Complaints

This profile includes complaints for Zenefits's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zenefits

  1 Park Pl Ste 600 Dublin, CA 94568-7983

• 

  Zenefits

  50 Beale Street, Floor 10 San Francisco, CA 94105

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2024, I worked at a company that used Zenefits for their HR/payroll service. Since this company eventually shut down in August, I was not able to retrieve my W2 directly from them and hence decided to call Zenefits/****** directly. I've called Trinet 3 times and each occasion I had trouble getting help. On the third try, I was eventually referred to a Zenefits hotline *************). This Zenefits employee then referred me to my ex-co-worker at the company that shut down. Upon reaching my ex-coworker, she said that she doesn't have access to our W2 information as Zenefits has locked the accounts. For this complaint to be resolved, I'd like to understand the path forward for me and my coworkers to get access to our W2.

  Business Response

  Date: 02/25/2025

  We have confirmed that this issue has been resolved. Thank you for your patience.

  Customer Answer

  Date: 02/26/2025

  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.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:10/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zenefits credit card is denying all charges - even the enclosed copy saying there is Insufficient Funds. However, on another screen they entice ** to sign up for another year in order to get the remaining $570 in the *** account. If I pay the amount and attempt to get it reimbursed, they deny the charge without any reason. Finally, if I attempt to call them, they do not support talking to a human but instead say use the chat. However their chat has been "broken" for weeks. I'm seeking a refund of the unused portion of the initial funding of $1500. This amount from their own website is $570.

  Business Response

  Date: 10/24/2023

  Hi ****************, we apologize as we had not previously seen this complaint. We are escalating it ASAP and will have someone look into it and reach out quickly. Thank you for your patience. 

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I run a small nonprofit - *************************** and we used Zenefits as our people management software for our one part time employee. We went with a service like this because we're a mostly volunteer group and we were afraid that we wouldn't know exactly what to do in terms of record keeping and reporting. As we began this years workers comp insurance when we logged in we were told that our account no longer exists. Right around this time we received a collections notice for a paltry $126, which leads me to believe that our account - with critical and irreplaceable tax info has been deleted or hold hostage for this amount. We responded to the collections agency as quickly as we can but Zenefits is very slow to respond and our needs are immediate. We continue to reiterate we are happy to pay this amount but we need our tax documents, which Zenefits has no right to destroy or hold from us. We are desperate and hoping you can help us recover these tax documents and receipts. Thank you

  Business Response

  Date: 08/31/2023

  Hi ****, we have received confirmation that a member of our team is working with you directly to bring your account current and get you access to these documents. Thank you. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20538019
  
  I am rejecting tentatively to make sure this case remains open until complete resolution of the issue. I am currently working with 3 agents at Zenefits - including an email account that has yet to respond to any messages I've sent. Currently in the process of confirming a wire transfer for a little over $100 instead of a bank card or certified check. While the policies are not the fault of the agents I'm corresponding with they are significantly hampering our ability to move forward.
  
  Sincerely,
  
  **** El-*******

  Business Response

  Date: 09/06/2023

  Hi, we are working diligently on this issue and appreciate your continued patience. Thank you. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20538019
  
  I am rejecting this response because:
  

  We have finally got past the initial phase of accepting the $127 fee - however I was immediately quoted $600 for a service renewal and the invoice to reactivate my service came through at double that amount. Please honor your original quote - from not even 72 hours ago. 
  
  Thank you

   Sincerely,
  
  **** El-*******

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zenefits failed to file an annual state tax filing per our contracted agreement in 2021. I've been attempting to resolve the issue, but am not able to get in touch with ANYONE at Zenefits. Emails get an autogenerated reply but nothing ever comes from it. The one time a human DID reply, they had a generic answer and I could not reply or call them to ask or get clarification about the situation.Meanwhile, this missing tax filing is collecting penalties and interest, and preventing me from closing my business. It is not something I can file on our own since Zenefits has all the data of what they collected on our behalf throughout their position as our payroll provider.

  Business Response

  Date: 07/13/2023

  Hi *******, it looks like someone has been in touch with you regarding this matter and we are still within the response window we initially provided. That said, we have escalated your case and I have confirmed someone has reached out and is working on an ETA for you. Our apologies for the wait and thank you for your patience. 

