Branch account set up, you are sadly mistaken !!  I spent hours on hold trying to expedite the opening of the account.
  
  So, according to the email I received, I am entitled to receive the $500 incentive because I did complete the 2 weeks training period. 
  
  Please note there is nothing in the 27th email that states ANYTHING about shadowing. 
  
  Again, I do appreciate the cowardly noncommunication of my separation with Nexrep. During the Zoom meeting I was blocked out during our break, by the host !!. It speaks volume of the lack of class nexrep has. 
  
  Again, I demand my $500 incentive for completing the 2 week training !!
  
  ********* **** 

  Business Response

  Date: 01/14/2025

  Hi *********,
  
  We understand that a Senior Operations Manager from our team,******, was able to connect with you via telephone recently for a more detailed conversation regarding your concerns about your experience with NexRep. We appreciate you taking the time to share your experience with us and discuss resolution. As ****** mentioned, please dont hesitate to reach out directly should you have any additional questions or concerns that we can assist with. We wish you all the best in your future endeavors.

  Customer Answer

  Date: 01/19/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Yes, I did have a phone conversation with the operating manager ******. She did explain that I was dismissed from the program. Not because I did anything against company policy, but because I didn't open up an email ? Which made them believe I abandoned the training. I did explain I was present everyday of the training and participated in all of the activities and the breakout room sessions. Not to mention I filled out every attendance poll, two of them daily, and on occasion one was sent after a break was given. Karrie's response  was " It was difficult keeping track of the large  class of training candidates, of who had left and who was still in the training ".  Well, first of all my attendance record should have been the first indication !! Furthermore, Nexrep should not have had an 800+ training class in the first place, if indeed it was difficult keeping track of everyone ! 

  
  

  I spent 3 weeks in a training class, bought a new computer which was specific to Nexrep's specifications that cost me $800 and a $200 backup battery ( *** ). Not to mention the stress of trying to get the Branch account open so I could get my hours for the shadowing part of the class. For 2 weeks straight it took emails and phone calls in between Nexrep and Branch, who kept pointing fingers at each other, which was very frustrating to say the least. So, now I have a computer and a *** that I didn't need, and ****** encouraged me to reapply for a different program in the future.  I would have to say to keep my sanity, I would respectfully decline !!  This experience has left me with a bad taste with Nexrep. I am now back once again looking for employment, after losing so much time wasted on Nexrep !! 

   

   

• Initial Complaint

  Date:11/12/2024

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against NexRep due to numerous misleading and unprofessional actions during my time with their program. My experience has been marked by repeated misinformation, unclear policies, and an overall lack of support from the company, which has resulted in my unfair removal from the campaign.During this campaign, I was initially informed by Supported Production that we could not be removed from the campaign and that leads were there to support us in improving our ***************** (QA) scores. I worked diligently to meet their standards, scoring a 75 on my QA. However, I was given conflicting information regarding the minimum required QA score. The company communicated at times that the minimum score was 70, while other times I was told it was 80. This inconsistency caused confusion and led me to believe I was being misled about the requirements.Additionally, on 11/11/2024, I was attending a certification session for another program, DRTA, from 10:00 am to 3:00 pm Mountain Standard Time. Due to technical issues with my ***** account, which was not functioning until approximately 1:00 pm, I initially joined the session as a guest. Despite being present, I later received an email stating I was being removed for supposedly not attending the session, which was inaccurate. I believe this decision was unfair, as I was actively participating in the program despite the technical difficulties that were beyond my ********** light of these issues, I feel that the company has acted unfairly, provided misleading information, and failed to deliver on its promises of support and transparency. I respectfully request that the BBB investigate these concerns and help hold the company accountable for their practices to prevent similar situations for others in the future.Thank you for your attention to this matter. I look forward to your assistance in seeking a fair resolution.Sincerely,****** *****

  Business Response

  Date: 11/14/2024

  Hi *******
  Thank you for reaching out to express your concerns. We appreciate the opportunity to address and resolve these, because providing NexRep Marketplace Contractors with a great experience that leaves them feeling confident and prepared for success on client campaigns is a top priority for NexRep. We value transparency as a company and use objective criteria provided by clients to determine who has fulfilled the requirements necessary to proceed with certification, supported production, and production on their campaigns.

