Complaints

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

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• Headquarters Location

  

  UKG, Inc.

  Weston, FL 33326-3215

  
• 

  UKG, Inc

  Atlanta, GA 30339

• 

  UKG, Inc

  11700 Great Oaks Way Alpharetta, GA 30022

• 

  UKG, Inc.

  2250 N Commerce Pkwy Weston, FL 33326-3233

  
• 

  UKG, Inc

  900 Chelmsford St Lowell, MA 01851

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:08/12/2026

  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.

  They continue to invoice us for equipment rental fees when the equipment was returned via REMOVEDand they have proof of this being returned on March 2, 2026. I have emailed and emailed and keep being told from our former representative that 'A credit has been submitted and is awaiting approval.' I don't know what else to do but file fraudulent billing charges against the company.

  

  Business Response

  Date: 08/17/2026

  Thank you for reaching out and bringing your concerns to our attention.

  To help us better understand your concerns and identify the appropriate team to assist, please contact us at REMOVEDwith the name of the UKG product or service associated with your account, along with the email address or contact information for the representative you have been communicating with.

  We appreciate your patience and the opportunity to review this matter further.

  Customer Answer

  Date: 08/17/2026

   
  Complaint: 25155303
  
  I am rejecting this response because:

  They have our customer number and I am now attaching invoices.  I wasn't able to attach them in the first complaint. They also have my email.  REMOVEDis my account rep. 

  Sincerely,
  
  REMOVEDRoyal

  

  Business Response

  Date: 08/24/2026

  Thank you for reaching out regarding your billing concerns. We have reviewed the matter with the appropriate team and can confirm that billing related to the equipment has been discontinued. We are currently working to ensure the appropriate credit is issued to your account. We appreciate your understanding. 

  Customer Answer

  Date: 09/01/2026

   
  Complaint: 25155303
  
  I am rejecting this response because: How long can it possibly take to credit the invoices?  I reject this also in order to have a little more time to see if they send a September invoice.  I've been told for MONTHS that they "are working on it."  I need the invoices credited and our account cleared up sooner than later.
  
  Sincerely,
  
  REMOVEDRoyal

• Initial Complaint

  Date:07/14/2026

  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.

  UKG REMOVEDservices was deducting garnishment payments from my Paychecks and failing to send the money to the creditor. I didn't discover this until April of 2025 when I noticed my balance was increasing not decreasing. Starting Aug of 2023 UKG sent the checks to their own address in REMOVEDuntil Oct of 2023. Then in November of 2023 they stopped sending checks completely. I notified my HR REMOVEDand UKG immediately and UKG refused to acknowledge that they had done anything wrong and released the checks all at once in May of 2025. Most of these checks bounced because they were too old. UKG then argued for months before attempting to reissue new checks. Some of the reissued checks were also returned by the creditor for inaccuracies. Also since they were failing to send the payments they were deducting from my pay they continued to receive garnishment documents and never adjusted the balance which resulted in me being over garnished by five thousand dollars. On top of that they duplicated garnishments so it appears in their system as 4 instead of 2. After months of ineffective email conversations, I contacted the REMOVEDof Labor. They reviewed ALL of the documents and emails and issued a $500 fine and a citation to reimburse me $4866 which doesn't include the 21 months of interest I accrued while UKG was failing to send the payments deducted from my pay. $2146.30 in interest was accrued and hundreds of dollars for filing fees when they were deducting money for a bill that would have been paid in full Feb of 2024 if they would have been sending the money in the first place. I have still not been reimbursed and emailed them again yesterday and I received another ridiculous response that makes no sense. REMOVEDand REMOVEDresponded in their usual fashion today. Since I have started making these payments myself I have decreased the amount owed more in 10 months than UKG did in 4 years. However I am paying this debt for a second time now. I want MY money.

  

  Business Response

  Date: 07/20/2026

  Hi REMOVED,

  Thank you for reaching out and bringing your concerns to our attention. Your request is currently under review. We appreciate your patience as this review is ongoing.

  Customer Answer

  Date: 07/20/2026

   
  Complaint: 25049611

  
  I am rejecting this response because:
  I received an email from REMOVEDat UKG today stating UKG intends to issue a check for the stolen garnishment funds but is requesting I complete a W-9 tax form before the check is issued. I will not complete a W-9 for 2 reasons. First I have already paid taxes on this money and claimed it as income in 2023 and 2024 when it was taken. Also I am not an independent contractor and have performed no services for UKG.  UKG can claim it as a deduction on their own taxes but I will not claim this as income for a second time. 
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 07/20/2026

  Attached email from UKG 

  Customer Answer

  Date: 07/22/2026

  UKG has again contacted me by private email, insisting I provide them with a completed W9 income tax form. I have made it clear that the money they owe me has already been taxed and I will not claim it as income a second time. They are attempting to convince me that a W9 will not result in any tax liability, which is completely false. 

