ComplaintsforArise Virtual Solutions, Inc.

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Initial Complaint
07/26/2024
Complaint Type:
Order Issues
Status:
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.
To Whom It May Concern,I am writing to formally lodge a complaint against Arise Virtual Solutions regarding their lack of transparency, unfair practices, and poor treatment of independent business owners (****) and contractors. I have been associated with Arise since 2019 and have observed a significant decline in their business practices, particularly since 2022.Since 2022, I have repeatedly encountered an issue where I enroll in training opportunities, complete necessary background checks and drug tests, invest time and money, only to be turned away at the last minute with the claim that "the class is full." This last-minute notification suggests a lack of transparency and leads me to believe that Arise may not be truthful about class capacities. The company never discloses how many seats are available in each class and fails to inform us in a timely manner when seats are filled. Arise has transitioned from a contractor-first organization to a client-first one, neglecting the **** and contractors who bring talent to their platform. Despite my seniority and long-term association with Arise, I have experienced continuous setbacks due to their "video game style" competitive contracting approach introduced in 2022. This shift undermines the efforts and loyalty of seasoned ****.Furthermore, the compensation offered has remained stagnant over the past five years, ranging from $12 to $15 per hour, without any adjustment for inflation or increased cost of living. Additionally, the technology Arise relies on is faulty and unreliable. Their virtual desktop system is riddled with bugs and compatibility issues, creating a daunting experience for contractors.In light of these issues, I request that the BBB investigate Arise Virtual Solutions for their lack of transparency, unfair business practices, I believe that Arise's practices are deceptive and unethical, and they should be held accountable for their actions.
Business response
08/20/2024
Arise is in receipt of the complaint filed by **********************, owner and operator of Tug *************** a 3rd party independent contractor using the Arise Platform.
The Background Check paid to the 3rd party vendor cannot be refunded by Arise. Additionally, the eligibility and enrollment of ********************** into the current certification class was due, in part, to the 'Pass' result of the Background Check.
We tried but were unable to connect with **********************, but a voicemail with a contact number was provided if there are any further questions or concerns.
Initial Complaint
07/13/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 19 June, I was informed that my *************** Agreement (IB ID=70601, CSP: ******* with Arise Virtual Solutions **** was suspended due to pending investigation of fraudulent activity. I believe this action is unjust, I have been on this platform for over 10 years since retiring from the United States Army, and I can state without reservation that I have NOT committed any fraudulent activity on this platform. I have serviced several clients as CSP and QASR with integrity. This suspension has caused significant inconvenience and financial loss.I have made several attempts to contact the Contract *************** but received an email that the inbox is not monitored. I called the only available number and was advised to email Registration which I did on 24 June and was advised to login to the portal and communicate through chat ****** Im unable to login because Im not authorized to access this application. Please contact the Administrator.I am seeking the BBBs assistance in resolving this matter. I would like Arise Virtual ************ to provide a more detail reason and status of the suspension.Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.
Business response
07/25/2024
Arise has communicated with ********************************* and we are addressing the issue.
Customer response
07/31/2024

Complaint: 21985478
I'm rejecting the response:
Thank you for your message dated July 31, 2024. I have reviewed the response from Arise Virtual Solutions, Inc., stating that they are addressing the issue.
Unfortunately, I must inform you that this response is unsatisfactory. I was contacted by and spoke to ************************ on Thursday, July 25, 2024, and was advised to expect an update from her the following day, which I havent received.
I would like Arise Virtual Solutions, Inc. to provide the following:
1. The current status of the investigation.
2. Clear steps I can take to resolve the issue and restore my access to the platform.
I appreciate your assistance in helping to resolve this matter and look forward to your prompt response.

Sincerely,

*********************************
Business response
09/20/2024
Arise is in communication with ******* ********* and we are working towards a resolution.
Customer response
09/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. Waiting for a resolution from the business as promised.

Sincerely,

******* *********
Initial Complaint
06/17/2024
Complaint Type:
Order Issues
Status:
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.
I am a contractor working under Arise Virtual Solutions and scheduled maintenance was scheduled the week before deposit of intervals scheduled. I have issued several complaints and excused of why my pay has not been received and cannot be deposited into my bank. Everything was accurate on my end and the issue has occurred because of system issue. This is totally unfair and unprofessional and I am at risk in my household.
Business response
09/19/2024
This issue has been resolved.
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I worked the day prior no problem I come into work my scheduled intervals and I'm met with an error come to find out I am unable to log in, as well as my SOW was terminated due to security concerns. I contacted support they sent me another email where I completed reverification and I passed but no one has not contacted me at all. Not sure how or why they can simply terminate your agreement with no explanation, while not responding to emails and essentially giving no information by phone I do need to work and cannot afford to continue to just wait for a resolution with absolutely zero information provided I'm unsure whom else I should reach out to, they dont answer or provide information
Business response
06/20/2024
Arise is in receipt of the compliant filed by *****************************, a 3rd party vendor that used the Arise Platform. The submission made by ***************************** has been reviewed and the Independent Contractor has been approved for reinstatement onto the Arise Platform.
An email notification will be provided to ***************************** with details.
Customer response
06/21/2024
I wish to accept the offer, however I would like an explanation on how this happened? More importantly if I am able to resume work with my client without penalty?
Customer response
06/26/2024

Complaint: 21813064

I wish to accept the offer, however I would like an explanation on how this happened? More importantly if I am able to resume work with my client without penalty?

