Reviews
Customer Review Ratings
Average of 207 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromYolanda G
Date: 03/23/2025
1 starSurepayroll incorrectly filed my FUTA taxes for 3 years. It took two years for them to listen to me and fix it. They finally filed amendments at the end of last year. I am owed over $7,000 in over payments from the ***. They decided that because they paid the *** over $4,000 in 2023 when I only owed ****** that I had to pay them that amount. Even though it is incorrect. I refuse because it was their mistake and I have not been refunded anything so they have locked me out of my account. I cannot do ******************** I cannot get access to documents that my employees need such as W2 s and reports and Paystubs. It is criminal. They are a terrible company and do not care that I am a small service business that cannot afford to be out over $12,000 for a mistake they made. I would never recommend them to anyone.
SurePayroll
Date: 04/02/2025
We genuinely appreciate you taking the time to leave a review, and we're truly sorry to hear about the issues you've faced. Your feedback is important to us, and we want to assure you that your concerns have been passed on to our Executive Resolution Team. A member of our team will be reaching out to you shortly to better understand your situation. We sincerely apologize for any inconvenience this may have caused and are committed to making things right.Review fromTimothy W
Date: 03/06/2025
4 stars******* offers great value and excellent customer service. Is it as good as Gusto? No, but it's much cheaper. Every time I call on ***************** the staff is EXCELLENT. Very helpful, concerned, and friendly. It was ******* M today, but no matter who I speak to, they're great.SurePayroll
Date: 03/11/2025
Were glad to hear that ******* *. was helpful, thank you for taking the time to leave a review. Your opinion is valued greatly, and it helps us maintain an excellent standard of service for our customers.Review fromLori N
Date: 03/03/2025
1 starAVOID at all costs. This is a terrible company with extremely poor customer service. It's been a nightmare working with them when we used them to pay our nanny. WE've had an issue with the state since last june and every day interest and penalties continue to accrue and no one from surepayroll has been able to help us. every time we call they tell us they will call back and they NEVER call back.SurePayroll
Date: 04/02/2025
Thank you for taking the time to leave a review. We sincerely apologize for the issues you've experienced. Your concern has been escalated to our Executive Resolution Team, and a team member has reached out to gather more information. On behalf of the entire team, we apologize for any inconvenience this may have caused.Review fromKenny S
Date: 01/09/2025
1 starConstantly making tax mistakes. Blames our company but when we prove it's them all we get is an I'm sorry. No refunds for money they collected for not doing their job right. So much for their satisfaction guaranteeSurePayroll
Date: 01/16/2025
Thank you for your review and for bringing this matter to our attention. We are truly sorry to hear about the trouble you experienced. Your concern was escalated to our Executive Resolution Team for resolution, and a team member has reached out to provide an update on the status of the resolution. On behalf of the entire team, we apologize for the inconvenience.SurePayroll
Date: 01/20/2025
Thank you for your review and for bringing this matter to our attention. We are truly sorry to hear about the trouble you experienced. Your concern was escalated to our Executive Resolution Team for resolution, and a team member has reached out to provide an update on the status of the resolution. On behalf of the entire team, we apologize for the inconvenience.Review fromKarine P
Date: 12/31/2024
2 starsNot very happy with this company right now! Whenever I call in, their employees place me on a brief hold and then proceed to hang up on me. They dont call me back, which I think is extremely unprofessional. You would think the worker would call you back when this happens, but now Im beginning to wonder if theyre doing it just because they dont know the answer to my question and want me to call in and get someone else. This has happened several times, with no apology or explanation whatsoever from the company. In fact, I am on hold right now because the *** hung up on me, I have been on hold for an hour! I have tried to call in several times this week and been on hold for a very long time, so I just give up. Im about ready to try a new company for my direct deposits for my employees paychecks. Also, they seem to never be open/able to process payroll due to bank holidays and so I always have to send my direct deposits extremely early, which sometimes messes up my payroll. Lastly, if you type the wrong number in accidentally from someones bank account it is at least a two-week ordeal to get your money back, and in the meantime you have to come up with twice that amount to pay your employee while they figure out where the money went. Their overall experience in using the app/website has been super confusing as well. Not great. Looking at the reviews here seems like Im not the only unhappy customer. Get it together guys!SurePayroll
Date: 01/08/2025
Thank you for reaching out to SurePayroll through our BBB page. On behalf of the entire team, I apologize for the difficulties you experienced when contacting us. Your concern was escalated to our Executive Resolution Team, and I understand they have reached out to you directly to address the challenges you faced. Again, we sincerely apologize for the inconvenience.Review fromBond H
Date: 10/28/2024
5 stars******* fromSuepayroll was amazing and solved my issues. She was very professional. Thank youReview fromEmily H
Date: 09/04/2024
1 starWe were a customer of NannyChex for years and they were acquired by SurePayroll in 2023 - it has been a nightmare since. SurePayroll cannot provide any proof of payment, and we have the the *** and **************************** saying quarterly payments are not being made. Therefore, we have received distraint warrants and threats of wage garnishments and liens. I originally opened my tax case with SurePayroll in May, and it is September with NO tax *** responding to me or working with me. All I can access are the frontline customer service ***s who have no ability to help, to escalate, or resolve. We are a household employer of one employee - our nanny - and we entrusted SurePayroll to be a ***utable and accountable business. This is absolutely unacceptable and I don't understand how there isn't a class action lawsuit for many families they are hurting by not paying tax in a timely manner (or at all, according to the state of ******). The state of Oregon said the taxes were paid perfectly with vouchers by NannyChex and that everything on our account is a 'mess' since 2023 when SurePayroll took over. I am distraught and looking now needing to look at attorneys since I cannot get anyone from SurePayroll to make this right.Review fromMatt C
Date: 07/26/2024
1 starFull agreement with the review left by **************** in May. They've been timely, accurate and great with actual payroll but I've accrued fines from the state employment security department on multiple occasions due to their failure to accurately (and on time) file taxes which I'm paying them to do. Absolutely poor. I shouldn't have to waste time connecting with support and filing complaints constantly because they can't do what they say they will do. I email the support person and get zero responses and the quoted resolution timelines are way too long as well. I wouldn't recommend using this service.Review fromMitchell A
Date: 07/23/2024
1 starI do NOT recommend Sure Payroll for nanny tax services. I use their service in hopes of simplifying an ****** complicated system of paying for a nanny. They have failed to pay the quarterly state taxes on time. Their customer service reps are polite but unhelpful. Their tax team takes a minimum of ***** business days to provide a response, even when the attorney general sends collection notices based on their failure to pay. When they s**** up, they will say you need an amendment and charge you based on their fee schedule to resolve.An account name issue prevented an end-of-year filing. After I resolved the name error, they wanted a $200 per quarter amendment to refile! I called the state and submitted myself within minutes. The entire experience has been extremely frustrating. I have lost track of the time I spent talking to their customer service and writing emails.SurePayroll
Date: 08/02/2024
Thank you for contacting SurePayroll about your experience through our BBB page. We appreciate the opportunity to help resolve any issues that have arisen. A member of our resolution team has reached out to address your concerns directly. We apologize for any inconvenience you have experienced.Review fromCarrie L
Date: 05/20/2024
1 starI've been a business owner for ************************************************************************************************************* its very frustrating so glad they aren't my headache I have had to change my password about 6 times 5 times too many
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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.