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WageWorks, Inc.

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Reviews WageWorks, Inc.

WageWorks, Inc. Reviews (237)

Initial Business Response /* (1000, 5, 2015/11/20) */
To Whom It May Concern:

WageWorks is a provider of tax-advantaged programs for consumer-directed health, commuter and other employee spending account benefits, or CDBs, in the United States. We provide these services to the employee...

participants of our employer clients pursuant to service contracts with the employers. We do not sell our services to the general public, and do not have individual service agreements with employee participants.
The operation of these CDBs and the related appeals processes are governed by various federal laws and regulations including the Internal Revenue Code of 1986, as amended, the Health Insurance Portability and Accountability Act of 1996, or HIPAA, and related state laws.
While we appreciate being notified of any complaints, our employer clients and their employee participants are advised to resolve any issues by contacting their customer service representative, our call center or, ultimately, a member of our team. We promptly respond to all issues and strive to resolve every concern to the employee participant's satisfaction. We have notified the employee participant's employer client of the complaint and are taking appropriate steps to resolve it through the appropriate channels.
Thank you.
Executive Escalation Team
WageWorks, Inc.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/23) */
This issue has been resolved. We can close the case. Thank you!

Complaint: [redacted]I am rejecting this response because: still playing phone tag with the representative that tried contacting me. Called back 3 times.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the response does not address the substance of my complaint.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/01) */
To Whom It May Concern:

WageWorks is a provider of tax-advantaged programs for consumer-directed health, commuter and other employee spending account benefits, or CDBs, in the United States. We provide these services to the employee...

participants of our employer clients pursuant to service contracts with the employers. We do not sell our services to the general public, and do not have individual service agreements with employee participants.
The operation of these CDBs and the related appeals processes are governed by various federal laws and regulations including the Internal Revenue Code of 1986, as amended, the Health Insurance Portability and Accountability Act of 1996, or HIPAA, and related state laws.
While we appreciate being notified of any complaints, our employer clients and their employee participants are advised to resolve any issues by contacting their customer service representative, our call center or, ultimately, a member of our team. We promptly respond to all issues and strive to resolve every concern to the employee participant's satisfaction. We have notified the employee participant's employer client of the complaint and are taking appropriate steps to resolve it through the appropriate channels.
Thank you.
Executive Escalation Team
WageWorks, Inc.

Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a standardized generic response with no attempt to resolve the issue at hand. The fact that I have not had an adequate response earlier with the customer service representatives was the main reason that I escalated to the Revdex.com, and the issue still remains unaddressed with the generic response from Wagework's above.
Final Business Response /* (4000, 9, 2015/10/13) */
To Whom It May Concern:
WageWorks is a provider of tax-advantaged programs for consumer-directed health, commuter and other employee spending account benefits, or CDBs, in the United States. We provide these services to the employee participants of our employer clients pursuant to service contracts with the employers. We do not sell our services to the general public, and do not have individual service agreements with employee participants.
The operation of these CDBs and the related appeals processes are governed by various federal laws and regulations including the Internal Revenue Code of 1986, as amended, the Health Insurance Portability and Accountability Act of 1996, or HIPAA, and related state laws.
While we appreciate being notified of any complaints, our employer clients and their employee participants are advised to resolve any issues by contacting their customer service representative, our call center or, ultimately, a member of our team. We promptly respond to all issues and strive to resolve every concern to the employee participant's satisfaction. We have notified the employee participant's employer client of the complaint and are taking appropriate steps to resolve it through the appropriate channels.
Thank you.
Executive Escalation Team
WageWorks, Inc.
Final Consumer Response /* (4200, 11, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is still a very generic response from the executive team and there is absolutely no updates on the case numbers for the specific issues listed in the original complaint. Also the company is not taking any steps to avoid the same issue repeating with future clients :(

Initial Business Response /* (1000, 5, 2016/03/01) */
To Whom It May Concern:

WageWorks is a provider of tax-advantaged programs for consumer-directed health, commuter and other employee spending account benefits, or CDBs, in the United States. We provide these services to the employee...

participants of our employer clients pursuant to service contracts with the employers. We do not sell our services to the general public, and do not have individual service agreements with employee participants.
The operation of these CDBs and the related appeals processes are governed by various federal laws and regulations including the Internal Revenue Code of 1986, as amended, the Health Insurance Portability and Accountability Act of 1996, or HIPAA, and related state laws.
While we appreciate being notified of any complaints, our employer clients and their employee participants are advised to resolve any issues by contacting their customer service representative, our call center or, ultimately, a member of our team. We promptly respond to all issues and strive to resolve every concern to the employee participant's satisfaction. We have notified the employee participant's employer client of the complaint and are taking appropriate steps to resolve it through the appropriate channels.
Thank you.
Executive Escalation Team
WageWorks, Inc.

