Complaints

This profile includes complaints for Heartland Payroll Solutions, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Heartland Payroll Solutions, Inc.

  2001 Aerospace Pkwy Brook Park, OH 44142-1002

  
• 

  Heartland Payroll Solutions

  616 N Broadway Ave Oklahoma City, OK 73102

  
• 

  Heartland School Solutions

  765 Jefferson Rd Ste 350 Rochester, NY 14623

  

The 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:03/25/2025

  Type:Billing Issues
  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  They haven't resolved anything, they are refunding me their charge and leaving me with the mess.  I was paying for a payroll service that included submitting my taxes.  I requested they file my taxes for QTR 1 of 2023.  They charged me to do so and now claim that was an error because they never heard back from me, even though I have an email that shows I responded.  I attached that email above.  They are not accepting responsibility for their mistake and it is costing me greatly.  If they don't file for me, I will be forced to pay my accountant out of my own pocket to rectify this situation, because the govt does not care WHO messed up, they just expect their money and paperwork filed in a timely manner.  

  
  
  
  Regards,
  
  
  
  ******* ****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/26/2025

  Good Morning,

  
  Thank you for reaching out and alerting us to this client’s feedback about their experience with Heartland.We regret to hear that the services they received were not up to par with the quality standards we strive for when serving our clients. We are working internally to address the issues that have occurred and to ensure they are resolved as timely as possible. We will also provide ongoing training to our employees to improve services moving forward. Our Client Success team will be reaching out to check in with the client and offer support with any outstanding concerns.
  

  
  

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  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.

  Heartland has been unprofessional to say the least. They were told for a few years to change the ein in their system. They passed the responsibility to another person to another person and so on. They made promises and didn't follow through.
  
  They did the payroll for the first 2 quarters of 2024. They were supposed to file the w2s for those periods as we moved to another company with the corrected ein.
  
  Heartland refuses to file those w2s as they claim their tax division don't want to it.
  
  This is unprofessional. Their employees promise something than they are replaced and not help accountable.
  
  We need those w2s filed.

  

  Business Response

  Date: 02/05/2025

  Good Afternoon,

  
  Thank you for reaching out to us and bringing to our attention the feedback this client has provided about their experiences with us. We are sorry to hear that the services they had received were not up to par with the quality standards we strive for when serving our clients. We are working internally to address the issues that have occurred and to ensure they are resolved as timely as possible. We will also provide ongoing training to our employees to improve services moving forward. Our Client Success team will be reaching out to check in with the client and offer support with any outstanding concerns.
  

  
  

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  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 Heartland Payroll Systems as I was building my business to help me run payroll lawfully. They, more than once, made errors that over or under paid my employees. They also charged me extra fees for correcting payrolls where they made errors. Heartland Payroll Systems moved from a dedicated payroll representative to a shared mailbox system, which removed any ability for their customers to have a reliable place to go when there were issues. Overall, I feel they are not providing the service they advertise. The final straw was after I transferred my business to a different payroll provider and all outstanding fees and billings were closed out, my account was automatically drawn without my permission for nearly $1,000. I've been unable to get any communication back from Heartland on this matter to understand if this was a genuine fee or if this was an error. I am unable to remove my account number from their system to eliminate the possibility of future unauthorized withdrawls from my account and I'm trying to figure out who to talk to in their organization to get this sorted out. I'm frustrated and feel helpless in this situtation.

  

  Business Response

  Date: 12/09/2024

  Good Morning,
  
  Thank you for reaching out to us and bringing to our attention the feedback this client has provided about their most recent experiences with us. We are sorry to hear that the services they have been receiving are not up to par with the quality standards we strive for when serving our clients. We are working internally to address the issues that have occurred and to ensure they are resolved as timely as possible. We will also provide ongoing training to our employees to improve services moving forward. Our Client Success team will be reaching out to check in with the client and offer support with any outstanding concerns.
  