  
  In Supported Production for some campaigns, particularly for healthcare campaigns such as the first one you reference here, there are some strict requirements that, when not met, can result in an auto-fail despite a contractors prior performance. Such requirements are often established due to the stringent policies of the industry that these clients operate in, and when auto-fails occur, clients require that NexRep remove the contractor from their campaign.  
  You were removed from the Supported Production of that healthcare campaign as a result of one of these auto-fails. However, were aware that there was some miscommunication when you were initially notified of the reason for removal. While the Operations Manager responded later to clarify this, we understand how that initial miscommunication could be both confusing and frustrating. We sincerely apologize for the mix-up.

  
  Regarding your removal from certification on the second program,the client requires that contractors do not miss any certification. NexRep uses the data logged by its systems to assess and report on whether this requirement has been met. While we do see that you joined the session that day, our system indicates that you did so 2 hours after the start time. Since we were not able to account for those missing hours, nor were we able to identify any widespread issues with any of our systems on 11/11, we were not able to confirm and report that this requirement had been fulfilled.

  
  We understand that one of NexReps Senior Operations Managers contacted you yesterday to discuss this complaint, and after expressing a desire to resume with the **** program, you have been added to the next available certification, which starts on 11/18. We appreciate you being part of the NexRep Marketplace and look forward to seeing you in this upcoming certification. Should you have any questions or encounter any issues along the way, please dont hesitate to contact us directly. Your experience is important to us and NexRep is committed to doing what we can to facilitate a smooth, informative, and enjoyable certification process.
  
  Best,
  NexRep

  Customer Answer

  Date: 11/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:08/13/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against NexRep, a company that contacted me with an opportunity to service Teladoc. They offered a $350 incentive for successfully completing their training program with a score of 80% or higher and for completing two weeks of production work.I committed to the opportunity and completed two weeks of unpaid training, during which I passed all tests with scores of 80% or higher. Following the training, I completed two weeks of production work as required.However, on the last day of my service, I received an email from a representative named *****************************, informing me that I was being removed from the program for not meeting the clients requirements. As a result, they refused to pay me the promised $350 incentive and also informed me that I would be removed from the group. When I asked ******************** for specific details on how I did not meet the clients requirements, she did not respond to my emails.Furthermore, NexRep owes me $100 for the second week of production work, which remains unpaid. Despite multiple attempts to contact ******************** via email regarding my outstanding payment, I have received no response. I have noticed that she is active in Teladoc group communications, yet she continues to ignore my inquiries regarding payment.This situation appears to be a pattern where NexRep lures individuals into providing free training and work with the promise of compensation, only to later terminate them without sufficient explanation and withhold the promised payment.I kindly request your assistance in resolving this matter. Specifically, I am seeking the payment of $100 for the time I serviced in the second week of production, as well as the $350 incentive for successfully completing the training and production requirements as originally promised by NexRep.Thank you for your attention to this matter. I look forward to your assistance in ensuring that I receive the compensation

  Business Response

  Date: 08/15/2024

  Suzete, 

  
  Thanks for taking the time to reach out with your concerns. Were sorry to hear that Teladoc was not the right program fit for you, and we want to clarify a few things in the event that youd like to service a different NexRep client in the future.  
  According to our records and our Operations Team, you unfortunately did not graduate from Supported Production due to scoring a 61% on client quality expectationsTeladoc requires at least a 70% to pass into production. We do communicate this to all NexRep Marketplace Contractors in a welcome email on the first day of certification as follows: 
  
  What about the certification incentive?? 
  There is a $350 certification incentive for Teladoc.? To receive it all of the below must be met? 
  Successfully complete certification? 
  Service 10 hours a week for each week of supported production (generally two weeks but we may give you an extra week if we feel it would be beneficial)? 
  Attend the Supported Production Boot Camp? 
  Pass supported production and graduate into production? 
  This incentive will be paid out on the first invoice you receive after graduating supported production. If you do not meet the clients expectations to move into production you will not be eligible for the incentive.?? 
  
  Additionally, our records show that ****** did communicate with you, but she received no communication from you about the incentive. Please note that your $101.61 for the hours you serviced during supported production will be on your August 16th invoice for the ***** hours you serviced during the week of August 4th. As a courtesy and gesture of goodwill, our Operations Leaders have decided to provide you with the $350 certification incentive, which you will receive on August 30th.  

  Customer Answer

  Date: 08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/28/2024

  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.

  On June 13, 2024, I received a phone call from a NexRep Market Coordinator who offered me a position to contract with NexRep. I paid for the background check only to receive an email stating that the class starting on July 22, 2024, is full and someone will contact me within five to ten business days. I am requesting a refund for the background check fees.

