ComplaintsforZenefits

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I switched to Zenefits with the hopes of a streamlined platform. This has proved to be the worst decision. To start with, I was unaware that my company has not been properly setup for state taxes. Because of their poor customer service, they were unable to setup my account because of a missing zero at the start of my state tax id?! (If it were a legit person providing support this would not have been an issue). Secondly, because of this issue, my state quarterly taxes were late. Last and finally, when they eventually did pay my taxes, they are now charging me $2400 for a $300 tax bill because it ******** my account. $2400!? They have refused to accommodate any of my email requests. Have been incredibly inflexible with supporting a very small business. This "fee" was for one states taxes, with one employee. It is absolutely fraudulent. I am looking into the contract to see if they legally can even withdraw the money from my account without my permission, as they just withdrew it.

  Business response

  06/03/2024

  Hi, we have confirmed this amount is being refunded and our team has notified you. Please reach out to your customer experience manager with any further questions. 

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I, however, am still incredibly disappointed with the service this company has provided, and the fact I had to file a complaint on this website to even get a response to my issue (after months).
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am contracted with the company Zenefits to handle my payroll, which includes sending in payments to the **** In about mid-March, I began to receive messages from the *** informing me that I was delinquent on my taxes, and the *** may start seizing property if I do not pay the overdue amount. Checking my zenefits page, I saw that my payments had been submitted by them to the ***, so it took me some time to figure out where the disconnect was.Finally, I was able to determine that the *** Zenefits was using to send in the taxes was incorrect. Looking through previous emails, I was able to find correspondence where I had provided the correct ***. I even double-checked and made sure the proper *** displayed on my Zenefits profile page. Somehow, after bringing this up to Zenefits in light of the tax issue, after correcting them they STILL managed to have the wrong *** in their database. I believe that they now have the correct number after correcting them yet again, but given their history, I cannot be sure.Despite frequently trying to reach out to Zenefits via phone, email, and customer support chat, they have been unable to provide me any support whatsoever. I eventually had to pay the *** (including late fees) out of my own pocket. For the record, I did verify that this was not a scam before sending in any money, and determined the delinquent taxes were entirely the fault of Zenefits, and I had given them the correct data on multiple occassions.I need some sort of communication/conclusion from zenefits, to include reimbursement of the money paid to them for taxes which they improperly submit, full confirmation they are using the correct ***, and repayment for the Zenefits subscription since that was wasted time.

  Business response

  05/22/2024

  Hi *******, our apologies for the delay. We are escalating this issue ASAP to have someone reach out to you. Thanks!

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Zenefits credit card is denying all charges - even the enclosed copy saying there is Insufficient Funds. However, on another screen they entice ** to sign up for another year in order to get the remaining $570 in the *** account. If I pay the amount and attempt to get it reimbursed, they deny the charge without any reason. Finally, if I attempt to call them, they do not support talking to a human but instead say use the chat. However their chat has been "broken" for weeks. I'm seeking a refund of the unused portion of the initial funding of $1500. This amount from their own website is $570.

  Business response

  10/24/2023

  Hi ****************, we apologize as we had not previously seen this complaint. We are escalating it ASAP and will have someone look into it and reach out quickly. Thank you for your patience. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I run a small nonprofit - *************************** and we used Zenefits as our people management software for our one part time employee. We went with a service like this because we're a mostly volunteer group and we were afraid that we wouldn't know exactly what to do in terms of record keeping and reporting. As we began this years workers comp insurance when we logged in we were told that our account no longer exists. Right around this time we received a collections notice for a paltry $126, which leads me to believe that our account - with critical and irreplaceable tax info has been deleted or hold hostage for this amount. We responded to the collections agency as quickly as we can but Zenefits is very slow to respond and our needs are immediate. We continue to reiterate we are happy to pay this amount but we need our tax documents, which Zenefits has no right to destroy or hold from us. We are desperate and hoping you can help us recover these tax documents and receipts. Thank you

  Business response

  08/31/2023

  Hi ****, we have received confirmation that a member of our team is working with you directly to bring your account current and get you access to these documents. Thank you. 

  Customer response

  09/06/2023

   
  Complaint: 20538019
  
  I am rejecting tentatively to make sure this case remains open until complete resolution of the issue. I am currently working with 3 agents at Zenefits - including an email account that has yet to respond to any messages I've sent. Currently in the process of confirming a wire transfer for a little over $100 instead of a bank card or certified check. While the policies are not the fault of the agents I'm corresponding with they are significantly hampering our ability to move forward.
  