  

  Business Response

  Date: 07/31/2026

  Thank you for your continued patience. 
  Our team has been in communication with you regarding your concerns and remains engaged in addressing this matter through the appropriate channels. At this time, we have no additional information to share publicly. 
  We appreciate your understanding. 

  Customer Answer

  Date: 07/31/2026

   
  Complaint: 25049611
  
  I am rejecting this response because:
  The offer received by UKG via email was very inappropriate. UKG seems to be more concerned with their public image than taking accountability for their errors.  I will not sign a document requiring me to pay taxes on reimbursement of converted funds and restrict me from speaking about the issue publicly. 

  
  Sincerely,
  
  REMOVED

  Customer Answer

  Date: 08/03/2026

  Can you please provide me with any information the business provided BBB to justify closing this unresolved complaint?  It appears this complaint was closed only because UKG does not want the public to know what they have done as they only agreed to refund my stolen money if I signed a NDA and completed a W9 to hide the reimbursement. 

• Initial Complaint

  Date:04/02/2026

  Type:Customer Service 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 am stuck in a Catch-22 in which my HR, and UKG both tell me they are unable to change my status of Beneficiary, which make's no sense as this is a UKG controlled portal. I have uploaded the legal copy of my Decree - and I want the Beneficiary designation to be REMOVEDMarie REMOVEDplease help me.REMOVEDM REMOVED

  

  Business Response

  Date: 04/08/2026

  Hi REMOVED,

  Thank you for reaching out to UKG. We apologize for any inconvenience.
  You may use the attached QR code to access chat support, where a representative can assist you.
  For additional assistance, please contact the Factory REMOVED
  
  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 04/20/2026

   
  Complaint: 24709885
  
  I am rejecting this response because:

  I have already used UKG chat support, and it said I have talked to a live agent, which I have done twice, and both agents said they did not know how to adjust the setting in their own portal, so I could change my selection of beneficiary. Im stuck, plus I find it absolutely preposterous, as it is their own portal. They collect a fee for services, and this gives me agency to formally request service to the account, on their managed software.  Does this make sense? Its Business 101. I pay, they tender service.  Simple.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 04/24/2026

  Hi REMOVED,

  Thank you for your patience. Our REMOVEDCenter coordinator attempted to contact you on four occasions without success and left voicemails that included the REMOVEDBenefits REMOVEDcontact number.
  Additionally, we reached out via email to inform you of these attempts and to offer further assistance, including a request to return our call or provide an updated phone number.

  For assistance with your request, please return the call using the number provided in the voicemail, or contact the Factory Motor Parts REMOVEDCenter at REMOVED. You may also use the previously attached QR code to access chat support, where a representative can assist you.

  We remain available to assist once we are able to connect with you.

• Initial Complaint

  Date:02/17/2026

  Type:Order 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 signed a contract with UKG for payroll and HR services and paid over $5,000 in implementation fees. It has now been nearly a month since the agreement was executed, and UKG has not meaningfully begun the implementation process. Despite submitting all requested documentation, completing extensive onboarding forms, and attending multiple meetings to explain my companys structure and needs, the project has not moved forward.The assigned representative has repeatedly delayed meetings and recently admitted that she does not have the time availability to commit to my project. However, instead of acknowledging internal staffing limitations, the delays have been misrepresented as process-related or attributed to me. I have complied with every requirement and provided all requested information in a timely manner.Additionally, UKG included an inaccurate minimum employee count in the contract. During the quoting process, I clearly provided that my minimum employee count was 80. However, the contract reflects a minimum of 120 employees. This was never properly explained, nor was I informed that I would be financially responsible for paying for a 120-employee minimum even if my workforce does not meet that number. This discrepancy appears to have been inserted to increase the contract value and charges.I have relied on UKGs representations in good faith. Based on their implementation timeline, I submitted cancellation notice to my prior payroll provider and notified my employees of the transition. UKGs lack of staffing and failure to begin implementation has placed my business in an operationally vulnerable position.UKG charged a substantial implementation fee while failing to allocate adequate personnel or time availability to begin the project within a reasonable timeframe. The company continues to delay progress while misrepresenting the cause of the delays. Furthermore, the contract contains an inaccurate minimum employee count that does.