Sincerely,

*****************************
Customer response
07/09/2024
My concern has not been resolved? I have been awaiting response for over 2 weeks now
Initial Complaint
05/29/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear Arise Support Team,I hope this message finds you well. I am writing to express my concern regarding the recent suspension of my 1099 control due to identity and location issues. I've sent email with information that was needed. I live 10 minutes from the corporate office I can come in person to show any documents needed to clear my account.I want to assure you that I have always maintained the highest level of integrity in my dealings with Arise and have complied with all the necessary protocols and procedures. I responded promptly and provided all the necessary documentation to verify my identity and location as soon as I was notified of the issue.Despite my timely response, my 1099 control remains suspended without a clear explanation. I understand that Arise has policies and procedures in place to ensure the security and integrity of its operations. However, I believe it is crucial for me to understand the specific reasons behind this suspension to address any potential misunderstandings or discrepancies.I would like to emphasize that this suspension is not only affecting my relationship with Arise but also my employment opportunities with other companies. As an independent contractor, maintaining my 1099 control is critical for my professional endeavors and this issue is a red flag for remote employment I was not looking to escalate this issue to the Better Business Bureau or make it public on ************ but I feel like I have no choice. My intention is to resolve this matter amicably and continue my professional relationship with Arise. I believe that open communication is key to resolving such issues, and I am more than willing to provide any additional information or documentation that you may require.I kindly request you to review my case and provide a valid reason for the suspension. Your prompt attention to this matter will be greatly appreciated.Thank you for your understanding Best Regards, *************************** / CSP ID: *******
Business response
06/11/2024
This issue has been reviewed and the applicable profile will be reinstated.
An email update will be sent to the 3rd party independent business, ***************************, within then next 3 business days.
Customer response
06/11/2024
Dear Better Business Bureau,
I am writing to seek your assistance regarding an issue with [Arise Solutions] that remains unresolved despite my best efforts.
I have been experiencing communication issues and have reached out to the company multiple times seeking a resolution. Despite my attempts to communicate and resolve the issue, I have not received a response from the company.
I responded in a timely manner and provided all the necessary information requested by the company. However, the lack of response from their end is causing significant inconvenience and is also affecting my professional relationship with them.
I understand that companies can sometimes overlook customer queries due to various reasons. However, I believe it is crucial for businesses to maintain open and timely communication with their customers to resolve any issues effectively.
I kindly request your assistance in this matter. I am hopeful that with your intervention, I can receive an update from the company and work towards a resolution.
Thank you for your time and consideration. I look forward to hearing from you soon.
Best Regards, [*************************]
Customer response
06/16/2024

Complaint: 21774634

Dear Arise Solutions,
I am writing to follow up on the resolution provided in response to my complaint filed with the Better Business Bureau. I appreciate your efforts in addressing my concerns and am satisfied with the proposed resolution. However, I have not yet received any emails as mentioned in your response. Additionally, I am still unable to log into the site or reset password not sure if I need start a new profile or if my current one was reinstated. I kindly request your assistance in resolving these remaining issues. You can reach me at either of the following email addresses for further communication: *************************** or *******************.Thank you for your prompt attention to this matter. I look forward to a swift resolution.
Best Regards, ***************************
Initial Complaint
05/22/2024
Complaint Type:
Billing Issues
Status:
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.
On april 9th I received an email informing me that my MSA had been terminated, supposedly for security reasons. Since I knew that this was an error, I followed the steps to complete the Identity Assessment.That same day I also realized that Arise had made the deposit of my payment to an account that was not the one I had registered on the portal; it was made to another account on the same bank, in which I am a second holder. That account's primary holder is a friend of mine, but I really don't understand how Arise could have transferred the money to the wrong account since I never provided that information. I reached out to the bank and they don't have an explanation either.So far I have not received a response from Arise yet, and I really would like my account to be reinstated because this was a big mistake.
Business response
05/31/2024
An email notification was sent to ***********************, providing an update of the stated issues.
Initial Complaint
04/23/2024
Complaint Type:
Product Issues
Status:
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.
I was never warned or given a chance, just trying to login to service my interval when I was unable to log into my account, I thought it was the typical password has expired situation, so tried to reset my password and was not receiving any link to reset my password. I contacted my IBO to make sure everything was ok on his end but was referred to the registration ***** I went ahead and emailed registration about this and was sent this email "Please be advised that effective immediately, this profile has been inactivated from the Arise Platform due to security concerns related to the identity and/or location of such agent".I immediately followed the link that was sent to do an identity assessment, and since then that was never any progress that was made. About 2-3 month later I emailed registration again to follow up on regaining access to my account and was advised to send an email to Compliance. I sent multiple emails to them and even followed the instructions and example that was given "Please ensure your subject line includes CSP ID and identity assessment for example CSP ID ***** - IDENTITY ASSESSMENT". Even after doing all this never received any email from Compliance and to make matters worse, any email I sent to Registration they always referred me back to Compliance, and they have never responded to my emails. I asked them to escalate my issue and part of the response I got was" Due to the increased number of agents requesting to return to the platform after being inactivated, we will be flexible and allow the return. However, reactivation will not be immediate, instead, they will have to wait 6 months to return". This has been started happening since May 2023 about to be 1 year. Just left speechless at this point.
Business response
05/20/2024
Arise is in receipt of the compliant filed by *****************************, an employee of Xenium **** Systems LLC, a 3rd party vendor using the Arise Platform.
The information previously submitted by ***************************** has been reviewed and additional information was requested. An update will be provided after the additional information is received and review is complete.
Customer response
05/24/2024