Complaint: [redacted]I am rejecting this response because:  I am not filing this request on my personal behalf.  This complaint is on behalf of my organization  The [redacted], which is owed the funds referenced in my complaint.  On behalf of the [redacted], I have called every number I can find and still not received any resolution or received the funds that are payable to the [redacted].  I am seeking further correspondence on this issue.  Thank you  Sincerely,[redacted]
Management Assistant
[redacted]

Initial Business Response /* (1000, 5, 2015/11/23) */
To Whom It May Concern:

WageWorks is a provider of tax-advantaged programs for consumer-directed health, commuter and other employee spending account benefits, or CDBs, in the United States. We provide these services to the employee...

participants of our employer clients pursuant to service contracts with the employers. We do not sell our services to the general public, and do not have individual service agreements with employee participants.
The operation of these CDBs and the related appeals processes are governed by various federal laws and regulations including the Internal Revenue Code of 1986, as amended, the Health Insurance Portability and Accountability Act of 1996, or HIPAA, and related state laws.
While we appreciate being notified of any complaints, our employer clients and their employee participants are advised to resolve any issues by contacting their customer service representative, our call center or, ultimately, a member of our team. We promptly respond to all issues and strive to resolve every concern to the employee participant's satisfaction. We have notified the employee participant's employer client of the complaint and are taking appropriate steps to resolve it through the appropriate channels.
Thank you.
Executive Escalation Team
WageWorks, Inc.

Initial Consumer Rebuttal /* (3000, 7, 2015/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response further demonstrates Wageworks' inability to take responsibility for their failure. They push the responsibility to my employer or onto me, when both my employer and I have done what was asked.
For whatever reason, Wageworks has failed to process the paperwork I have mailed in twice. This is not my employer's fault, nor is it mine. The paperwork was addressed correctly and sent through the US Postal Service, twice. The postal service is likely not to blame either.
It is not my employer's policy to penalize employees who submit the requested paperwork when asked to do so. They certainly do not have an agreement with Wageworks to do so.
Wageworks continues to cite policies of the government, my employer, and law that have nothing to do with the fact that they lost my efforts to comply, twice.
The issue is that they have failed to provide services due to their procedures with handling paperwork. This failure on their part is what is denying me access to the funds that I have legally set up through this program. It has nothing to do with any agreement with my employer. My employer did not agree to Wageworks failure to process paperwork in any agreement.
I have complied with the laws and organizations cited in Wageworks' response. I am now being punished as if I had not complied. This represents an unfair practice solely within the organization of Wageworks.
This company has not offered any negotiation toward resolution that I can see in their response. They express no indication of responsibility. I do not see what middle ground is expected from me.
For resolution, I would want to see:
1. Access to my funds returned immediately, reflecting Wageworks culpability in wrongly denying me access since they are to blame for losing the forms twice.
2. An investigation into their own customer service department to determine why and how my forms were lost, twice.
3. An apology for wrongly penalizing me for their error.
4. A guarantee that when my third set of paperwork arrives that it will be properly handled and processed.
In the meantime, I will begin collecting all of the required paperwork and mail it in a third time.
Thank you.
Final Business Response /* (4000, 9, 2015/12/02) */
To Whom It May Concern:
WageWorks is a provider of tax-advantaged programs for consumer-directed health, commuter and other employee spending account benefits, or CDBs, in the United States. We provide these services to the employee participants of our employer clients pursuant to service contracts with the employers. We do not sell our services to the general public, and do not have individual service agreements with employee participants.
The operation of these CDBs and the related appeals processes are governed by various federal laws and regulations including the Internal Revenue Code of 1986, as amended, the Health Insurance Portability and Accountability Act of 1996, or HIPAA, and related state laws.
While we appreciate being notified of any complaints, our employer clients and their employee participants are advised to resolve any issues by contacting their customer service representative, our call center or, ultimately, a member of our team. We promptly respond to all issues and strive to resolve every concern to the employee participant's satisfaction. We have notified the employee participant's employer client of the complaint and are taking appropriate steps to resolve it through the appropriate channels.
Thank you.
Executive Escalation Team
WageWorks, Inc.
Final Consumer Response /* (4200, 11, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response is identical to their first. This suggests that it is a standardized response and no attention has been been given to this matter. They are not addressing the concerns that have I have laid out in my previous response.

