Complaints
Customer Complaints Summary
- 168 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/31/2025
Type: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 used surepayroll beginning in 2017 to process payroll for my nanny. We ended our employment with our nanny in January 2024. I checked my account at the time to see if I had any recurring fees and there was no obvious fee structure, so I assumed payment to sure payroll was part of the biweekly checks to the nanny. In July 2025 I noticed a monthly charge of $72.92 on my bank statement listed a "online payroll." It took 45 minutes but I was finally able to associate it with surepayroll and then another 20min to find the recurring fee structure on the sure payroll website on my account profile. It's clearly buried and the bank transaction ("online payroll") is so vague as to be intentional to induce situations like mine. It's a predatory practice. I'd like a refund from sure payroll but they don't even have a monitored customer service email.
Business Response
Date: 07/25/2025
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 work with you on finding a solution. Once
again, please accept our apologies.Initial Complaint
Date:07/31/2025
Type: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 had begun to fill out an application to use PayChex as the payroll company for my small business in 2024. I did not finish filling out that application and never used their services. PayChex proceeded to begin withdrawing monthly payments from February of 2024 through July of 2025. This was an unauthorized withdrawal of money from my bank account. I contacted the company once I became aware of the monthly withdrawals. They acknowledged that the application had never been completed so this should never have happened. I contacted the company on July 10th of 2025. Since then, I have called numerous times and have received no refund of that money back into my account. I have been told that the refund was released for approval, I've been told that the bank had rejected the refund, I've been told that the refund is still waiting to be processed. I do not believe that any of these things have happened and I am not getting anywhere when I call to have this fixed.Business Response
Date: 07/30/2025
Thank you for contacting SurePayroll By Paychex 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.
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