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My former employer, which no longer exists as a company, switched HR providers from Zenefits to Rippling in the middle of the 2022 tax year.My company used Zenefits as its HR provider from 1 Jan to 30 Sep 2022. Then, the company switched to Rippling, which it used as its HR provider from 1 Oct to 31 Dec 2022. When the change in HR providers was made, all employees were told that payroll data would be automatically transferred from Zenefits to Rippling, so that at the end of the calendar year 2022, Rippling would have all 2022 payroll data on file, and only one W2 would be generated for each employee. The full, correct W2 would be coming from Rippling.When I filed my 2022 taxes with the **** I used the full, correct W2 from Rippling. Little did I know, Zenefits incorrectly submitted a duplicative W2 to the **** covering the dates of 1 Jan to 30 Sep 2022. Because of this, the *** flagged my return and my refund, thinking I had not fully reported all of my income.I have tried to reach out to Zenefits to let them know about this situation but they are impossible to speak with. Phone numbers directed me to their website, but I can't submit a ticket on their website because I no longer have a login (I don't work at my former company; my former company hasn't used Zenefits in a long time; my former company no longer exists and there is no HR admin). I've tried submitting help tickets to speak with a human-- anyone with an e-mail address or phone number. I've tried reaching out to the Zenefits sales team, and have chatted online with one of their sales staff, but they were unhelpful and directed me right back to the support page that never responded to me. Zenefits has caused my *** refund to be held up for months. They should know about this issue that has certainly affected others at my former company as well. They should be reachable to people without a login. They should have phone numbers that reach humans. I am very disappointed and expect a response.

  Business Response

  Date: 06/28/2023

  Hi ********, it appears we had an outdated email for you. We have confirmed that this has been updated with the information you have provided to us here and a member of our team is in the process of reaching out to you to resolve this issue. 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20245527
  
  I am rejecting this response because: I was contacted by a member of your team but they have not been able to resolve this issue. This team member is denying any responsibility on behalf of Zenefits for submitting an improper/duplicative W2 to the *** in 2022, and is suggesting I seek the advice of a tax professional. I have already spoken with tax professionals and have already filed my taxes. That's why this problem exists--the *** flagged my return due to the negligence of Zenefits in submitting a W2 that should not have been submitted to the ***.

  I am seeking communication with someone at Zenefits other than a support staff who just refers me back to my non-existent HR admin, given that my former company no longer exists. Zenefits should also have the wherewithal to realize they made a mistake in submitting these W2s when they should not have done so. They should take steps to correct this problem with the ***.

  I'm confused as to the silence of Zenefits on this issue. The only other steps I have been able to think of to get the company's attention to this matter are to file complaints with the *********** of ***** in NY (where my employer was based) and CA (where Zenefits is headquartered). Both have been contacted and I am awaiting further information/replies from them as well.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 12th 2023, *** received a message from a customer service manager from ClubZen that says I didnt do the 144 trainings from Zenefits and she decided to take away my reward points. She claimed that those trainings were not recorded in the system as she found out those courses has a less than a minute video. She decided to deduct my remaining points until I have negative points. I decided to reach out back to her and explain that *** accomplished many of those trainings and did pass the Zenefits Professional Exam before I joined the ClubZen. Therefore, those trainings that *** completed may not be recorded as she claimed to be but once I joined the ClubZen at the first time I can see that I have around over ******************************************** those points from the trainings that Ive completed. Knowing this her decision is firm and refused to believe about everything I said. The next day on April 13th 2023, as for today, Ive contacted the Zenefits customer service and trying to solve this issue. As for a result, they didnt solve my problem, instead they blocked me out from ClubZen and filed a complaint against me to my boss. They didnt even show me the proof of anything that claim I didnt do my trainings/courses. I hope my boss knows better because as soon as I passed the exam and become Certified Zenefits Professional I immediately let my boss know about it and emailed her the certificate. Zenefits got me nothing but in trouble at my work. I dont recommend to use this platform/software.

  Business Response

  Date: 04/18/2023

  Hi *****, our rep is reaching out to you to go over the situation but it looks like policy violations were made in acquiring rewards points and our team had previously explained to you why those points were removed. You can speak directly to the customer support manager who reaches out to you if you still have questions. Thank you. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19934019
  
  I am rejecting this response because the Zenefits is still refusing to show me evidence of what they claimed. They didnt show me any evidence that I didnt do the trainings they only claimed that the trainings that Ive done werent recorded appropriately so thats why they took away the rewards points that Ive got from my training accomplishments. They are still insisting that their software is right and they did the right thing to make an adjustment. Theyve got me into so much trouble about this and until they fix the issue and show me evidence of what they claimed to be then I will let this complaint stays. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/18/2023

  Someone is working with her directly on this to explain to her why this decision was made per our policy guidelines. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19934019
  
