Reviews

Review Details

• Review fromSteve H

  Date: 03/20/2023

  1 star
  I was having an issue with their sales rep ********************* being to aggressive trying to get me signed up. I asked him to please give me some breathing space while I got all my info gathered. He didn't agree with me and said " I only called once". He called or emailed 3 days straight. The tone of the contact was what I didn't like. Urgent! Hurry sign up now! Last chance for this payroll week! He emails me back the next day. " I only called once" okay, no big deal I just need a new rep. ********* he have sales Mgr call me. He didn't do that so I called his office. Hung up on twice by office person, then reached 2 more reps that would not connect me to a manager. **** holds followed by "hey ill help you!" NO I want a Mgr. " are you sure I can help you" Refused to give me a Mgr. So BBB and several review sites is all I get. Lots of payroll sites, avoid this shell game crew.

• Review fromJames W

  Date: 03/03/2023

  1 star
  This is the second time I have cancelled my subscription to SurePayroll. In both instances, they have directed me to a cancellation button on their website which does not exist. This requires me to email and customer service rep and go through a lengthy, complicated process to unsubscribe from their services. Now they are asking me to complete a Docusign. This is an unnecessarily convoluted process that makes it extremely difficult to unsubscribe and should be changed.
  

  SurePayroll

  Date: 03/08/2023

  Thank you for taking the time to share your experience with us. I've shared your review with our Executive Resolution Team and asked a member of the team to follow up with you regarding your concern. We appreciate your business and will work diligently to address your issue.

• Review fromLorraine J

  Date: 01/27/2023

  1 star
  As small minority business owner processing part time payroll and enrolled with Surepayroll. My recent experienced missing was reviewing my prior year 2022 and noticed the state taxes werent being deducted. Only in 2023 these deductions started. So that is upsetting and troublesome with upcoming tax year filing. Also, they withheld company account summary and W2.. Recently, a representative SM was demanding payment on $186.36 and wouldnt accept payment by Feb 9,2023.My company: You act like a collection agency. Also, prior wages dont show reduction of state fees. Your company only deducted wages effective 2023 and not 2022.I will not be paying bill until I funds are available to account.As I stated next month. Your not the only payroll company in the market.Surepayroll agent :I do not think other companies will allow you to process payroll and not pay for it.Are you able to resolve the balance today? Or are you terminating the account?This is a company that thinks they are too big too fall.E-Funding Foundation CEO *****************************
  

  SurePayroll

  Date: 01/30/2023

  Thank you for taking time to contact SurePayroll by way of our BBB page. On behalf of the team, I apologize for the situation you describe in your review. I've forwarded your review to the tax experts on our Executive Resolution Team and a team member will follow up with you. I'll also email you separately so you'll have my contact information should you have any questions. Again, apologies.
  

  SurePayroll

  Date: 01/30/2023

  Thank you for taking time to contact SurePayroll by way of our BBB page. On behalf of the team, I apologize for the situation you describe in your review. I've forwarded your review to the tax experts on our Executive Resolution Team and a team member will follow up with you. I'll also email you separately so you'll have my contact information should you have any questions. Again, apologies.

• Review fromElizabeth B

  Date: 01/26/2023

  2 stars
  A nightmare for domestic employees! The employee portal frequently fails to recognize user names and/or passwords. To reset the password the employee must contact the employer and ask them to authorize a reset!!! What an ASININE system!! I left a job in 2022. Can you guess how I need to access my W2? Through the employee portal! But it is locked! I have to contact my ex-employer and ask them to log in and authorize a link to reset my password or have them access the W2 and provide it to me. Because I am sure they have nothing better to do. I loathe this service and after discussing it with my colleagues I have found that vast numbers of nannies have had identical experiences. In an industry where employment relationships can end with great animosity, cutting employees off from their own tax records is an abhorrent business model. I tried phoning for assistance but was never able to reach a human. The best thing I can say about Sure Payroll is that they handled my direct deposits properly. I will never agree to another job that uses this payroll service.
  

  SurePayroll

  Date: 01/27/2023

  **************,Thanks for contacting SurePayroll via our BBB page. I've escalated your comment to our Executive Resolution Team for review. You accurately state that one of our many client protection protocols is providing account access and sharing account-related information only with our customer or the designated ******************** administrator. This protocol also protects employee users, like yourself. You will be able to access your tax information once your former employer verifies your access. On behalf of the team, I apologize for your frustration.

