ComplaintsforCheckMark Inc
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Complaint Details
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Initial Complaint
07/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have been a client of CheckMark software for many years, using their payroll software. In May we renewed our Cloud Backup Payroll Annual Service agreement. Shortly after this, the service stopped working. I don't have the exact date, but it has been at around 8 weeks. At first they said their servers were down, but now I cannot get anyone to return my calls to their tech support department. I did speak with Jen in sales today, but she just gave me the run around. I am fearful that our employee information has been hacked (would include social security numbers). They have made no effort to let us know by letter, email, phone, etc. that they are having issues and when service will be restored. And they are not offering any credit for time service has been down. Payroll files are very sensitive and I don't want them falling into the wrong hands. The owners should be communicating with their customers. I have paid for priority support, but cannot get through to anyone.Business response
08/15/2022
Hello Clay,
We have taken care of the customer. An email was sent to customer explaining why our systems were down. They were given given three months of credit on their account. The customer is satisfied.
Thanks,
Sales Team at CheckMark, IncCustomer response
08/26/2022
Yes, I am satisfied. They finally were able to get their backup system in active mode. However just to be clear, we never received any correspondence when their system went down with an explanation. Some communication would have been better than none at all.
Thank you!
***** *********
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.