  

  Business Response

  Date: 02/26/2026

  Hi REMOVED, 

  Thank you for bringing this matter to our attention. A member of our implementation team has been in ongoing communication with you and has addressed your most recent concerns.

   

  Customer Answer

  Date: 02/26/2026

   
  Complaint: 24535006
  I am rejecting the business response: 
  First, the issue regarding the alleged minimum employee requirement was never clearly disclosed to me. At no point did I state that I had 120 employees. My organization currently operates with approximately 70 to 80 employees. Introducing a 120-employee minimum at this stage represents a significant discrepancy and materially changes the financial structure of the agreement. This feels like a misrepresentation of the terms that were originally discussed.
  Additionally, I have been emailing the sales team since last week requesting clarification on this matter, and I have not received any response. The lack of communication is concerning and does not reflect a collaborative or transparent partnership approach.
  I want to be clear that I am willing to work with UKG and move forward in good faith as partners. However, the minimum employee requirement must accurately reflect the actual size of my organization. The difference between 7080 employees and a 120-employee minimum is substantial and directly impacts pricing and contractual obligations.
  I believe this issue can and should be resolved promptly through clear communication and a correction of the employee minimum to align with the true size of my workforce.
  I look forward to receiving a revised proposal that reflects accurate information and addresses these outstanding concerns.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 03/06/2026

  Were sorry to hear that youve had an unsatisfactory experience. We take all customer concerns seriously and carefully review each situation.

  As previously communicated, UKG has terminated your agreement, and you have no further obligations under that contract. Following a thorough review of your account, our records reflect that UKG did not receive any payments from you. UKG has not undertaken any adverse third-party reporting related to this matter.
  We wish you the best moving forward.

  Customer Answer

  Date: 03/06/2026

   
  Complaint: 24535006
  
  I am rejecting this response because:

  Thank you for the opportunity to respond to the businesss latest statement regarding my complaint. After reviewing UKGs explanation, I must respectfully inform the BBB that the matter remains unresolved and the response provided by UKG does not address the core issues raised in my complaint.

  
  UKG now states that the agreement was terminated because certain customer due diligence items remained incomplete. However, this explanation directly contradicts the events that occurred during the onboarding process.

  
  The day before the cancellation was issued, I spent over an hour on the phone with a UKG representative actively providing payroll information and documentation from my previous payroll provider (REMOVED) as part of the implementation process. During that call, the representative confirmed that the information had been received and did not indicate that there were any unresolved due diligence issues or that the project could not move forward.

  
  At no point during the onboarding process was I provided with a clear written notice identifying any specific outstanding compliance requirements, nor was I given a reasonable opportunity to cure any alleged deficiencies before UKG unilaterally terminated the REMOVEDAgreement and associated order forms.
  This lack of transparency is extremely concerning because I had already relied on UKGs representations that the implementation process was underway.

  
  Based on the executed agreement and communications with UKG, I took several operational steps to transition my organization to their platform, including:
  Cancelling the payroll provider previously servicing my company.
  Spending many hours gathering and submitting extensive documentation requested during onboarding.
  Participating in multiple onboarding meetings with UKG staff.
  Coordinating internally with my organization regarding the transition.
  Informing employees that payroll would soon be processed through UKG.
  

  The abrupt cancellation of the agreement without clear explanation created significant operational disruption for my organization, especially after I had already taken steps to move away from my prior payroll system.

  
  What is particularly concerning is the sequence of events leading up to the cancellation.

  
  Prior to the termination, I had raised concerns regarding delays, staffing limitations, and inaccurate information contained in the contract (including the incorrect minimum employee count). Shortly after raising these concerns and requesting clarification regarding the onboarding process, UKG abruptly terminated the agreement citing unspecified due diligence requirements.

  
  Because no specific compliance deficiencies were ever identified to me, and because I had been actively cooperating in the onboarding process, the sudden termination raises serious concerns regarding whether the cancellation may have been retaliatory in nature following my prior complaints about the handling of my implementation project.
  Additionally, I became aware that UKG communicated with a third-party 401(k) provider stating that my company would not be moving forward with UKG services. This communication occurred without my authorization or prior notification.

  
  The 401(k) provider subsequently sent my organization a confirmation email documenting that UKG had communicated this information to them. I did not grant UKG permission to disclose information regarding my companys internal contractual matters or business decisions to third parties. This disclosure raises significant concerns regarding the handling of my companys confidential business information.

