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Reviews by GINA
★★★★★
DO NOT GO NEAR THIS PRODUCT! We were longtime customers of iSolved, using their Timeforce I software for over 10 years. We were regularly assured that we would not be required to upgrade and that our version would be supported for the foreseeable future. On 3/25/19 we received an email stating that our support contract expiring 4/14/19 would not be renewed because our version was no longer supported. They gave us less than one month’s notice. We sent an email to our sales rep the same day, but had to make repeated requests for pricing and a demo because she was unavailable. An initial quote was finally received 4/5/19, but they could not make time for a demo until 4/22/19. We agreed to this, but requested they continue supporting our old version in the meantime because of the short notice and delays. They completely ignored this request, not responding to it at all. During the demo we asked how the new software would handle the things our Timeforce I software was capable of. They were unsure of some of the more complex issues and promised they would check with tech support and get back with us. In the end, it was promised that the new software would be able to meet our needs. We signed a one year contract on 5/1/19. We began to have weekly one-hour phone calls with our implementation specialist, and a few things quickly became apparent. First, although iSolved does have an online training university, it does not have a searchable help system. If we could not remember where to set something up, we could not search help for a quick answer. Our only option was to email our rep and wait for a response, or sit through an online class, hoping to find the answer there. Second, we were not being taught how to set up our system. Our rep was doing the setup for us, and she did not openly answer questions about how to do things ourselves. Third, we hit major roadblocks during implementation when addressing some of our more complex system needs. iSolved did not approach these problems with a sense of urgency or reassure us that they would work with us until an acceptable solution was found. The attitude presented was that we should adapt our needs to the system, rather than finding ways to make the system work for us. It was our own IT person who came up with ideas, tested, and then presented possibilities during our weekly calls. It was at this point that we discovered iSolved is unable to produce a timecard report that shows actual punches, but rounded hours. This is a very basic function of any timekeeping system. It was also at this point that we realized activating a single employee for testing purposes triggered iSolved to begin charging us the full monthly cost for the software as if we were live. After much debate in October 2019, iSolved agreed to create a custom timecard report that would show actual punches and rounded hours for free because we are unable to use the new system without it. They began charging us on 7/1/19. They announced the report was ready on 12/13/19, but we were unable to access it. When we asked them about this, they said they would check with the report developer. On 12/31/19 we requested an update. We received a reply a week later that the report was not ready yet. On 1/6/20, our director sent them an email requesting an exact date that the report would be ready and NEVER received a response. On 2/6/20 we requested another update and were told it will take as long as it takes and that they cannot give us any kind of eta. We have been paying for software that we cannot use for almost a year, and iSolved is glad to take our money and they are unconcerned about keeping their promises, providing good customer service, or retaining us as a customer. This has been an incredibly frustrating and unbelievably horrible experience. Do not use iSolved unless you are interested in paying for nothing!