  Sincerely,
  
  **** El-*******

  Business response

  09/06/2023

  Hi, we are working diligently on this issue and appreciate your continued patience. Thank you. 

  Customer response

  09/08/2023

   
  Complaint: 20538019
  
  I am rejecting this response because:
  

  We have finally got past the initial phase of accepting the $127 fee - however I was immediately quoted $600 for a service renewal and the invoice to reactivate my service came through at double that amount. Please honor your original quote - from not even 72 hours ago. 
  
  Thank you

   Sincerely,
  
  **** El-*******

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got Zenefits through my work for benefits. They are a bit ridiculous when it comes to FSA receipt's. Since February of this year I have sent them receipts and very randomly they ask for receipts for drs visits and things I need for my health. They dont ask for every receipt but they get annoying. First off FSA is used as a benefit so I can pay for medical things. It is my money going into this card so I am paying for it. By them asking for recut is intrusive to my privacy for my medical conditions and frankly not of their business they are like a credit card I use them if they dont like something then they should go the research and not bother the customer. They are never happy with what I give them and through it back to me so I come to the BBB for a resolution to get them off my back and for them to stop harassing me for medical things which under the card Im allowed to receive. So lets start with the five receipts that they keep bothering me about 1. Quest is n February I had blood work done I have diabetes and health issues no something for a red flag. 2. ********************* specialist my podiatrist since I have diabetes I go every three months for treatment. 3. Apria my Bipap supplies and machine they have gotten reciepts before and use them quite often. Last todays vision eye exam and glasses nothing here that raised eyebrows or suspicious activity so I am asking bbb to get involved and stop the harassment for reciepts especially for things that do not cause any issue. Its is harassment by Zenefits and they have no right to harassment of myself especially since Im not breaking any laws if illegal activity.

  Business response

  08/18/2023

  Hi **********************, IRS regulations require that FSA administrators confirm that all FSA payments are used for eligible FSA expenses, including debit card transactions. We have escalated your concerns to a TriNet Zenefits representative who will be reaching out to you to discuss this more and answer any questions you may have.

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zenefits failed to file an annual state tax filing per our contracted agreement in 2021. I've been attempting to resolve the issue, but am not able to get in touch with ANYONE at Zenefits. Emails get an autogenerated reply but nothing ever comes from it. The one time a human DID reply, they had a generic answer and I could not reply or call them to ask or get clarification about the situation.Meanwhile, this missing tax filing is collecting penalties and interest, and preventing me from closing my business. It is not something I can file on our own since Zenefits has all the data of what they collected on our behalf throughout their position as our payroll provider.

  Business response

  07/13/2023

  Hi *******, it looks like someone has been in touch with you regarding this matter and we are still within the response window we initially provided. That said, we have escalated your case and I have confirmed someone has reached out and is working on an ETA for you. Our apologies for the wait and thank you for your patience. 

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My former employer, which no longer exists as a company, switched HR providers from Zenefits to Rippling in the middle of the 2022 tax year.My company used Zenefits as its HR provider from 1 Jan to 30 Sep 2022. Then, the company switched to Rippling, which it used as its HR provider from 1 Oct to 31 Dec 2022. When the change in HR providers was made, all employees were told that payroll data would be automatically transferred from Zenefits to Rippling, so that at the end of the calendar year 2022, Rippling would have all 2022 payroll data on file, and only one W2 would be generated for each employee. The full, correct W2 would be coming from Rippling.When I filed my 2022 taxes with the **** I used the full, correct W2 from Rippling. Little did I know, Zenefits incorrectly submitted a duplicative W2 to the **** covering the dates of 1 Jan to 30 Sep 2022. Because of this, the *** flagged my return and my refund, thinking I had not fully reported all of my income.I have tried to reach out to Zenefits to let them know about this situation but they are impossible to speak with. Phone numbers directed me to their website, but I can't submit a ticket on their website because I no longer have a login (I don't work at my former company; my former company hasn't used Zenefits in a long time; my former company no longer exists and there is no HR admin). I've tried submitting help tickets to speak with a human-- anyone with an e-mail address or phone number. I've tried reaching out to the Zenefits sales team, and have chatted online with one of their sales staff, but they were unhelpful and directed me right back to the support page that never responded to me. Zenefits has caused my *** refund to be held up for months. They should know about this issue that has certainly affected others at my former company as well. They should be reachable to people without a login. They should have phone numbers that reach humans. I am very disappointed and expect a response.

