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Business Profile

Computer Software Developers

UKG, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 13 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/14/2025

    Type:Billing Issues
    Status:
    Answered
    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.

     
    Complaint: 23469601

    I am rejecting this response because:

     

    This reply takes no accountability. Very standard and not applicable. UKG manages the wallet directly with communication to fraud and risk-***************** as well as ********************************

    Sincerely,

    Won Hong

    Business Response

    Date: 06/18/2025

    Thank you for reaching out and sharing your experience.  

    We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records.

    For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed.

    We truly appreciate your feedback.

    Business Response

    Date: 06/30/2025

    Thank you for your feedback. We want to ensure that this matter is resolved as quickly as possible. We strongly encourage you to reach out to your HR department, who can escalate the issue through our internal success team.

  • Initial Complaint

    Date:06/10/2025

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

    ****** ******

    Business Response

    Date: 06/30/2025

    Hi ******, 

    The UKG team has been in contact with ******* Heart-***** at ************ and he informed us that he will be reaching out to you directly to help move this forward. We see that the W2C was issued and is on your profile.

  • Initial Complaint

    Date:03/28/2025

    Type:Customer Service Issues
    Status:
    Answered
    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 am a substitute teacher contracted with ********************* in **********. UKG is our provider of timecard and payroll services. The timecard is unable to be filled out. The app does not work. There is NO support available despite having a support page. Swing Education is not able to provide support for UKG either. I sent in a direct deposit form months ago which is still pending some kind of verification that UKG has not completed. My paycheck will then be sent out my mail to my previous address in another state, if I can even ever get a paycheck. I have spoken to other subs and we are all going through this. I believe that Swing and UKG have made a business decision to intentionally obfuscate the pay process so that we will accept less than our full paychecks. I am also reporting to the *******************.

    Business Response

    Date: 04/11/2025

    Thank you for reaching out and sharing your experience.  

    We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records for our customers.  

    For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 

    We truly appreciate your feedback.

  • Initial Complaint

    Date:11/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 got the UKG PAY ACTIVE CARD back in May/June of this year.. This card offered not only a direct deposit option but a DailyPay option as well. It didnt take long for them to take the money but NOT apply it to your bills! I was paying my bills but they were not! Then holding onto the money for weeks at a time! Then when I started to catch on? Then I started to find out not only were they not paying the money I was seeing disappearing from my account, but then they were also taking several hundred dollars off the top of my check as well! By the time I started doing the math? Well, Im reporting this! I WILL get my money back! Believe that! They messed with the wrong one! They can either give me all the money they took PLUS interest or Ill file against them not only in court but on their license to operate!

    Business Response

    Date: 04/14/2025

    Thank you for reaching out and sharing your experience.  

    We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 

    For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 

    We truly appreciate your feedback.  

  • Initial Complaint

    Date:11/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Ive used UKG Wallet for the last 2 years and yesterday morning, my account was blocked due to suspicious activity which ended up just being a refund from a merchant that was processed. However because this refund seemed suspicious, the UKG back office team decided it was a level of suspicion high enough to block my account until they decide to give me a call. Its been 24 hours, and they were adamant on this being a 24 hour process. I have rent to pay. My phones are now disconnected because my money is being withheld from me in my UKG wallet account. I have my entire paycheck there. I called again and was told no, that it would be ***** Hours. Again, they were adamant on this taking up to 48 hours, just as much as when they were sure that it was 24 ******** workplace and clients need to call me. My family needs their phones. My rent needs to be paid and every day its late, Im charged $50. Will UKG be paying me for the late fees associated with this inconvenience? Please unblock my card or contact me like your company said it would and follow through on your already atrocious policies.

    Business Response

    Date: 04/14/2025

    Thank you for sharing your feedback regarding our mobile app. 

    As a technology provider, we work directly with employers to deliver workforce solutions. Because each organization configures the app based on their specific policies and settings, we recommend reaching out to your employers HR or payroll team. They can help troubleshoot or contact our support team on your behalf, if needed. 

    We appreciate you taking the time to share your experience. 

  • Initial Complaint

    Date:09/05/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
     
    Complaint: 22245080

    I am rejecting this response because:  I followed the normal process when addressing this situation.  Not only did I talk with my initial representative, his manager, accounting, accounting manager and that is as far as those individuals would go.  I was never given direct supervisors names or contact information, but I was assured that they would be contacted and my "concerns" relayed to them.  I would attach emails but it seems that the BBB will only give me 30 minutes to gather this information, I have filed it away since it has taken you over 6 months to address this complaint and it would take longer than 30 minutes to get it together. 

    Sincerely,

    ***** *****

    Business Response

    Date: 04/14/2025

    Thank you for sharing your experience. We acknowledge your feedback and appreciate you taking the time to bring it to our attention. 

    To ensure this is addressed as efficiently as possible, we encourage you to reach out directly to your representative or customer success manager. They are best positioned to assist you and can work with the appropriate internal teams to address your concerns. 