• Review fromAnnalise d

  Date: 01/03/2023

  1 star
  DO NOT USE TO PAY A NANNY, ESPECIALLY FOR ********. SurePayroll was a nightmare to deal with from day one. I am not an Accountant, tax professional, or HR expert. My husband and I work full time jobs in other industries and we hired SurePayroll because we thought we were hiring professional tax preparers and Accountants. We had to do all the work instead, from applying for our federal and state tax IDs to hounding them to pay our quarterly taxes, which they failed to do even though I repeatedly asked them to do it. I ultimately had to fire them, as I was doing all their work and I couldnt figure out why I was paying them. Their website is not intuitive, and running payroll is difficult. They have user guides to walk you through which are detailed but take forever to read. I dont have time to read instructions to do this stuff. Pay the extra for Poppins Payroll where they include everything, and you can actually not worry about legal ramifications regarding paying your nanny.
  

  SurePayroll

  Date: 01/09/2023

  ********************,On behalf of the SurePayroll team, I apologize that you experienced difficulty with your account. I've forwarded your comments to the Executive Resolution Team to research & review. Thanks for contacting us through our BBB page.

• Review fromMargaret E

  Date: 12/05/2022

  1 star
  Sure Payroll is incompetent of providing the services that they offer. I partnered with Sure Payroll to help me with my small business. Due to possible tax discrepancies questioned by employees I also felt there were discrepancies in the figures provided by Sure Payroll. I requested to have the documents sent to me for verification. Because I had recently parted with Sure Payroll I was told the account was archived and that I had to pay a $99 fee to gain access. The electronic form sent to me had some issues in which I could not select the state of ********** in the populated form. Due to no one being able to fix the problem within the I.T. Department I had to manually pull the paperwork and submit it via scan with my credit card information and signature. Once received, the paperwork would be expedited to a supervisor to ensure I'd have access. I did everything asked as still wasn't able to access the archived information. The website and representatives state it takes 24 to gain access. It's been 5 days and yet nothing. I call and verify my information am sent to another department to do the same process and am told there are no supervisors to escalate the issue??? The one supervisor I had contact with VIA EMAIL provided me a return phone number and extension that has a message that states: Our offices are closed at this time. On a Monday morning??? I've been told that a supervisor/manager are the same title and that I just have to wait for someone to resolve my issue. What issue? I requested a service, provided my info and was told access in 24 hours. It's been almost a week??? Worst run around customer service with no resolution. I've read the GENERIC RESPONSES from Sure Payroll and it's sad because every bad review I've read have been recent. There is truly an internal disconnect within SURE PAYROLL. I REALLY HOPE SOMEONE READS AND RESPONDS WITH A RESOLUTION FOR ME. -000STARS FOR THIS COMPANY. 15 reps, 1 supervisor?? 8 days total.
  

  SurePayroll

  Date: 12/06/2022

  Thanks for contacting SurePayroll by way of the Better Business Bureau. We're truly sorry to hear about the experience that you've had with our customer service team. The experience that our customers have when contacting our team is important, and were sorry to hear that we missed the ***** I've escalated this to our Executive Resolution Team and a member of the team will reach out to learn more. I'll also email you separately so you'll have my information should you have additional questions. On behalf of the entire team, we apologize for the inconvenience.

• Review fromAnne A

  Date: 11/22/2022

  1 star
  Negative stars, incompetence leads to great expense for employer.Surepayroll dropped the ball and did not pay ** unemployment tax for one quarter. I hired them for a household helper in order to get all the tax parts correct. The *********** went ahead and took 4X the amount of tax that was owed, from an overpayment we had made to the state for taxes. I am supposed to file some sort of complex form, along with the hundreds of other things I have to do. I do not recommend this service. This will take a significant amount of work and hassle. It would Surepayroll them a few minutes.They were derelict in their payment of taxes, and they have left me holding the bag and burden of getting my money back. The people you actually talk to on the phone, and correspond with are very nice, but the people who can actually do something just tell you to do what you hired surepayroll to do.Epic Fail.
  

  SurePayroll

  Date: 11/29/2022

  Thank you for contacting SurePayroll regarding your recent service experience. On behalf of the team, I apologize. Ive escalated the issue you describe in your review to the tax experts on our Executive Resolution Team. A member of the team will contact you once they review your account. I'll also email you directly, should you have additional questions. Again, apologies.