  Business response

  06/28/2023

  Hi ********, it appears we had an outdated email for you. We have confirmed that this has been updated with the information you have provided to us here and a member of our team is in the process of reaching out to you to resolve this issue. 

  Customer response

  06/28/2023

   
  Complaint: 20245527
  
  I am rejecting this response because: I was contacted by a member of your team but they have not been able to resolve this issue. This team member is denying any responsibility on behalf of Zenefits for submitting an improper/duplicative W2 to the *** in 2022, and is suggesting I seek the advice of a tax professional. I have already spoken with tax professionals and have already filed my taxes. That's why this problem exists--the *** flagged my return due to the negligence of Zenefits in submitting a W2 that should not have been submitted to the ***.

  I am seeking communication with someone at Zenefits other than a support staff who just refers me back to my non-existent HR admin, given that my former company no longer exists. Zenefits should also have the wherewithal to realize they made a mistake in submitting these W2s when they should not have done so. They should take steps to correct this problem with the ***.

  I'm confused as to the silence of Zenefits on this issue. The only other steps I have been able to think of to get the company's attention to this matter are to file complaints with the *********** of ***** in NY (where my employer was based) and CA (where Zenefits is headquartered). Both have been contacted and I am awaiting further information/replies from them as well.

  Sincerely,
  
  *****************************

• Initial Complaint

  05/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To resolve this dispute, I request that Zenefits files all the required 2022 tax forms without fees and pay any penalties that take place while under contract. I also request a refund of $500 to cover the cost of our accountant fees billed for the seemingly unnecessary phone call between Zenefits and accountants. We should be refunded for a portion of the monthly service that Zenefits failed to provide the paid for services. The short version is, Zenefits never filed our 2021 **** Taxes (the required form is IT 941) and never informed either entity of their failure to do so. Both entities were notified of this on 7-13-22, when we received a notice from the **** ********** of ********* At the receipt of this notice and at the time that I submitted the cases to Zenefits case #********, #******** there were no fees/penalties. On 10-24-22 & 10-20-22 each entity received notices with penalties included from **** Attorney General. I submitted the notices and still didnt hear ANYTHING from Zenefits until 12-28-22. *************************** claims they are not liable for our tax penalties because they didnt have access, but I continually accepted the requests as they were received. I was not aware at the time that they were not requesting access in the correct area on the **** Business Gateway which would give them the filing access that they needed. It wasnt until 2-24-23, that our first request came in for the correct section for Entity 1. On 3-27-23, a request for access comes again in the wrong section. Requests continue to come over the next week and I continue to accept them. On 4-6-23, I send ***** screenshots (shared doc below) trying to explain where they need to request access. ***** requests access in the required area by the end of 4-6-23, and I accept it. Now Zenefits wants to charges ** retro filing to complete the 2022 tax filings $1,000 for each entity ($2,000 total). They had access to entity 1 prior to the deadline and I was trying since day one for both.

  Business response

  05/16/2023

  Hi *****, we have confirmed that a manager has been in touch with you regarding this issue. Thank you. 

  Customer response

  05/16/2023

   
  Complaint: 20049648
  
  I am rejecting this response because: They are still just repeating the same thing.  I have now attached screenshots showing my logging into approved the requests they submitted both when we signed up for their services and on January 6, 2022.  I completed the approval of their request the day after they sent me the request.  Naturally, I believed I had completed the task, there were no outstanding requests and their name was showing as a *****.  I never heard anything more until I received a notice from the **** ********** of *************** I opened the case with Zenefits on July 13, 2022 and didn't hear from them until December 28, 2022. They also are not even addressing their refusal to file our 2022 taxes.  I have proof they had all the access they needed by February 24, 2023, in time for the deadline, and they never even attempted to file our 2022 tax forms.

  
  Sincerely,
  
  ***************************

  Business response

  05/17/2023

  Our team investigated the issue and are unable to ***** the request. This was explained, along with reasoning, to the customer via direct contact with a customer experience manager. 