  

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 08/26/2024

  Good Morning,

  
  Thank you for reaching out to us and bringing to our attention the feedback this client has provided about their most recent experiences with us. We are sorry to hear that the services they have been receiving are not up to par with the quality standards we strive for when serving our clients. We are working internally to address the issues that have occurred and to ensure they are resolved as timely as possible. We will also provide ongoing training to our employees to improve services moving forward. Our Client Success team will be reaching out to check in with the client and offer support with any outstanding concerns.
  

  
  

  Customer Answer

  Date: 08/29/2024

  I will not be satisfied until I have my corrected W2 forms in my possession. We received an email from Heartland saying they’re still working on it, but they cannot provide me with any real updates or a guaranteed deadline. 
  

  Other employees have had to pay the IRS up to 6k due to filing their taxes with these incorrect forms. 
  

  Unless Heartland wants to cover the extra costs of filing with incorrect forms, I need the correct W2 forms no later than September 30, 2024 to be satisfied. 

  

  Business Response

  Date: 09/03/2024

  Good Afternoon,

  We do apologize for the length of time that the adjustments have taken for your businesses and the employees W2s. We received confirmation that *** **** ************** **** did have its adjustments complete as of 08/28/2024. Our tax team is currently working on ******* *********** and the W2 adjustments at this time, I have reached out to advise on the the requested completion date of 09/30/2024. We will have them reach out and update as soon as possible once the adjustments for ******* *********** are complete. 

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I appreciate the update. I need the physical forms in our possession no later than 9/30/2024 for both companies before I will be satisfied and close this case. Thank you. 
  
  
  
  Regards,
  
  
  
  **** ****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  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 have ben trying to contact Heartland's Tax department for two years regarding a failure to submit payroll taxes to the IRS. Funds were sent to Heartland each payroll period and deductions reconcile with our bank statements and payroll reports from Heartland. Numerous calls and emails have gone without reply. We have been told on every phone call that the request will be forwarded t the tax department, but we never hear back. A letter and copies of all reports and documents were sent registered mail demanding response, but none has been received. Our next step will be to contact a tax attorney to determine where the funds deducted from our bank account are.

  

  Business Response

  Date: 08/19/2024

  Good Morning,

  Thank you for reaching out to us and bringing to our attention the feedback this client has provided about their most recent experiences with us. We are sorry to hear that the services they have been receiving are not up to par with the quality standards we strive for when serving our clients. We are working internally to address the issues that have occurred and to ensure they are resolved as timely as possible. We will also provide ongoing training to our employees to improve services moving forward. Our Client Success team will be reaching out to check in with the client and offer support with any outstanding concerns.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Unfortunately, there has been no movement on this issue yet. I have been reached out to by a member of the retention team with a promise that the tax department is handling the issue, however this is the 3rd time Heartland has promised it will be resolved with no action actually being taken. I have been promised an update directly from the tax department and no update has been received despite multiple promises that they would update me on the status of the refiling. 

  I wish that a promise of the issue being resolved was enough, however, we have been dealing with our Q2 2023 tax filings being done incorrectly since their filing date shortly after the conclusion of Q2 23. We have yet to receive even an update from the tax department. 

  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  
   

  lear from our experience that Heartland Payroll is failing to provide the level of service and attention to detail that is expected from a payroll service provider. Their lack of competency and reliability has eroded our confidence in their ability to accurately fulfill their responsibilities.
  
  We request that the Better Business Bureau investigate this matter and take appropriate action to ensure that Heartland Payroll addresses these significant deficiencies and improves their service standards to prevent further issues for other businesses.
  
  Thank you for your attention to this complaint. We look forward to a prompt and thorough investigation into this matter.

  

  Business Response

  Date: 07/25/2024

  Good Morning,

  Thank you so much for alerting us to the clients concerns with their ongoing issues with the tax adjustment that is needed, as well as the deductions that are needing to be reviewed as well. We are working internally to address these concerns with our client to resolve them as quickly as possible and to ensure the account will be in good standing with us moving forward.

