Complaints

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

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  Poppins Payroll, LLC

  Boulder, CO 80304-4177

  
• 

  Poppins Payroll, LLC

  PO Box 44 Boulder, CO 80306-0044

  

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:02/13/2025

  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 used the service in 2022 and 2023. Canceled early 2024, as I no longer needed them. They billed me every month until I sent a request to fix it. They never responded back, but the charges did stop and I was only refunded for November (11/01/24), however, I never got money back for all the other months I was charged for. From 01/01/24 to 11/01/24, I paid $539. I was refunded $49 for November. I canceled early in 2024 (I don't have the exact date, it doesn't show on their website nor my email), however, my account does show terminated.

  

  Business Response

  Date: 02/14/2025

  There is no record in our system of the client closing their account on their own, and we have no record of email or phone correspondence from the client requesting that their account be closed. The client did have an account from 09/27/2022 and on 10/29/2024, Poppins Payroll auto-closed the account due to inactivity. At that time, all monthly subscription fees stopped. We can see in our system that on 09/19/2023 the client removed an employee from their account. This does not however constitute closing an account. 

  
  When a client removes an employee from our system, a pop-up appears, stating:
  Heads up! Have you reviewed your Next Payroll? Please visit and revise your Next Payroll as appropriate before removing your employee, as all wages earned through the employees termination date will be paid out, even if the payday falls after the last day of work. Once the employee is removed, you will not be able to make any edits. Removing this employee does not close your account. You can close your account under Settings/Cancel Account.

  
  Every employer must acknowledge this pop-up before proceeding with the employee removal.
  Additionally, once a termination date is entered for the employee, another pop-up will appear, stating:
  Your Poppins Payroll account is still active. You can close your account under Settings/Cancel Account or you can add your next employee on this page. Thanks.

  
  As the account was not closed by **** in early 2024, Poppins Payroll closed the account on 10/29/2024 due to inactivity, and all monthly subscription fees stopped at the time of this auto-closure.
  

  
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22940332
  
  I am rejecting this response because I firmly believe I terminated my account in early 2024. However, when I noticed I was still being charged in October, I logged into my account on 10/27/24 to investigate. At that time, my account status indicated it was already terminated, yet I was still being billed, and there was no apparent way to stop the charges
  .
  To resolve this issue, I submitted an inquiry through their website but never received a response. If my account was officially closed on 10/29/24, why did it already display a terminated status prior to that date?
  Additionally, regardless of when the account was officially terminated, there should be some form of confirmationsuch as an email or external documentationverifying the closure. This is standard practice across most web applications, yet I received no such notification.
  
  I request clarification on these inconsistencies and a resolution regarding the unauthorized charges.
   
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/20/2025

  Thank you for your response.

  
  The account was not closed by the client in early 2024. We closed it on our end due to inactivity on 10/26, at which point the monthly subscription fee for Poppins was discontinued.

  
  Our records show no communication indicating that the client intended to close the account. Additionally, there is no indication in our system that the client attempted to close the account.

  
  As outlined in the terms and conditions, Poppins charges a monthly fee, which is paid in advance on or around the first of each month. This fee is non-refundable if termination occurs after the first day of the month.

  
  To stop the monthly fee, the client must close the account through our website. Since we have no record of such an attempt, the account remained active, and the charges from the previous period remain applicable. As long as the Poppins account remains active, we are required to continue filing the necessary reports with the tax agencies. This reporting is mandatory, regardless of the amount of payroll paid, as long as the employer account remains open. Without these filings, penalties may be assessed. Since the account remained active, we have continued to submit the appropriate filings on the clients behalf.

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service 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.

  The company PoppinsPayroll engages in deceptive business practices by withholding require tax documentation until you pay a ******.Their website clearly states within the federal taxes section that they will provide yearly tax documentation for filing purposes (inclusive of w2,w3, and schedule H). There is no mention of additional charges. As tax season approached, I reached out to PoppinsPayroll to request these files, as I did not see them auto populate in my account.They followed up and said for them to provide this paperwork, I would have to pay $199. I feel as if this is a deceptive business practice to withhold the needed tax paperwork for additional pay, even though I already paid $50 per month for their services.

  

  Business Response

  Date: 02/13/2025

  The client closed their account on 3/29/2024. On April 1st, 2024, Poppins emailed the client to inform them that they had gross wages exceeding $1,000 in 2024 and had not elected for Poppins Payroll to file any further tax filings or prepare the year-end documents for 2024. The client responded on the same day, stating, "I have a CPA handling my year-end taxes, so I will include this need in that prep service."