  Customer response

  05/17/2023

   
  Complaint: 20049648
  
  I am rejecting this response because: they requested proof that they had access and I have now provided that to them.  I have provided them the emails with their employee where I am instructing them on how to gain access.  I have also provided them with the text message and photo that shows they had approved access to handle all filing prior to the deadline.  I will also attach those items in this.  Is a paid customer really supposed to have to work this hard to have the services they paid for handled?
  
  Sincerely,
  
  ***************************

  Business response

  05/23/2023

  Hi *****, I have confirmed a representative from TriNet has called you with this but here is final outcome. We have determined that we send numerous requests within the **** Gateway website several times which were approved each time, but your business did not grant ** the correct permissions when approving it. We did provide your company with these steps a few times, but it wasn't done correctly, which is ultimately why we were not able to file on time. That being said, our tax manager confirmed we did waive $2k as a courtesy for the retrofile that was needed. And in the interest of resolving this matter, we are willing to split the outstanding fees with you for a total of $444.09. Again, we have confirmed that this has been communicated. Thank you. 
  

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 12th 2023, *** received a message from a customer service manager from ClubZen that says I didnt do the 144 trainings from Zenefits and she decided to take away my reward points. She claimed that those trainings were not recorded in the system as she found out those courses has a less than a minute video. She decided to deduct my remaining points until I have negative points. I decided to reach out back to her and explain that *** accomplished many of those trainings and did pass the Zenefits Professional Exam before I joined the ClubZen. Therefore, those trainings that *** completed may not be recorded as she claimed to be but once I joined the ClubZen at the first time I can see that I have around over ******************************************** those points from the trainings that Ive completed. Knowing this her decision is firm and refused to believe about everything I said. The next day on April 13th 2023, as for today, Ive contacted the Zenefits customer service and trying to solve this issue. As for a result, they didnt solve my problem, instead they blocked me out from ClubZen and filed a complaint against me to my boss. They didnt even show me the proof of anything that claim I didnt do my trainings/courses. I hope my boss knows better because as soon as I passed the exam and become Certified Zenefits Professional I immediately let my boss know about it and emailed her the certificate. Zenefits got me nothing but in trouble at my work. I dont recommend to use this platform/software.

  Business response

  04/18/2023

  Hi *****, our rep is reaching out to you to go over the situation but it looks like policy violations were made in acquiring rewards points and our team had previously explained to you why those points were removed. You can speak directly to the customer support manager who reaches out to you if you still have questions. Thank you. 

  Customer response

  04/18/2023

   
  Complaint: 19934019
  
  I am rejecting this response because the Zenefits is still refusing to show me evidence of what they claimed. They didnt show me any evidence that I didnt do the trainings they only claimed that the trainings that Ive done werent recorded appropriately so thats why they took away the rewards points that Ive got from my training accomplishments. They are still insisting that their software is right and they did the right thing to make an adjustment. Theyve got me into so much trouble about this and until they fix the issue and show me evidence of what they claimed to be then I will let this complaint stays. 
  
  Sincerely,
  
  *******************************

  Business response

  04/18/2023

  Someone is working with her directly on this to explain to her why this decision was made per our policy guidelines. 

  Customer response

  04/18/2023

   
  Complaint: 19934019
  
  I am rejecting this response because Zenefits is still refusing to show the evidence of what they claimed. They claimed that I didnt do the 144 trainings and therefore they took away my reward points and decided to deduct it. Zenefits refused to solve this issue and make this issue difficult. Zenefits refused to show evidence and one of their employees did throw a discriminatory comment against me and caused me in trouble at my work.
  Sincerely,
  
  *******************************

  Business response

  04/19/2023

  We will share this with our team and have them reach out again. Thank you. 

  Customer response

  04/19/2023

   
  Complaint: 19934019
  
  I am rejecting this response because Zenefits is still refusing to solve the issue. And keep on refusing to solve the issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2022, I submitted a qualifying life change to remove all dependents from my benefits account. In September ********************************* which all employees could select new benefits options. I did not choose to sponsor any dependents and havent to this date. In January 2023 and March 2023 a card that was issued to ********************************* was used on 2 unauthorized transactions. The card issued to ********************************* should have been deactivated during the life change and secondly during open enrollment. I do not want to be help responsible or liable for these transactions and zenefits is telling me I need to be responsible.

  Business response

  04/18/2023

  Hi, it looks like the customer didn't submit the appropriate form but our customer support team has reached out to her to work on getting this resolved. 

*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. ↩