229 Customer Reviews
Sort By
- Date
- Highest Rating
- Lowest Rating
Review from Bianca T
1 star04/09/2024
I do not recommend this organization. Their system is easy to use, but very limited in features and also requires a great knowledge of HR and payroll. God help you if you need any assistance with any sort of technical or billing problem. I canceled my account and switched to ADP. I had a deposit on my account that then took months to get back. Additionally, they did not file our W-2s and they archived our account and somehow they can't seem to figure out how to reactivate it. We never once received an email or phone call to let us know of any issues - it was not until our staff started asking about their inability to access and failure to receive their W-2s that we realized there was a problem and WE reached out to THEM. It is now April and STILL none of our employees can access their past paystubs and we cannot access the employer page to pull the 2023 W-2s. They keep sending emails stating to call them, however on the phone they run us in circles and never resolve anything. At this point, I'm reporting them to every regulatory and watchdog organization that I can.
SurePayroll, Inc. Response
04/10/2024
Thank you for contacting SurePayroll via our BBB page. We apologize for the frustration you expressed in your comment. We have forwarded your concern to our Executive Resolution Team for a thorough review, and one of our team members will contact you to provide assistance. We apologize again for any inconvenience and appreciate the opportunity to work with you to resolve this issue.Review from Dr. Daniel L
4 stars01/31/2024
Excellent support staff. Efficient with solving problems and great customer serviceReview from Naila A
1 star01/12/2024
Very unprofessional attitude towards their clients. They said to us that we are not good fit for them and didnt even let us know about it. I would not recommend them at all.Review from Steven K
5 stars12/11/2023
I've been a SurePayroll customer for my small ********************** (< 10 employees usually) for 10 years now. Without fail, the Customer Support folks know what they are doing, quickly provide answers, and always - I mean always - follow through. Most calls are answered right away. Occasionally they need to get back to me, and they always do. Today I asked the support member, "Does SurePayroll know how fantastic you are?" She said she blushed! I'd rather spend time growing my business than doing payroll, but they have made it painless and cost-effective for years. (I only wish I jotted her name down!)Review from Lyle L
1 star11/03/2023
They make it impossible to cancel your account. The only page that doesnt work on the whole website is your subscription page. Cant get anyone else n the phone to cancel account. I have screenshots and time stamps on calls to prove it.What an absolute scam. I guess Im paying for payroll services for the rest of my lifeSurePayroll, Inc. Response
11/06/2023
Thank you for contacting SurePayroll by way of our BBB page. On behalf of the entire team, I apologize for the frustration expressed in your comment. I've forwarded your comment to the customer care specialists on our Executive Resolution Team. A team member will contact you to provide additional information. I'll also email you directly so you'll have my contact information. Again, apologies.Review from Joanne M
4 stars09/23/2023
5-stars for ****************** who helped me through process of closing down account (unfortunately the home healthcare givers are no longer needed). She patiently worked through concerns & arranged it so we'll have access until year-end forms come out. Other times staff was helpful in troubleshooting or resolving tax or payroll issues. 4 stars overall, only for occasional excessive waits getting through & that the account is inaccessable from overseas (couldn't do payroll when traveling, had to find someone & transfer access etc while gone).Review from Sara B
5 stars08/29/2023
****************** was extremely helpful when I called about an IRS letter I received! She not only identified the problem but quickly and efficiently came to a solution. And, then went a step further to make sure I received the required information through email before ending the call. ******* went above and beyond! She is the example of what ********************** should look like.Review from David C
5 stars07/28/2023
Account rep *************************** was very responsive in getting me a quote and getting set up. I'm looking forward to ********** payments without the hassle.Review from Brian D
5 stars07/17/2023
*********************************** was awesome! Started with Surepay with the belief that I was switching to a low cost low service payroll provider. Couldn't be further from the truth. *********** helped more than my full service payroll provider and the system is easy to use and navigate. I will be recommending Surepay and *********** to other business owners.Review from Nancy S
5 stars07/12/2023
The representative, ********, did an outstanding job getting my employee's phone number corrected in the system. ******** was the only representative that took ownership of the issue that had not been corrected. I began almost two years ago attempting to get my employee's information corrected in the SurePayroll system. I did everything that I was instructed to do each time I called and spoke with a representative. No correction was made so that my employee could view her paycheck.******** took the time to see the correction was made before ending the call yesterday. She deserves a raise. SurePayroll should commend an employee that does their job so well.
Customer Review Rating
3.92/5stars
Average of 229 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.