  In the *** section of our website and on the cancellation page, we specify that if a client is no longer an active client paying the $49 monthly fee, there is an additional fee for preparing the year-end documents. Clients can choose for us to prepare the year-end documents when they cancel their account for an additional fee.

  
  When a client chooses to cancel with Poppins Payroll, it is clearly stated in our cancellation process that the employer must either select the option to have Poppins Payroll complete any further filings and prepare the year-end documents. If the client does not elect this option, they are agreeing to the statement below:

  
  On our cancellation page, when a client is closing their account, we state: "There are year-end tax forms and payments that you are required to make. Poppins Payroll takes care of the annual tax package free of charge for clients who pay for the remainder of the year. In lieu of staying with us for the remainder of the calendar year, we can prepare the year-end tax package for a fee of $110. By selecting 'Yes,' you agree to allow Poppins Payroll to withdraw the $110 fee and any payments owed by you to tax authorities related to your year-end filing obligations for the year in which your Termination Date falls. You can expect these documents to begin arriving in late January of the calendar year after the year in which your Termination Date falls."

  
  Because the client canceled their account on 3/29/2024 and did not accept the option for Poppins to complete the year-end filings, per the terms outlined on our cancellation page and in our ***, there is now a fee to complete this work. After cancellation, they were no longer being charged the monthly fee for our services as of March.

  
  

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22922816
  
  I am rejecting this response because:
  
  The messaging on the poppins website contradicts their claims.  It clearly states they will provide the documentation and has no caveats.
  

  Also, I am paying a CPA to file my taxes for me. Not to prepare w2 and schedule H tax documentation that a payroll provider agreed to provide to me. They keep bringing up the fact that Im using a CPA but it has no relevance in this matter.
  

  I was under the impression Poppins was offering to file these documents for me to the *** for an additional fee which is why I declined. I never once assumed they would refuse to provide the paperwork unless I paid. My beliefs were further reinforced when I logged into their website and saw the messaging that Poppins Payroll will provide you with a completed Schedule H that you must file with your individual tax returns, typically a Form
  1040.

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

  

  Business Response

  Date: 02/20/2025

  Thank you for your response.

  
  In accordance with our policy, we provide year-end documents such as the W2, W3, and Schedule H to clients who are actively paying our monthly fee. When an account is closed, we offer the option to complete these year-end documents for a fee, as the monthly subscription no longer covers this service.

  
  As a one-time courtesy, we will prepare the year-end documents (W2, W3, and Schedule H) for you at no charge. You will receive a separate email once these documents are completed. Please allow 2-3 weeks for processing.
  

  
  

  Customer Answer

  Date: 02/22/2025

   
  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:04/17/2023

  Type:Billing 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.

  My wife and I used Poppins Payroll between September 2020 through January 2022 to provide payroll services for our nanny so she could care for our daughter. We were satisfied with the services until it came to close the account. I called Poppins on September 20th of 2021 to wind down our account as we decided to move our child to a childcare center. Poppins told us that they would handle the final tax filings for the year and close the tax accounts we had to open with the **************** to employ our nanny. They assured us they would let us know if there was anything else we needed to do to shut down our accounts. After that, we didnt hear anything back until February 22nd 2023 when we got a letter from the ******* ********** of ***** stating that we were delinquent in filing our tax reports associated with the account we had to open to employ our nanny. I emailed Poppins and they assured me that they contacted *** to close the account over a year ago, and that they would contact *** to correct the matter. Then on April 17th of 2023, I received another letter from *** saying that I owed them $3,276.60 for our delinquent account. *** tried calling *** directly, but *** been unable to reach a person to help me close the account, and I dont have the login credential to login to the *** site to try to close the account online. I want Poppins to actually close the account and resolve the $3,276.60 fee *** has levied against me.

  

  Business Response

  Date: 04/20/2023

  Hello *****! Were so sorry that the ******* ********** of ***** (****) failed to process your account closure and incorrectly stated you had amounts owing. We did submit the appropriate paperwork to close the **** account for you over a year ago. Usually, submitting the paperwork is all that is required, however, **** did not process the paperwork to close the account. 
  
  As soon as you made us aware of ****s failure, we contacted them again and resubmitted your closure form. They have since closed your account and acknowledged that you do not owe any amounts. We do not believe there is any outstanding work that remains to be completed in wrapping up your account closure. 
  
  Please let us know if there is anything else we can do to help.   Thank you!
  
  

  Customer Answer

  Date: 04/21/2023

   
  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,
  
  *******************