33 Customer Reviews
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Review from Dana N
1 star05/10/2024
STEER CLEAR OF THIS COMPANY. I have never dealt with such horrific customer service in my life. They tell you they are going to do something, and they do not do it, until you've called about 4 more times, get put through the ringer, get different answers from each person you speak to, and so on. At one point they withdrew additional funds from my business account that were incorrect, and it took me 4 WEEKS, 4 PHONE CALLS, AND 4 EMAILS to FINALLY get an answer on it and get that handled and taken care of, and let me say, this was just one issue, there were several others. I truly, truly hope that this company gets noticed for their lack of customer service, their lack of doing their jobs as a full service payroll company, all of it so that other fellow business owners do NOT make the same MISTAKE going with them. Put it this way, I changed payroll companies at the beginning of the second quarter... that's how poor they are at doing their jobs and how eager I was after months of being given the run around on issue after issue after issue on their end to no longer be associated with them whatsoever.Review from Rob P
1 star05/07/2024
Stay away at all costs!!!!!!! Payroll management is not easy for small businesses. Heartland does not partner with you and they created a tax liability for me due to errant filings. I cannot talk to anyone other than my account rep. I am 20 hours of my own time and $35,000 in costs seeking to get this fixed. There is no support or even interest in helping
Heartland Payroll Solutions, Inc. Response
05/08/2024
Thank you for bringing your concerns to our attention. We are deeply sorry to hear about your experience up to this point. One of our dedicated team members will be reaching out to you shortly to discuss concerns in more detail and work towards a solution. We value your business and appreciate the opportunity to make things right.Review from Lisa T
1 star03/28/2024
In 2023, we transitioned to Heartland Payroll, an experience that has been nothing short of disastrous. Their handling of payroll has been plagued with issues across the board, from mishandling quarterly tax filings to taking weeks and sometimes months to rectify errors of their making. Moreover, we're still grappling with the fallout of incorrect W2s issued to all employees. It's evident that this company is on a downward trajectory, and we're very disappointed by their lack of attention to detail and competency in executing their duties. At this point, I have no confidence whatsoever in their ability to fulfill their responsibilities accurately.Heartland Payroll Solutions, Inc. Response
05/01/2024
Thank you for sharing your feedback with us. We sincerely apologize for the experience thus far. One of our dedicated team members has been working with Lisa to help rebuild this trust and address the tax issues. We will be following up to confirm our services have met expectations. Thank you, again.Review from Sherron H
1 star03/13/2024
This was a good company 4 years ago. I have been with them for 10 years and they have really dropped the ball. I am changing companys. They are the worst payroll company. Don't return calls timely or answer emails. Terrible communication. The biggest thing is not fixing problems or helping walk you thru the issues. You are pretty much on your own. Very disappointing.Heartland Payroll Solutions, Inc. Response
05/01/2024
Thank you for bringing your concerns to our attention. We are deeply sorry to hear about your experience in the last 4 years. One of our dedicated team members will be reaching out to you shortly to discuss concerns in more detail and work towards a solution. We value your business and appreciate the opportunity to make things right.Review from Kayla B
1 star02/12/2024
This place is the absolute worst payroll company I have ever worked with. They are terrible communicators and care nothing for their clients. They have no idea how to manage taxes and completely screwed our business for failure of communication on their end. When I asked them about it all they wanted to do was charge us and wouldn’t help us resolve the problem they caused. This was the Rochester location.Heartland Payroll Solutions, Inc. Response
05/01/2024
Thank you for bringing your concerns to our attention. We are deeply sorry to hear about your experience with our Rochester Location. We understand the importance of effective communication and accurate tax management, and we sincerely apologize for any inconvenience or frustrations our services have caused your business. We take feedback seriously and are actively investigating the issues you've raised to prevent similar occurrences in the future.Review from Shawn B
1 star02/07/2024
This is the absolutely worst company I have ever had to deal with. Stay away from them at all costs. They have to be going under. It takes 10 calls to get to anyone. All of the previous reviews are spot on.Heartland Payroll Solutions, Inc. Response
02/09/2024
Hello *****, we apologize for any inconvenience caused. Our team will be reaching out to you to address your concerns and to find a resolution.Review from J. B.
1 star01/25/2024
This company is going downhill like a torpedo. They messed up my payroll almost every week, you cannot get a live person on the telephone, and they keep switching my account manager. Sales rep is nowhere to be found. It is very disappointing because they came recommended by my CPA, and the salesman assured me they were less corporate and more personable than the big payroll firms. It is a lot of work setting up payroll companies then having to switch, I gave them the opportunity to fix things but I was ignored. Do yourself a favor and stick with the big firms, you will regret getting involved with these people, despite the good upfront sales pitches. Perhaps now that the BBB is involved they will finally reply to me....Heartland Payroll Solutions, Inc. Response
02/09/2024
Hello ****, we apologize for any inconvenience caused. Our team is actively addressing your concerns and will be working diligently to maintain the solutions. Your satisfaction is our priority and we greatly appreciate the opportunity to correct our mistake.Customer Response
02/12/2024
Your customer retention team reached out to me recently. Their communication combined with my new representative seems to have turned things around to getting back to the way you used to be, which makes me happy. Hopefully it stays that way. As you know, you cannot delay paying your employees, it is a very bad thing. This is why I use a payroll services provider and pay for the service, to ensure my employees are always paid on time and their taxes are deducted and filed properly.Review from Nikki G
1 star01/25/2024
They make so may mistakes. 1. Paid staff that left my business a year prior instead of current staff 2. Short paid my staff 3. For 1099's they changed the deadline and "penalized us $250 because they turned in year end tax reports early" 4. Their turn over is so high that you constantly have new reps 5. Their mistakes are extremely costly and take too much of our staff to correct themReview from Jodie G
1 star01/16/2024
I have used Heartland Payroll for 7 years with my small company. About 8 months (or so) ago, they switched from me having a dedicated specialist to a "payroll central" pool of specialists who randomly pick up a call or email. Accountability dropped to almost non-existent. It takes them DAYS to return my calls or answer my emails. When they do finally respond to my needs, they get it WRONG. They have been horrendous to work with since this change. Things that were once easy and managed correctly and in a timely manner, are now a major headache to get accomplished. I have requested to speak with a manager 4 times over the last 2 months and I am still waiting for a manager to call me so I can address my frustrations. At this point, I am researching other payroll processing companies. I can absolutely not recommend Heartland to anyone looking for reliable customer service on something as important as my companies payroll.Heartland Payroll Solutions, Inc. Response
02/15/2024
Hello *****, it is my understanding that we have been in contact with you and have been able to address your latest concerns with us. We appreciate the opportunity to correct our mistakes and make things right with you. A big thank you for 7 years of partnership!Review from Marie E
1 star01/10/2024
Our Business System Software Company recommended this company to all of their vendors. This is our first month with them and already looking for loop holes to cancel the contract. No training, no help. We have waited days for a call back and even when a payroll deadline looms, no call back or help. Now after reading these reviews, I am going to have to watch every paycheck, deduction and filing. How are these people still in business?Heartland Payroll Solutions, Inc. Response
02/15/2024
Hello *****, to my understanding our team has reached out to you in regards to the most recent experience and have worked to address these concerns. We appreciate your feedback and look forward to being a better partner with you in the future. Thank you!
Customer Review Rating
1.12/5stars
Average of 33 Customer Reviews
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