Complaint: 21615293

I am rejecting this response because: Business claim to have requested for additional infomation when only one contact was made on 05/20/2024 by phone which i missed, tried calling that same number on 2 different days during hours of operation no one picked. Expected this Buiness to aleast to contact me by email which I provided in the compliant since the phone call was missed. Keep in mind I would have had not idea that they tried to call me if i did not compare the number to what BBB had.
Sincerely,

*****************************
Business response
06/07/2024
An Arise representative from the Compliance team will be reaching out to *****************************, to provide further assistance.
Initial Complaint
04/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went on vacation from Feb 7 to April 7, 2024. Before I left I asked *** what I need to do so I do not have problem while on vacation- from the explanation I gathered. I just have to go to Starmatic and get schedule when ready to work. Couple of weeks before my return I tried to log in and get myself to schedule on my return which I thought I can work more hours because Turbo Tax is at peak. UNFORTUNATELY I am unable to log in, apparently my SOW was terminated due to security concerns. I then did reverification and I passed but still waiting for reply until now. I just cannot believe that a big professional company like ARISE will say there is no ETA for the response. I want to work, I need to work, I don't drive, I have no car. I am a Military widow living from a tiny benefit. I don't get nor want Government aid. I just want to work. I am left hanging. I do not know who to contact anymore, I tried every contact they have but to no avail there is no reply.
Business response
05/13/2024
Arise is in receipt of the compliant filed by **********************, owner of EL268 ****** Services, LLC, a 3rd party vendor using the Arise platform. An email notification was sent to EL268 ****** Services, LLC upon termination of the ****** Services Agreement on March 19th. The email included an explanation for the termination and instructions on how it can be disputed, if the business chose to do so. To date, we have not received any dispute claims from EL268 ****** Services, LLC.
We have also tried contacting **********************, with no success. We will be happy to discuss her questions and/or concerns, if she calls the number left on the voicemail.
Initial Complaint
04/13/2024
Complaint Type:
Billing Issues
Status:
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.
I didn't get a 1099 from the company for last year. I also was Locked Out of my account for an issue I had NEVER received notice about. They claim they can't verify my identity or location and yet their FAQ shows Arise software can track device Location! It's as if they don't care they are messing with a person's life and bills
Customer response
04/15/2024
I submitted my license along with the selfie the very same day I got the termination of my MSA. I haven't heard back from them. I asked if this had to do with the *** hack but they didnt respond.
Customer response
04/18/2024
Is the business even going to respond to a complaint SENT DIRECTLY TO THEM??! They won't respond to my emails after locking me out my job and they won't respond to the BBB either??
Business response
05/02/2024
This issue has been resolved and an email notification was sent to the *************** with an update.
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I worked under my own IBO at Arise and my *** was terminated. I have worked off/on at Arise since 2018. I received an email on April 8th 2024 that the *** was terminated due to identity/location. I completed the identity assessment per email I received, the same one I completed in in Dec/Jan. I also filed a ticket before my *** was terminated that I had not been paid correctly for the weeks of 3/16/24-3/31/24. I received pay for one day and that was only for 3/28/24. I have not heard anything back from anyone.
Customer response
04/18/2024
I still have not heard or received a response from Arise
Business response
05/02/2024
The ************** Agreement between Arise and Valley ************ Services LLC, a 3rd party vendor using the Arise Platform, was reinstated on April 30th. An email notification, advising of the reinstatement, was sent to the business.
Regarding the service revenue issues, it is currently being reviewed and Valley ************ Services LLC will be contacted with an update.
Customer response
06/03/2024
I was contacted by ****** from Arise on 5/9/24 and she stated that a mistake in regards to me not being paid. ****** stated that since Arise researched the matter and it had corrected and they would issue an adjustment on the next pay cycle for my missing time and pay. They next pay cycle was 5/15 and I was not paid. I have left several messages and have received a response.
Business response
06/13/2024
The revenue payment was processed in the 5/30/24 cycle. It was sent to the banking details provided by the 3rd party vendor, ******************* Services LLC.
Please contact Partner Support if the payment is undelivered or the banking details provided to Arise by the business owner are incorrect.

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ComplaintsforArise Virtual Solutions, Inc.

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