• Report: #1127859

Complaint Review: Wageworks

  • Submitted: Mon, March 03, 2014
  • Updated: Mon, March 03, 2014

  • Reported By: Dean — San Francisco California
Wageworks
1100 Park Place 4th Floor San Mateo, California USA

Wageworks Company refuses to honor or even acknowledge my claim San Mateo California

*Author of original report: Issue resolved

*Author of original report: Thanks for the form letter

*UPDATE Employee: Response to Complaint

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On three separate occasions, I called Wageworks customer service to verify that my plan covered not only my expenses but my wife's expenses as well.  Each time, I was told yes.  Based on these multiple positive replies, I informed my wife that it would be a good idea to go ahead with her planned dental and vision expenses right away, rather than to wait for me to get another job.  Among other expenses, ehe went ahead with a vision exam, bought new eyeglasses and scheduled a root canal.  I submitted these expenses, and they were refused.  Now here's where it gets interesting.  I spoke to a customer service rep on the phone.  She acknowledged that Wageworks was at fault, and after a brief conversation with her supervisor, got back on the phone and told me that the three reps who gave me incorrect information would be fired.  She then gave me a mailing address for the Wageworks Executive Escalation Team and assured me that they would contact me within a day or two of receiving my letter.  In good faith, I went ahead and mailed a summary of events and charges to the address provided.  Ten days passed and no one responded, so I e-mailed the same information to executiveescalationteam@wageworks.com.  Again, no one responded.  Over the weekend, I posted information similar to what is contained in this note on yelp.com, and I was surprised to discover a few hours later that my review had been removed.  A quick google search on WAGEWORKS EXECUTIVE ESCALATION TEAM will reveal a mind-boggling number of complaints about them; if you check them out on yelp.com, the only positive posts about this company come from their own employees.  They respond to virtually complaint with the exact same form letter, which states, "Dear WageWorks Participant, Thank you for your communication concerning your account issues. Your feedback is very important, and on behalf of WageWorks, we sincerely apologize for your experience. We recognize your level of dissatisfaction and would value the opportunity to resolve your account concerns. Please contact us at executiveescalationteam@wageworks.com for additional assistance."  At this moment, I'm not exactly sure whether to complain to my employer, take Wageworks to small claims court, investigate the risks and rewards of a class action suit (since they're obviously treating a lot of customers the same way) or simply wait patiently for a reply from them.  By the way, I would absolutely love to have them resolve my case in a timely manner so I can come back here and say a few nice things about them.


This report was posted on Ripoff Report on 03/03/2014 10:38 AM and is a permanent record located here: http://www.ripoffreport.com/r/Wageworks/San-Mateo-California-94403/Wageworks-Company-refuses-to-honor-or-even-acknowledge-my-claim-San-Mateo-California-1127859. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Issue resolved

AUTHOR: Dean - ()

About 24 hours after my last post on this site, I received a phone call indicating that I would be reimbursed in full.  I'm convinced that this action was due to the publicity headaches I was giving them through your site and YELP.  Thank you for providing a forum where the little guy can stand on equal footing with the big corporation and its lawyers.

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#2 Author of original report

Thanks for the form letter

AUTHOR: Dean - ()

How nice of you to send me the same response that you send to everyone who complains about your company.  It gives me an opportunity to provide an update.  No one from the Executive Escalation Team ever replied to my letter from February 18, so I sent the same text in an e-mail on February 27th.  Once again, no one contacted me.  I called Customer Service on March 15, and they said that Cheryl from the Executive Escalation Team had called me on March 12 to say my claim had been denied.  However, there's no record of such an incoming call on that day.  More specifically, there was no voice message in my inbox and no record of a call on either of my dual Caller ID boxes.  For now, I'm assuming Cheryl either fabricated this story or dialed a wrong number and left a message for someone else.  (I guess we'll find out for sure when your company produces corroborating phone records in Small Claims Court.)  Eventually, I found a phone number on another complaint site.  That number got me to an operator, and I asked her if there was any way to speak to someone from the Executive Escalation Team without getting transfered to Customer Service in the Philippines.  (I already had several bad experiences with Customer Service, and the last time I spoke to them, they put me on hold and simply refused to answer again.  Upon checking other complaint sites, I discovered that they routinely do this to quit ea few customers.)  Anyway, the operator took my contact information and told me someone from the Executive Escalation Team would contact me shortly.  Later that day, Cheryl called.  She insisted that she had left a message for me, but even if she had done so, that response would have been unacceptable since I had made it clear that I wanted to speak to someone in a position of responsibility.  During our discussion, I pointed out that the Wageworks page on yelp has about 50 negative posts for every positive one, an observation that Cheryl condescendingly scoffed off because it came from yelp.  Then I went directly to the core of the matter, pointing out that I'm out of pocket by over $500 for no other reason than the incompetence of three different Wageworks Customer Service reps who provided incorrect information.  Cheryl's response was that it should have been easy for me to find out on the website if these charges were covered.  The flaw in her argument is that if it was so easy to locate this information, how come none of the three Customer Service reps could do so?  At this point, I think she sensed that she was losing the debate, because she then tried to lay the blame on my employer.  The only helpful information Cheryl provided was the name and address for your company's legal counsel, Kim Wilford.  My schedule is a little busy at the moment, but I do intend to take this case to Small Claims Court.  If I win -- and the odds are heavily in my favor -- I will do my best to make sure that everyone who has posted a valid complaint against your company on any consumer web site knows how to deal with your practices.  If you people were smart, you'd just send me a check for $550 and be done with it, but I don't give you that much credit.

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#3 UPDATE Employee

Response to Complaint

AUTHOR: WageWorks Social Care Team - ()

Dear Dean,

We're so sorry for your customer service experience regarding your claim.

We'd like to review this matter with you directly to see what we can do to help. Is it possible for you to reach out to us on Twitter or Facebook so our social media team can assist you? Our Twitter address is: @WageWorksCares and Facebook is: facebook.com/WageWorks

Please note when you reach out to our social media team that you left a review on Ripoff Report.

Sincerely,

WageWorks Social Care Team

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