Bench Customers Face Data Dilemma Amid Employer.com Acquisition

Unexpected Shutdown and Acquisition

After the abrupt shutdown of Bench, a Canadian accounting startup, on December 27, and its subsequent acquisition by Employer.com in a fire-sale, customers are learning that retrieving their financial data is more complicated than anticipated.

Customer Concerns and Reactions

Three disgruntled customers have voiced their dissatisfaction with the process, expressing frustration over the new barriers to accessing their data.

Bench, which raised $113 million from investors like Bain Capital Ventures and Shopify, ceased operations suddenly, leaving numerous businesses without access to crucial accounting and tax documents. Days later, the announcement came that Employer.com would acquire Bench in an undisclosed deal.

Employer.com's Approach

Employer.com, a San Francisco-based HR tech company, primarily focuses on payroll and onboarding rather than accounting and tax services. Its CEO, Jesse Tinsley, recently acquired the domain name for Employer.com, and the company operates as a dba for Recruiting.com Ventures.

A Bench customer named Michelle Gayle voiced her concerns regarding the consent form, which described Employer.com as a "highly profitable organization" but lacked the necessary accounting expertise. Customers were required to provide consent to access their own data, an approach that has raised alarms among users.

Complications with Data Access

One Bench customer shared that he had to accept updated terms to download his data, which initially prevented refunds. Although the page was later changed, the customer remains unsatisfied with how the situation was handled.

Another long-term customer felt uneasy with Employer.com's operations and decided to consider alternative service providers.

Employer.com does allow data access once consent is given, enabling users to manage, download, or delete their data. However, refunds for services anticipated from the now-defunct Bench may require contacting the bankruptcy trustee or pursuing a refund via Stripe.

Privacy and Future Implications

Some customers, like business advisor Michelle Gayle, criticized the privacy policy as inadequate, citing issues when attempting to reach Employer.com’s legal team.

Despite the frustrations, Employer.com maintains that consent will facilitate data downloads and service continuation. Critics argue that this process seems opaque and burdensome, reflecting broader challenges faced in tech acquisitions where customer data access and privacy remain paramount concerns.