  
  In summary, my complaint involves several serious issues:
  UKG charging a significant implementation fee while failing to meaningfully begin the implementation process.
  Repeated delays and lack of available personnel to complete onboarding.
  Failure to identify or communicate specific due diligence deficiencies prior to termination.
  Abrupt cancellation of the agreement after I had already relied on UKGs representations and taken operational steps to transition payroll providers.
  Concerns that the cancellation occurred shortly after I raised complaints regarding delays and contract discrepancies.
  Unauthorized communication with a third-party 401(k) provider regarding my companys relationship with UKG.

  
  UKGs response to the BBB does not address these concerns in a meaningful way, nor does it explain why I was never provided with a formal notice outlining the alleged compliance deficiencies or given the opportunity to resolve them prior to termination.

  
  I remain willing to resolve this matter professionally. However, I respectfully request that UKG provide:
  - A clear written explanation identifying the specific due diligence requirements they claim were not satisfied.
  - Documentation showing when those requirements were communicated to my organization and when I was provided an opportunity to address them.
  - An explanation regarding the communication made to the third-party 401(k) provider and confirmation that my companys information will not be disclosed without authorization in

  
  I appreciate the BBBs assistance in facilitating this communication and hope that UKG will provide a transparent explanation so that this matter can be resolved.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:02/10/2026

  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.

  Requested money from my Ukg wallet, $15 to be exact & it never came. Nothing but discrimination, no customer service help, just beating up on the autistic person.

  

  Business Response

  Date: 02/16/2026

  Hi Ranoldo, thank you for contacting us. Please reach out to your organization's HR Administrator for assistance with your UKG Wallet refund.

• Initial Complaint

  Date:02/06/2026

  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.

  W-2 alter from actual pdf file on ugk pro for 5 years

  

  Business Response

  Date: 02/16/2026

  Hi REMOVED, thank you for contacting us. Please contact your companys HR department to make any requested adjustments. We appreciate your understanding.

• Initial Complaint

  Date:01/15/2026

  Type:Service or Repair 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 benefits REMOVEDalgae misinformation on two calls regarding FSA Dependent Benefits. We were told that the funds of $7,500 was front loaded. This is the reason we chose the benefit only. When we call again to carrier they let us know this was incorrect. REMOVEDdid not take responsibility for their mistake and lied about the calls.

  

  Business Response

  Date: 01/28/2026

  Hi REMOVED, thank you for reaching out to us. It was brought to our attention that this issue was resolved by our internal team at UKG. Please let us know if you have any questions.

• Initial Complaint

  Date:12/19/2025

  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.

  12/19/2025, UKG disabled my UKG wallet. All of a sudden my funds I could not receive. I work daily and never miss. I keep calling and every day I get a different answer. They say they disabled my card due to I owe REMOVED. How do you owe when you work everyday and it goes by your work hours recorded by your employer. I think this is a fraudulent to do this especially during the Holidays.

  

  Business Response

  Date: 12/22/2025

  Hi REMOVED, thank you for reaching out to UKG. 
  Please contact your companys HR department to open a support case for your UKG Wallet account. We apologize for any delay and inconvenience this may cause. 

• Initial Complaint

  Date:11/19/2025

  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 use UKG for my direct deposits . I have not been receiving my accurate payments or my daily pay. I work 12 hour shifts in each time when its time for me to get paid. There has been an ongoing problem that have had to be fixed. I aI work 12 hour shifts in each time when its time for me to get paid. There has been an ongoing problem that have had to be REMOVEDa single mother. They rely on the pay to feed my children.

  

  Business Response

  Date: 11/20/2025

  Hi REMOVED, thank you for bringing this to our attention. Please contact your companys HR department to discuss the accuracy of your paycheck and any delayed payments.

  Customer Answer

  Date: 11/20/2025

   
  Complaint: 24167838
  
  I am rejecting this response because: REMOVEDsaid it is a technical issue from UKG. I also uploaded the service request code that I was given in my account is still not fixed. Thank you.
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 11/24/2025

  Hi REMOVED, thank you for following up. Can you please provide us the name of your employer?

• Initial Complaint

  Date:10/23/2025

  Type:Customer Service 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.

  They wont allow me to verify my information concerning my address. They keep saying my address doesnt match public records when my address is on my drivers license registration. And they keep lying to me and asking me to wait 24 hours for the system to clear. I have funds on their account that I cant access because they wont allow me to get the card. And they are being unrealistic and uncooperative. My address is correct and its the same address that my employer uses and on my Drivers License registration. Please can yall contact them and do an investigation. And make them repair or unlock where I can get a card.

  

  Business Response

  Date: 10/31/2025

  Apologies for any inconvenience! Please reach out to the HR admin at your company to open a support case. From there, a member of our support team can investigate this for you immediately. Thank you!