Rippling refuses to honor billing terms confirmed during sales process
We spent a significant amount of time with the sales team before signing with Rippling in February to validate our use case and ensure the platform aligned with our operational needs.
One of the most important parts of the deal was how billing would work for substitute and occasional staff.
Because we’re a school, we need to maintain a large roster of substitute employees to ensure classrooms are always covered in case of teacher absence and leave. However, many of these staff members may only work a handful of days throughout the year.
Before signing, we specifically raised concerns about being charged full per-employee fees for inactive or rarely used substitute staff. The sales team confirmed in writing that billing for several modules would be usage-based above our committed seat count, including:
- Payroll: billed only for employees who receive pay during the billing period
- Time & Attendance: billed only for employees who submit timesheets during the billing period
- Scheduling: billed only for employees actively being scheduled
- Benefits Management: billed only for employees enrolled in or eligible for benefits
- Performance Management: billed only for employees assigned to performance management
This structure was essential to making the platform financially viable for our organization, as it ensured we would not overpay for users added to the modules who were not actively working.
Fast forward several months: implementation for several modules are almost complete, and onboarding and migration work has been done. Then our invoice arrives and the billing does not match what was confirmed during the sales process.
When I reached out to our account manager, I was told the sales team was incorrect, that Rippling does not actually support this billing model, and that they cannot honor what was previously confirmed in writing.
At this stage, after months of implementation effort, being told “sales made a mistake” is not a reasonable resolution. We are not asking for anything beyond what was confirmed to us before signing. We simply want Rippling to stand behind the commitments made during the sales process and correct the billing model to reflect what was agreed upon.