Onboarding good, support terrible and non-responsive
Onboarding seemed good, with a very helpful rep who explained the options to me. What I didn't realize at the time is that Take Command don't actually distribute the reimbursements. Gusto partner with them, but the process for getting anything automated in payroll is so complex, if it's feasible at all, that I have resorted to manually adding reimburements each month for my employee. My biggest complaint is their non-responsive customer support. I have been asking them repeatedly for almost 2 months to adjust the amount I am reimbursing my employee. They keep saying they will make the change, but 2 months and many emails and chats later, there is still no change. It is very frustrating that I can't adjust it myself in the platform. I have to request that they change the amounts, and my emails seem to go into the void - either no replies at all, or promises to act but no changes made. [ETA: I later learned from other ICHRA providers that it is againt ICHRA rules to make changes to amounts mid-year, so I don't know what Take Command means by making changes anytime, as that is not permitted.] Their marketing says you can make changes anytime, but it's disingenuous to say that - as an employer I can't make changes myself, I have to write an email to suport and request them to make each change. This would be okay if their support team actually made the changes I ask for, but they have not done anything I have asked, and I have asked so many times!! I really feel helpless! I wish Gusto would partner with a different company for this service. I am looking for alternatives to Take Command, since I don't see any advantage of using them with Gusto anyway, as they are not exactly joined up. [Later edit: On talking with a couple of other providers when shopping around for a replacement, I learned some things about how ICHRAs work and what the rules say that Take Command had not explained to me, so unfortunately I am even less confident in them now.]