    If you're unsure who to contact, we're happy to help get you connected. Please reach out to us at *********************************************************. 

    We appreciate your partnership and the opportunity to support your organization. 

    Business Response

    Date: 04/24/2025

    Thank you for your response, *****. 

    We understand that our team worked to fulfill your request and while the matter was reviewed internally, it sounds like the outcome may not have aligned with your expectations. If you require additional support, please reach out directly to us at ********************************** We appreciate you taking the time to share your perspective and for engaging in this process.

    Customer Answer

    Date: 04/24/2025

     
    Complaint: 22245080

    I am rejecting this response because: I tried all of the avenues to get resolution you suggested.  But your salesman lied to me, I have emails that explain this and you still refuse to acknowledge that UKG was in the wrong and it cost a significant amount of money for absolutely nothing.  You should be ashamed of your business practices.  I am fully aware that you/UKG will in no way take ownership for the false promises that your salesman **** **** provided.  I will continue to provide feedback if people ask me about my dealings with UKG.  SHAME ON YOU

    Sincerely,

    ***** *****

    Business Response

    Date: 04/29/2025

    There is no merit to Ms. ******* complaint and no outstanding issues for UKG to address. Ms. ****** on behalf of her company ****************** requested an early termination of its contract with UKG, which we allowed. Ms. ***** also requested documentation of this business resolution and we provided the same based on available information.

    Business Response

    Date: 04/30/2025

    There is no merit to Ms. ******* complaint and no outstanding issues for UKG to address. Ms. ****** on behalf of her company ****************** requested an early termination of its contract with UKG, which we allowed. Ms. ***** also requested documentation of this business resolution and we provided the same based on available information.

    Customer Answer

    Date: 04/30/2025

     
    Complaint: 22245080

    I am rejecting this response because: They won't take responsibility for their salesman. But I no longer want to address this as it very upsetting to me that a company like this can abuse their customers.  This person responding is getting on sided information and it's obvious that there will be no resolution.  I will now until they admit fault say shame on them for misleading sales tactics.

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:07/26/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
     
    Complaint: 22049614

    I am rejecting this response because: they have the ability to remove my personal information and refuse to. 

    Sincerely,

    ***** *******

    Business Response

    Date: 04/14/2025

    Thank you for reaching out and sharing your experience.  

    We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 

    For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 

    We truly appreciate your feedback.  

    Business Response

    Date: 04/25/2025

    Thank you for your response, *****. We understand that our team has reached out directly to address your concerns. If you require additional support, please reach out to us at *********************************************************. We appreciate you taking the time to share your perspective and for engaging in this process.

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    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,

    ***** *****

    Business Response

    Date: 04/14/2025

    Thank you for reaching out and sharing your experience.  

    We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 

    For privacy and security reasons, we encourage you to reach out directly to your employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 

    We truly appreciate your feedback.  

  • Initial Complaint

    Date:02/14/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Hi, I just wanted to know if this will be noted somewhere on their BBB page because apparently I'm not the only person who has had this issue with this company and then not even responding at all just gives me lots of questions.

    Customer Answer

    Date: 04/15/2025

    Complaint: 21291360

    I am rejecting this response because:

    I wrote my initial complaint in February 2024, and Im just getting a response in April 2025. Why even reply? Over a year is  beyond unacceptable for a business to reply. Ive since received my W2s, with no help from UKG at all. 

    Sincerely,

    *** *********

    Business Response

    Date: 04/15/2025

    Thank you for reaching out and sharing your experience.  

    We provide software solutions to employers, and while we support our customers in delivering a positive experience to their employees, we do not have direct access to individual records. 

    For privacy and security reasons, we encourage you to reach out directly to your former employer or HR/payroll department for further assistance, as they can best support you and/or work with our success team, if needed. 

    We truly appreciate your feedback.

    Business Response

    Date: 04/18/2025

    Thank you for your feedback. We understand your frustration with the delay and appreciate you taking the time to share your concerns.


    If you have any additional feedback or questions, youre welcome to reach out to us directly at *********************************************************.

  • Initial Complaint

    Date:01/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hi I have a UKG wallet app that constantly doesnt work daily access but never get to access daily why have it if its not daily keep trying to reach out about it I get nothing no answers nothing they have no communication whatsoever

    Business Response

    Date: 02/01/2024

    Hi ********,

     

    Thank you very much for bringing this to our attention. We would be happy to help **** sort out the troubles hes having with UKG Wallet. If he provided his contact information we would be happy to pass it along to the correct folks in UKG who are able to help him with this. Otherwise, would you please ask **** to call **************** so he may receive support? Please let me know if there is anything else we can do to support **** through this.

     

    Thank you,

     

    ************************* (she/her/hers) | Compliance Operations Manager | UKG  

UKG, Inc. is NOT a BBB Accredited Business.

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