  Business Response

  Date: 07/02/2024

  Hi ******,
  
  Thanks for reaching out about your experience. Certification classes are filled on a first-come, first-served basis, in the order that completed background checks are received. This is disclosed and discussed between contractors and Marketplace Coordinators during the MC call.  We know its frustrating to not be able to join the certification experience you had originally planned for, which is why weve approved you for placement on another available program. We reached out to you twice on 7/1/2024 regarding other NexRep Marketplace opportunities, but we were shuttled to your voicemail both times. Wed really like to coordinate with you and find an alternate program placement, since your assessment scores are high and you do have a completed background check. Please contact ******************************* at *************************************************************************************;to set up a call time and discuss further opportunities within the NexRep Marketplace!

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  I reject this response for various reasons, such as certification classes are on a first-served basis, disclosed by Market Coordinators during the call. On June 13, 2024, I spoke with a Market Coordinator regarding certification for Teladoc starting on July 22, 2024; the Coordinator did not advise that a fast response time for background checks determines who is selected to attend certification. The Market Coordinator advised me to complete the background check by the beginning of July during the phone call. Next, I do not have a missed phone call from NexRep on July 1, 2024, in my phone records. On July 2, 2024, an email was sent to ******************************* at **************************************** to discuss a call time and other opportunities, according to NexRep's response on BBB. ******* does not have a direct email or phone number, according to a response email sent by another NexRep Coordinator with a link to schedule a call time to discuss other opportunities. The link leads to a message in my account on the website stating that there is not a perfect match available for you right now. I have attached the email conversation and a screenshot of the link message on my account. 
  
  
  
  
  Regards,

  ******

   

   

  Business Response

  Date: 07/17/2024

  ******,
  
  Thank you for your response and for providing further details. Were sorry to hear that there was some miscommunication, and we will certainly issue a background check refund. Please note that, since background checks are completed through a third-party company, it can take up to 10 days to process the refund the fee. We wish you well on your work from home journey!

• Initial Complaint

  Date:04/04/2024

  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 paid for a background check because I was told that I would be contracting with Teladoc starting in April. Lo and behold the class was cancelled and my money was stolen. I believe taking background check money is how nexrep makes money.

  Business Response

  Date: 04/10/2024

  Hello, ********* glad to hear from you, though we know the circumstances must be frustrating. We can see that you were originally supposed to participate in the 4/1 Teladoc certification, which was moved to 5/6.Sometimes, client needs require us to shift or reschedule certification to accommodate changes. We understand that this isnt ideal, and waiting another month to begin rescheduled certification does not work for everyone.
  To ensure the integrity of our services and protect clients and customers, NexRep partners with a third-party company to complete background checks, so we do not receive any portion of that fee. Weve requested a refund for your background check fee, which can take 7-10 days for the third-party company to process and reissue to you.
  In the meantime, we hope you will consider staying in touch with us and remaining part of the NexRep Marketplace in the event another opportunity arises sooner! Please dont hesitate to reach out again with any questions or concerns. 

• Initial Complaint

  Date:01/25/2024

  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 did not service for Nexrep for very long because I realized very quickly that they were very quick to change rules and expect everyone to know and abide by them immediately! That being said, I was there for over 30 days and I have yet to be paid a dime including the incentive payment of $350 that I earned, the system used to make payments, they claim keeps changing my banking information and trying the payment and they refuse to make a return payment before the next pay period of 15 days later and they charge a $30 fee from the paycheck for the incorrect banking information that I have made sure is correct over a dozen times. So they have refused to pay me and are taking deductions for mistakes that they are making and have not paid me my earned incentive at that! I just want what I have earned and to wash my hands of this company!

  Business Response

  Date: 01/29/2024

  Hi *********, Thanks for taking the time to reach out with your invoicing concerns so we can investigate this matter further. We see that youve been in touch with our invoicing team about this, and it looks like you can expect to receive the reprocessed payment no later than this Friday,02/02/2024.
  
  Upon review of your communication history with our team,we see that our team reached out on 1/11 to let you know that we received an ACH return for compensation for your invoice issued on 1/5, and requested that you log into Paycom to verify your direct deposit information. We see that you cited some trouble with your financial institution processing this on 1/11 due to too many zeroes, and then confirmed that you had double checked the information in Paycom and that it matched the banks records.
  
  Our records indicate that you then reached out on 1/19 stating that you had not received your invoice again, and upon examination of your Paycom profile, our team wasnt able to locate any history of changes being made to your banking information beyond the initial creation of your account. All changes to contractors payment information on Paycom are documented to reflect the date that the change was initiated, so this lack of change history indicates that you may not have properly saved your payment information when attempting to update it.
  
