Customer ReviewsforZenefits

Support is horrendous. Their primary support email address gets kicked back as a not valid email. Once you're finally able to connect with someone regarding anything at all to do with taxes, they will tell you it's a 60 day waiting time!! Even if you've received a tax notice, you're not going to get any help or support for TWO MONTHS. How is that even remotely acceptable?! As a small business, we rely on our service providers and waiting 2 months in order to be able to take any action is just ridiculous. I've been told by multiple reps *** that there is no escalation process or consideration for the time urgency of any requests. So after fighting for weeks, *** we're having to file extensions for all of our owners until someone can eventually get back to us! DO NOT use this company!!!!

Hi *****, thank you for your patience. We have confirmed our team is in contact with you about this issue and are managing an expedited review of your request. Should you have any further questions or concerns, please reach out to your customer experience supervisor for help. Thank you.

After 6 weeks and literally hours on the phone with Zenefits support I have not received Limited Purpose FSA funds reimbursement because they can't find the funds in my account.The major frustration is that the firm they have hired to field the participant calls doesn't have any interaction with Zenefits other than through a ticketing system that the participant-facing reps can read from. In the case of all 4 of the CSRs I've spoken to, not a one of them understands what is in the ticket and can only tell me that 'they're working on it, call back in a week'. There is no escalation and there is no one at Zenefits this can be referred to for quicker resolution. I'm out thousands of dollars in the mean time.

Hi *****, we spoke with a customer resolution manager who confirmed that you have been working with ******* to resolve the original issue but we are still working on reprocessing all the claims that got denied as a result of the original error. Our rep has escalated all of this with Alegeus and is going to directly manage this until it is resolved. Should you have any further questions or concerns, please reach out to ********************** and we will put you in touch with the customer resolution manager who is handling this issue. Thank you.

Hi *****, we spoke with a customer resolution manager who confirmed that you have been working with ******* to resolve the original issue but we are still working on reprocessing all the claims that got denied as a result of the original error. Our rep has escalated all of this with Alegeus and is going to directly manage this until it is resolved. Should you have any further questions or concerns, please reach out to ********************** and we will put you in touch with the customer resolution manager who is handling this issue. Thank you.

The Worst! I have not been able to set anything up in order to use it, and when I tried to cancel and get a refund they said NO! I paid for a full year and can't use this piece of c*** program. I want my money back.

Hi *******, we looked into your case. Our Implementation team tried to get in contact with you several times without response. If you are interested and available for implementation, please reach out to us at ********************** or contact your customer support rep to get the ball rolling again. Thank you.

I've been a customer of ****************** for 5 years and it is absolutely the worst company I have ever dealt with. They have,- ***orrectly terminated employee coverage for benefits for all of our employees.- Failed to file our tax reports on time. My business has paid fines because of their mistakes.- Routed us to a different customer support person every time so you have to start over explaining what problem you're still trying to solve.- Didn't get payroll set up correctly on-time after we switched from an LLC to an *** resulting in payroll coming from the wrong entity.- Disconnected calls / chats.- Told us they'd call back and then didn't.- Told us they aren't allowed to call back.- Told us it'd be 5 weeks to switch to ************** payroll which means them actually doing what their sales rep says they do and after 4 months of trying to get our account set up.Selecting Zenefits is sincerely the biggest mistake I've made in running my business since I started the company. It's been embarrassing and I've nearly lost employees over the decision to use them as a provider.Someone might respond to this review with a "we apologize" and "we'll contact you", but I don't think they will and even if they do it's not going to change their organization's complete disregard and lack of respect for what it takes to provide good customer service.

Hi *****, we apologize for the frustration and have verified that a member of our team has been in touch with you regarding your concerns.

I enrolled in a ************** Account with Zenefits through my employer. For the first couple of months, I received reimbursements quickly through a smooth process. In the beginning of September, I submitted two claims (for the same type of reimbursement as all previous), which were approved. The money never came. I've been waiting almost a month now, not just for my money, but for even any explanation! I and my HR Director have reached out multiple times each week and each time we're given the runaround, vague language around escalation, investigation, etc. When I call I am passed back and forth between the claims department and customer service. This company is completely unprofessional and I truly hope people in my position in the future find this review BEFORE you sign up for any deduction from your paycheck.

Hi *******, we apologize for any inconvenience or frustration you're experiencing. We have escalated this to a customer support supervisor who will reach out to discuss.

I can't believe this company is able to handle sensitive financial information. They do ZERO verification of identity when signing up for their services. They allowed a company to sign up for a payroll account on my behalf and then proceeded with allowing wire fraud to occur out of my bank account. When presenting this as fraud to Zenefits, they told me to go ask the banks for help. After initially reporting this as fraud, they continued to allow this account to operate on their platform withdrawing money two additional times. Oh, not to mention, good luck trying to get ahold of customer service. Run as far away as possible from this company. They do ZERO due diligence.

Hi *****, we are currently investigating this matter with the **************** authorities and, while we cannot comment on details here as it is an open investigation, we did identify and respond to the matter in under 24 hours, made multiple attempts to notify you (with no response back to us for several weeks thereby exacerbating the issue), have been repeatedly in touch with your bank, and are actively still working to resolve the issue. We recommend contacting your bank directly if you have any questions on the matter.

The signed us up for a three year contract for HR onboarding and payroll services. We never used the payroll part, and every time we onboarded a new person, the monthly charge just keep going up and up and up, even though we werent using them to do payroll. We cant cancel and now were paying Zenefits about $1,300 a month just to hold some signed employee forms electronically for us till the contract runs out. Forget about contacting anyone about your issues. Theres no way to call them. You have to email them, and theyre slow to answer. Worst payroll company Ive ever done business with. Were canceling and switching to Paycom as soon as our contract ends next May.Please dont sign up with these people without reading exactly what youre signing for. They have no problem tacking on extra charges as you go along, and auto billing your credit card every month. But the minute you try to actually discuss anything with them, theyre nowhere to be found. 0/10 do not recommend.

Hi Kat, we apologize for your frustration. We aren't able to identify you or your company based on the information given but we would like to escalate this to have someone in customer care reach out to you. Do you mind emailing us your full name, company name and best contact information to *********************** Thank you.

HORRIBLE!! Would give ZERO STARS if I could. We used Zenefits for small business payroll and HR for 2021. Despite notifying them before 31 Dec 2021 that changes were needed to some of our employee W-2s, the request was not acted upon until February 2022, well after the original incorrect W2s were generated. While they did eventually correct the w-2s, state and federal filings were incorrect or not made and we are still dealing with the fallout from this on both a corporate and personal level IN JULY 2022. You can't reach a person, there is no accountability, no one cares!! DO NOT USE!!!!!

Hi ********, we apologize for your frustration. Because you ceased being a Zenefits client before the corrections were requested, we aren't able per IRS guidelines to make any corrections on your behalf. We have assigned someone from our customer service team to reach out to explain further.