  

  Business Response

  Date: 08/02/2024

  Good Morning,
  
  We do apologize on the length of time that this matter has taken to be resolved. We recognize the importance of this matter and we are working diligently with the tax agencies to get a resolution as soon as possible. Our client success team has escalated this tax concern to be worked on as quickly as possible.  An update has been requested and we will provide that as soon as it is available.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  
  
  I am writing to emphatically reject your recent communication regarding my BBB complaint concerning Heartland's failure to file tax reports as outlined in our service contract. Your attempt to deflect responsibility and shift blame is unacceptable.
  
  Despite numerous calls from Heartland soliciting additional products over the phone during the entire year, there was never a proactive effort “with a phone call” to inform me of critical issues with the tax reports. Furthermore, Heartland neglected to send certified or regular mail, and crucial emails were consistently misrouted to my spam folder, preventing timely communication.
  
  Let me be unequivocal: the service of filing tax reports is explicitly specified in our contract with Heartland. Your failure to fulfill this obligation constitutes a clear breach of contract.
  
  I have already provided the correct information and am fully prepared to provide a Power of Attorney (POA) if necessary. It is entirely within Heartland's capacity to rectify this situation promptly by filing the reports and engaging in effective communication with the Nevada Unemployment Department.
  
  If Heartland does not take immediate and concrete steps to rectify this matter, including filing the tax reports as required, I will have no choice but to pursue legal action to enforce the terms of our contract and seek appropriate remedies for the damages incurred due to Heartland's negligence.
  
  I expect a prompt and satisfactory resolution to this critical issue.
  
  
  
  Regards,
  
  
  
  ***** **********
  
  
  
  
  
  
  
  
  
   o address these issues with Heartland Payroll Services, but the lack of resolution and accountability on their part has been concerning. As a result, I have experienced frustration, stress, and financial losses due to their negligence.

  

  Business Response

  Date: 04/30/2024

  The issue actually begins with **** and ****, which was prior to the business using Heartland for payroll, and continued from *********, which was during the timeframe that the business was using Heartland for payroll. It appears that there may be a registration error or an incorrect agency ID or FEIN on file with NV DETR. As Heartland attempted to file each quarterly return from **** through ****, the agency rejected our return, with the reason provided as 'FEIN and Account ID Do Not Match'. As a result, none of our returns for these tax periods were processed by the agency. Each time, Heartland sent an email to the business outlining the situation, and asking for the business to assist and rectify the issue by providing correct/updated information. Each time, the emails went unanswered until ****, when we received a response stating that Heartland had the correct information already. Unfortunately, we were trying to file using the information that the business provided to Heartland and has insisted is correct, and each time, the returns were rejected as the agency records indicate that something was not aligning.In this situation, Heartland is unable to force the agency to accept the filing. Without the correct/updated information and/or any possible registration issues being resolved, Heartland has no recourse and has no option to file. Additionally, Heartland is unable to rectify any registration or mismatched FEIN/Account ID issues on behalf of the business, as the situation also means that our POA is invalid. We rely on the registration and account information provided by the business, as outlined in the agreement.

• Initial Complaint

  Date:03/21/2024

  Type:Customer Service Issues
  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.

  No matter how hard I try I CANNOT ACCESS MY PAYSTUBS ONLINE. I go around and around getting nowhere. This is a system that has built in sabatouge. Hopelessly infuriating. I have completely given up on seeing and printing MY paystubs. I cannot begin to articulate how impossible this company is to deal with. Impossible. Impossible impossible

  

  Business Response

  Date: 04/17/2024

  Hi ****, 

  I apologize for the inconvenience caused by the issues with our software system. Rest assured, one of our team members will be in touch shortly to assist you with obtaining your paystubs and how to prevent this in the future. Thank you for your understanding.