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Complaint Details
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Initial Complaint
04/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I used SurePayroll to pay my nanny. With each payroll, SurePayroll withdraws the employer and employee portion of the taxes and is supposed to remit these taxes to the appropriate state and federal agencies every quarter. Due to poor customer service, I cancelled my account with ********************** on Feb 25, 2024. From Jan 1, 2024 to Feb 25, 2024, there was a total of $2342 employer and employee taxes that were deducted from my checking account - ********************** is not remiting this money to the appropriate tax agencies and is not refunding me the money either so I can submit the taxes myself. I have contacted them numerous times and I cannot get a satisafacotry response. In essence, this company has stolen $2,342 from me and is refusing to return that money.
Business response
04/23/2024
Thank you for reaching out to SurePayroll through our BBB page. We are sorry for any inconvenience you may have experienced, and we appreciate the chance to address your concerns. I understand that a member of our Executive Resolution Team has reached out to you directly to provide an update on the resolution. Once again, please accept our apologies.
Customer response
04/24/2024
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
04/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Sure Payroll has debited $317.09 without authorization out of my account on 4/4/24. This is without authorization and I DO NOT OWE THEM ANY MONEY, in fact, I was told by ***************** at ************************ that I would be getting a refund from Sure Payroll.I simply can't believe this and the hours I am spending fixing Sure Payroll mistakes, including lying about filing W2/W3's. Please audit and review this business as well as ensuring I get a refund.Business response
04/10/2024
Thank you for following up regarding your case.I understand that a member of our Executive Resolution Team has reached out to you and issued a refund. We apologize again for any inconvenience.Initial Complaint
03/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I hired this company to do my payroll, I was told that they filed my W2/W3. They did not and this resulted in unnecessary hassle with the tax authorities. This company has provided incorrect information on several occasions. They need to be shut down, they are not a legitimate payroll company. SHUT THEM DOWN.Business response
04/05/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. I understand a member of our Executive Resolution Team has reached out to work with you directly on a solution.
Once again, please accept our apologies.Customer response
04/08/2024
Complaint: 21496458
I am rejecting this response because: Sure Payroll has taken $317 out of my business checking account. After, I was told that I would receive a credit for all charges,, they have processed this as a charge, Sure Payroll has charged my account for $317/ on 4/5. Really, this is truly incompetent and just another in the long line of inadequacies by Sure Payroll.I AM REJECTING THIS RESPONSE.
Sincerely,
***************************Business response
04/10/2024
Thank you for following up regarding your case.I understand that a member of our Executive Resolution Team has reached out to you and issued a refund. We apologize again for any inconvenience.Initial Complaint
03/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
We used Surepayroll for payroll and tax filing services. They provide a guarantee that they will file you taxes correctly. They filed my taxes late for 3 quarters in 2021. When I notified them, they were able to have two quarters of penalties abated. On the third penalty, I was told they were working with the *** as of 3/2/22. On 2/5/24 I received an *** notice that the 3rd penalty was still owed and that Surepayroll had not resolved it. On 2-16-24 I provided all of the history to Surepayroll and requested the reimburse this penalty. After hearing nothing, I called them on 3-26-24. After 4 minutes of "bear with me" from their agent, I was transferred to a voice mail account with no notice. I have an email from Surepayroll on 6-15-22 describing the error, telling me it was fixed and specifically "this was a Surepayroll error". Their guarantee is meaningless if they don't actually fix their errors and pay the penalties that they claim they will pay if that make a mistake. I have paid $1,941.15 in penalties because of their error and I want to be reimbursed for this amount.Business response
04/03/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. I understand a member of our Executive Resolution Team has contacted you and is working directly with you on a solution.
Once again, please accept our apologies.
Customer response
04/04/2024
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
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I began service with SurePayroll in 1/2023. In 8/2023 I closed my business. On 8/11/2023 I reached out to SurePayroll to reduce my services to reports only with no further payroll and my monthly fees were adjusted accordingly. On 12/18/23 I notified SurePayroll by phone of a tax notice received from the *********** advising my 3rd quarter reports had not been filed. I forwarded the notice by email as requested. I was initially advised the case would be reviewed in ***** business days. On 2/19/2024 I received notice that the AL forms were filed but no other action was taken in regards to the 3rd quarter reports or filings on the federal level. On 3/11/2024 I was advised by SurePayroll that I would receive the 3rd quarter reports in 4-6 weeks of 3/6/2024 (unsure of why the task was not created on 12/18/23 when first notice was made). A follow up call was made today in regards to my online access and I was advised that the reports would not be made available until ***** weeks from 3/6/2024. I received 1st, 2nd, and 4th quarter reports from SurePayroll. I have made multiple calls each month since receiving the initial notice. I have been promised reports, emails, phone calls and have received no responses. I have multiple "case numbers" created by SurePayroll but no action has been taken. I have requested to speak with a supervisor on multiple occasions, however, to date I have not been allowed the privilege of speaking with one nor have I been called back by one as promised. I have allowed ample time for this matter to be resolved. Funds are being held "in house" from monies withheld through the payroll process. Those funds should have been distributed to the appropriate agencies in a timely manner. For reference, I was a small business of only 3 employees.Business response
03/19/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. I understand a member of our Executive Resolution Team has contacted you and is working directly with you on a solution.