  Per the Agent Paycom Guide that all contractors are provided with, if your invoicing deposit is returned to us due to incorrect information, the returned invoice deposit is subject to a $30 return fee that will be deducted from the reprocessed invoicing payment. Weve attached that document here for your reference.
  
  While we can absolutely appreciate the importance of receiving your invoice in a timely manner, timely processing is dependent on having the correct account information, which contractors are responsible for providing. As such, this return will be processed in accordance with the aforementioned policy.
  
  We can confirm that our invoicing team is now seeing that you have provided and saved updated payment information to your Paycom profile,so you can expect to receive the reprocessed payment no later than 2/2.
  
  Regarding the certification incentive noted in your complaint; as stated on our website, contractors are eligible for certification incentives when they complete both certification and supported production. Our records note that you resigned from the program during supported production,which means that you did not meet the criteria necessary to qualify for the incentive.
  
  We wish you the best and appreciate your patience while your invoices are reprocessed. We welcome you to reach out again should you have any additional questions or concerns.

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am aware of Nexreps policy regarding return payment fees, however, the mistake made was not a fault of my making. I have multiple emails showing multiple attempts to make contact and show Nexrep that something is catastrophicly wrong in the pay system and nothing but waiting was done. I was then charged even more fees for mistakes that were blamed on me. I did not make any other changes and after initially setting up the account and the 3rd time the payment went through. $60 was levied against me after I couldn't even receive my invite for over a month. No I do not accept this arrangement.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 02/05/2024

  Hi *********, thanks for reaching back out so we can continue to work towards resolution together. We hear your frustration and will do what we can to help.
  We understand youve been in touch with our team multiple times, and we have reviewed these communications extensively. We see that our team asked you to log into Paycom to verify your direct deposit information on 1/11 after the first invoice was returned. We see that you responded and cited some trouble with your financial institution processing this on 1/11 due to too many zeroes, and then confirmed that you had updated and double checked the information in Paycom and that it matched the banks records.
  Based on your confirmation of the accuracy of your account information in our system, we marked your account as all set to reprocess. Then the second invoice was returned us, and you reached out on 1/19 and stated that your account information in Paycom had changed back. While we can appreciate your frustration at the inconvenience of your second invoice being returned, all account changes are automatically documented in the Paycom system, and after careful review of our records and reaching out to Paycom, we dont have any records of you having updated that information prior to the return of your second invoice. Additionally, Paycom has not noted any errors or system malfunctions that would result in your direct deposit details changing back to previous information. These facts indicate that while you may have attempted to update your information on 1/11, it was not properly saved.
  Per NexReps policy, if your invoicing deposit is returned to us due to incorrect information, the returned invoice deposit is subject to a $30 return fee that will be deducted from the reprocessed invoicing payment. As a result, we are not able to return the first $30 return fee that resulted from a data entry error when you initially set up your direct deposit information. Since we dont have any evidence that your incorrect details were updated in our system prior to the second invoice return, nor any evidence that something occurred in our system that would cause updated information to change back, our policy would typically dictate that the second $30 fee remain in place as well. However, as a gesture of good will, we will waive the second return fee and return that $30 to you via an invoice adjustment that will be processed during our next scheduled pay cycle.
  Please reach out if you have any further questions.

• Initial Complaint

  Date:01/10/2024

  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 spoke with the Marketplace Coordinator on 1/6/2024 at 9pm EST. It's disappointing that as soon as I paid for my background check, which was immediately after the call, there is no longer an opportunity for me. I passed up an opportunity from another company that was guaranteed for this one when I could have moved forward with them instead and still be able to start a project this month. Now, I am being told to wait an additional **** days for another call when I was already told two days ago that this was the only opportunity available at the time with your company. This is disheartening and in my opinion misleading in more ways than one. Please let me know how I can be refunded for my background check as this message does not put me at ease that there will be another opportunity for me.

  Business Response

  Date: 01/12/2024

  Hi *********,
  
  Thanks for reaching out with your concerns, and we appreciate you going through the necessary steps to become an independent contractor through the NexRep Marketplace! It appears we invited you to a certification class on 1/29, but by the time we received the results of your background check, that class was full. Unfortunately, at the time, we did not have other certification classes available. We see that you communicated with ******** about your concerns, and she requested a background check refund on 1/9. The third-party organization that conducts these background checks informed us that your refund has been processed, but it can take **** business days for your funds to show up in your account.

  
  Thank you for your communication and patience while this is resolved.