  I am rejecting this response because Zenefits is still refusing to show the evidence of what they claimed. They claimed that I didnt do the 144 trainings and therefore they took away my reward points and decided to deduct it. Zenefits refused to solve this issue and make this issue difficult. Zenefits refused to show evidence and one of their employees did throw a discriminatory comment against me and caused me in trouble at my work.
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/19/2023

  We will share this with our team and have them reach out again. Thank you. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19934019
  
  I am rejecting this response because Zenefits is still refusing to solve the issue. And keep on refusing to solve the issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zenefits never filed my W-2 to the **** thus the *** cannot confirm the amount of funds that were paid. They refuse to answer my emails and keep passing the hat on responsibility. This is a highly time-sensitive issue and nothing is being done. All I need for them to do is submit my w-2 to the *** and confirm with proof that it has been done.

  Business Response

  Date: 03/09/2023

  Hi *****, we apologize for the delay in responding. We have confirmed that a customer service manager has reached out to you regarding this issue. Thank you for your patience. 

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On numerous occasions, glitches in the platform, incorrect settings, and lack of integration have resulted in mistakes in payrolls, employee information, **2 statements. Zenefits has consistently failed to provide adequate customer support, even for simple issues. We have experienced long wait times, unresponsive agents, and inaccurate information. The first issue is with our employees 2022 **2s. Zenefits did not provide us with an opportunity to review or correct **2s as an employer before releasing them to employees in late January 2023. When we notified them of inaccuracies, their first response was to claim it was too late to make any changes because the end of the 2022 calendar year had passed. The first is a lack of integration with our *** platform and the apparent end-of-year cutoff to make changes. Our *** platform released its **2 statement shortly after 12/31/22. Instead, Zenefits would not allow us to make any changes nor see the **2s until late January at the same time they were released to employees. We have asked Zenefits to add it to the **2s, which they have yet to do. Beginning in 2021 Zenefits placed a lock on the medical insurance information on pay templates. This resulted in multiple inaccuracies in several pay runs extending into 2022. We notified Zenefits of the issue and it took them over one year to remove the lock. We sent Zenefits a report of every affected pay run, along with the *** addition, so that they could correct our employees **2s, and we responded to every request for further information. However, since informing us that their Tax specialist team would be reaching out, we have received no updates from Zenefits, and no action has been taken. It has been over a month and the tax specialist team has not reached out. We have sent several follow-up emails asking for updates and have received no response.

  Business Response

  Date: 02/25/2023

  Hi *******, we have confirmed that a customer experience manager has resolved this issue with you. 

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All I am trying to do is get my w2's from 2022 from Venefits. It's been 3 days with no explanation. I can't believe this is accepted practice anywhere in *******. I will never do business with this company or any that do. No worker should have to wait for their documents in order to file taxes. Venefits should have automatically sent them...

  Business Response

  Date: 02/13/2023

  Hi ******, I have confirmed with out customer resolution team that you reached out on Friday, February 10 and they were able to help you resolve the issue that day. Please contact the customer service manager you were working with should you need any further assistance. Thank you.

   

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were a customer for over a decade. We both employees and contractors. We left Zenefits at the start of Q3. Zenefits was very clear that 30 days after leaving we would lose all access to their portal. Worth noting just because it does make it clear that Zenefits knew the relationship was terminated. Last week I received emails from contractors who had received emails from Zenefits that let them download 2022 ****s, for amounts that reflected Q1/Q2 only. Our current payroll provider had already correctly issued ****s for the entire year's payments. Zenefits did not have my permission to file anything with any government, and when contacted insisted this was normal behavior, although they weren't charging me and in all prior years I had to confirm I wanted them to file ****s. In order for my CPA to issue corrections I have asked for over a week, as well as in DMs in ******** that someone provide me copies of the documents they filed with the government. Alternatively, ***** me access to the portal again so I can download the dozen or so ****s and ****. This requires support reach out the tax team multiple times (I think we're on round4, each takes 1-2 days). Yesterday I did get an email with a list of the people/companies for whom ****s were issued, that theoretically linked to the ****s, but all the links were blocked to external users by Zenefits IT.I'm asking for copies of official documents they filed with the government for my company, less than a 20-page PDF. I am asking for this so my CPA and I can correct their incorrect forms, filed without my company's permission with the **** This is apparently a multi-week progress involving many communications between many departments of very low importance to Zenefits.

  Business Response

  Date: 02/14/2023

  Hi *****, I have confirmed that our team made contact with you on 2/8 and was able to provide you with the documents you requested.