Once again, please accept our apologies.
Initial Complaint
03/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This payroll company has made it impossible for me to get my payroll information. I don't know if my W4 has been filed correctly and cannot get the information I need on my own. I have attempted multiple times to resolve this issue and keep getting the runaround. I am now facing penalties from the *** for not filing my employee's W2 forms. I have one simple request update the phone contact on the account I've been calling the company for months with no results and now I'm faced with penalties from the ***. which is no fault of my own. I'm tired of getting led nowhere and have decided to move forward more formally until my issue is resolved. Please don't use this company.Business response
03/15/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. Our customer service team has been unable to reach you using the contact information provided. Please contact customer service at ************** option 3, so we can assist in resolving your concern.
Once again, please accept our apologies.Initial Complaint
03/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I contracted surepayroll in Q1 of 2023 to handle payroll services through them for a nanny. They failed to pay $91.37 unemployment taxes to the state correctly, which I had paid towards them as part of their regular payroll processing. When I first discovered the issue, I got in contact with them and after countless phone calls and emails was reassured the matter was resolved. Today, 12 months after the initial transactions I noticed that surepayroll charged my account for $91.37. Again I call them. On the phone I am being told this is actually a refund. I tell them it came through as a charge on my account. They open the probably 10th case on their end around all of this. As I check the OH state website for my balance, as I am now concerned that the issue was never resolved I discover that not only did I pay them $91.37 in Q1 of 2023 and now another $91.37 in Q1 of 2024 (I have not processed any payroll through them since Q2 2023), I also have a delinquent balance with the ************* for $162 ($91.37 plus late fee and interest), as they did not forward either of the 2 payments they took from me to the state, which is the main point of their service. I call again and as usual there is nobody to talk to that can resolve anything. If I read other reports on here I wonder if this is their standard business practice? Curious to see if this inquiry will finally yield anything after 12 months of trying to resolve this, countless hours wasted on my end and $345 paid for something that should have cost $91.37, not even considering their monthly service fees yet.Business response
03/06/2024
Thank you for contacting SurePayroll through our BBB page. We understand that you have been in touch with our resolution team, and your concern has been resolved.We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This payroll company has made it impossible for me to get my payroll information. I don't know if my W4 has been filed correctly and cannot get the information I need on my own. I have attempted multiple times to resolve this issue and keep getting the runaround. I'm tired of getting lead nowhere and have decided to move forward more formally until my issue is resolved.Business response
02/27/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. Your comment has been forwarded to our Executive Resolution Team for investigation and resolution. A team member will reach out to you shortly to gather more information.
Once again, please accept our apologies.Initial Complaint
02/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have CALLED 5 times and SENT 2 emails regarding the issue of them NOT filing the 4th Qtr forms and taxes that Surepayroll was paid to do. There will now be penalties and late fees that they will need to pay for. I was told I would hear back within 48 hours, that the forms would be filed and taken care of. I have NEVER heard back regarding taking care of this issue and this still has not been taken care of. **** numbers #********, #********, #W1005772 and #W1010913Business response
02/22/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. Your comment has been forwarded to our Executive Resolution Team for investigation and resolution. A team member will reach out to you shortly to gather more information.
Once again, please accept our apologies.Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid Surepayroll monthly to administer and collect taxes, unemployment insurance, ******** etc from the paychecks of my nanny. I switched to a different company starting calendar year 2022.I have received notices from the ***************** that there are outstanding balances on my account that are accruing interest and penalties related to unemployment insurance contributions from 2021 that Surepayroll apparently did not pay to the ***********, despite collecting the money from me. I tried to contact the company to tell them to fix it and they are refusing to do so. I paid them for a service they have messed up and the state is coming after me. I had ************************ also contact me about tax delinquency issues that Surepayroll created and I already spent time getting them to fix that one.Business response
02/13/2024
Thank you for contacting SurePayroll through our BBB page. Ive forwarded your comment to our Executive Resolution Team for investigation and resolution.
A team member will reach out to you shortly to gather more information. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns.
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236 total complaints in the last 3 years.
62 complaints closed in the last 12 months.