Complaint: [redacted]I am rejecting this response because it is over 1 week since my last call to the WageWorks customer service center in which they promised to discuss with their Actuarial team and respond back to me in writing within 5 days. To date, I have not received any written acknowledgement or resolution. Each call to WageWorks results in another week going by and yet another call to WageWorks.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:I have tried reaching out to the customer service team with no help. Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is a standard response from a company with no customer concern.  They are simply running a government program and hide behind the idea that some customer issues need individual attention for resolution without undue process.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: This reply does not at all address my complaint.  It is the second of the same exact response from the company, and the fact that they are using only a "canned," generic response only adds to my frustration and the appearance of a lack of regard for the customer.  I cannot accept a response that does not acknowledge my specific complaint and is in complete contrast to my experience with the company.  While they assert that they attempt to resolve issues timely, I have been in contact with the company 12 times since 4/12/16 without resolution.  This is giving the appearance of a deliberate attempt to avoid reimbursing funds that are due.Sincerely,[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)Like their first paragraph states, they provide services to the employee participants. I find that statement vague and the second paragraph attempts to release them from actually providing good service with government regulations. For my particular situation they only need to provide better options on their web site when submitting receipts (which year funds come from). There is no regulation preventing them from providing that service. After repeated requests I was advised they could not remove 2016 service dates from 2015 funds. It wasn't until I made several phone calls and a written letter to their executive escalation team that I finally found resolution. That being said, paragraph three is not how they are operating their business. Eventually my funds were allocated to the appropriate years and resolved but it should have only taken one phone call. I was not attempting to violate any federal laws. I only state that I do not accept the response from this business because from every conversation they still could not comprehend they were wrong and implement an easy fix. Allow participants to choose the allocation of funds to the appropriate year if not on their web site then a simple call.

Review: I pay for a transpass through wageworks every month to commute to work. This month my pass never came in the mail. I called to inform them that it never came in the mail so that I could get a refund. I was told the only way my money could be refunded is if I filled out a form and went to a local transportation center, purchased a new transpass, and made a copy of my receipt. I explained to the customer service rep. and the supervisor that I spoke with that I would not be able to get a receipt when I pay at the subway desk and that even if I could, I no longer want to purchase a transpass for this month since the month has already started and I needed to purchase tokens with a machine due to not getting one in the mail to start my month off. I told them that it was unfair to hold my money hostage unless I chose to go out and purchase something I no longer wish to have for this month. I paid for a service I never received and would like to be reimbursed for this. I explained to a supervisor ([redacted]) who also refused to reimburse me without me submitting items I don't have access to and don't even want to purchase at this point. I have a receipt from Wageworks in my e-mail for the amount of money I paid towards the pass never received but they will not allow me to use this receipt despite it being the only item that proves a payment was made for something I never was given.Desired Settlement: I would like my money returned to me.

Business

Response:

WageWorks is a provider of tax-advantaged programs for consumer-directed health, commuter and other employee spending account benefits. or CDBs, In the United States. We provide these services to the employee participants of our employer clients pursuant to service contracts with the employers. We do not sell our services to the general public, and do not have individual service agreements with employee participants.The operation of these CDBs and the related appeals processes are governed by various federal laws and regulations including the Internal Revenue Code of 1986, as amended, the Health Insurance Portability and Accountability Act of 1996, or HIPPA, and related state laws.While we appreciate being notified of any complaints, our employer clients and their employee participants are advised to resolve any Issues by contacting their customer service representative, our call center or, ultimately, a member of our team. We promptly respond to all issues and strive to resolve every concern to the employee participant's satisfaction, We have notified the employee participant's employer' client of the complaint and are taking appropriate steps to resolve it through the appropriate channels.Thank You,Executive Escalation TeamWage Works, Inc

Our company switched over to WageWorks from another FSA provider and my experience with them from December 2014 has been horrible. They have "sent" my card twice and I have yet to receive it. The first time the address did not include my apartment number. The second time, I just did not receive it outside of their protocol window. It is now February and I have yet to receive my card. Each time that I called to inquire about my card, different representatives provided different information. No one was on the same page. I request to have my card sent overnight due to their continuous error but they state that they can not do that. They would like for me to wait another 2-3 weeks to receive my card. Completely unacceptable! Not to mention, money has already been taken from pay for a card I have yet to receive. Horrible. Stay away from WageWorks if possible.

I've had a terrible time with their customer service. No one will answer my questions directly. Terrible experience overall. The website doesn't disclose any useful information on how to use their commuter options. They give you the run around. It's been a terrible time dealing with these people.

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Description: Employee Benefit Plans

Address: 10375 N Baldev Ct, Mequon, Wisconsin, United States, 53092

Phone:

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Web:

www.wageworks.com

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