ComplaintsforSurePayroll, Inc.

Payroll Services

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Initial Complaint
05/25/2024
Complaint Type:
Product Issues
Status:
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.
The issue started when SurePayroll set up my company profile in 2018 incorrectly as a household employer. I requested that SurePayroll set me up as an S corporation. They were instructed to withhold taxes and pay them quarterly in which they did. However, They never filed the yearly tax return or the quarterly tax return. When I discovered this I requested that SurePayroll complete amendment returns. The *** subsequently charged me $9556.56 in penalties and interest charges. I have since tried to resolve this issue with SurePayroll since September 2023 to no avail , I have made numerous phone calls and spent countless hours being promised a return phone call and one never happens. Within the last eight weeks, I have spoke with five different individuals and each time promised a recall back from a supervisor. This never occurred.I finally received an email from a supervisor who stated he would follow up with me and resolve my issue within two days , I never received an email or a call from that supervisor. I followed up with him again and his response was he needed additional time to complete the investigation? I pointed out that they have already had nine months to investigate this issue. It has been 10 days and I have still not received a resolution . I have uploaded countless documents as evidence and opened several cases with SurePayroll. This is by far the worst customer service and resolution I have ever experienced as being a business owner. SurePayroll needs to take some accountability for their actions and lack of response and customer service.
Business response
05/31/2024
Thank you for reaching out to SurePayroll through our BBB page. We are sorry for any inconvenience you may have experienced, and we appreciate the chance to address your concerns. I understand that a member of our Executive Resolution Team has reached out to you directly to work with you on finding a solution.
Once again, please accept our apologies.
Customer response
05/31/2024

Complaint: 21760202

I am rejecting this response because:
they have done done anything to resolve the issue besides call me. They are supposedly looking into it.

Sincerely,

***************************
Business response
06/11/2024
On behalf of the entire team, I apologize for the difficulty that you're having in resolving your issue. I understand a member of our Executive Resolution Team has followed up with an update regarding your complaint. Once again, apologies for any inconvenience you're experiencing.
Customer response
06/18/2024

Complaint: 21760202

I am rejecting this response because: SurePayroll continues to misinform the BBB and all of its clients. The only correspondence I have had from them is that someone is looking into it. Then I do not receive further followups. This issue has been ongoing since September of 2023. They are very unprofessional and untruthful.

Sincerely,

***************************
Initial Complaint
05/20/2024
Complaint Type:
Billing Issues
Status:
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.
Surepayroll deducted money from our account each month to hold to pay employee and employer taxes quarterly. For 2nd quarter 2023 they deducted the correct amount from our account but did not pay the *** the correct amount, so we now owe money and ****************** to the *** for the money not paid to the *** but held by Surepayroll.
Business response
05/30/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. I understand a member of our Executive Resolution Team has contacted you and is working directly with you on a solution.
Once again, please accept our apologies.
Initial Complaint
05/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
CD& A Auto Repair, (the business entity filing this complaint) was contracted with SurePayroll as an HRIS. We had an issue occur with billing but resolved it, however, I have not been able to access or provide employee 2023 W@ and the time is well past and no one at Square is attempting to resolve the problem and I am legally responsible to provide this document.
Business response
05/21/2024
Thank you for reaching out to SurePayroll through our BBB page. We are sorry for any inconvenience you may have experienced, and we appreciate the chance to address your concerns. I understand that a member of our Executive Resolution Team has reached out to you directly to work with you on finding a solution.

Once again, please accept our apologies.
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was new to sure payroll, I needed help adding an employee on the second tax quarter of last year because their site was having issues, The customer service rep told me that I had to get a tax number for LA since the employee lived in LA even though they worked in AR where our company is based, which was not accurate I later found out, no matter how many times I tried to explain the issue I got the run around I couldn't even get a tax number for La because we have no buisness there, finally I got a rep that fixed this and started taking taxes out in **, so I thought everything was resolved until it was time to send W-2s, I was given 2 for this employee, 1 for La and 1 for AR but the 1 from La was not valid, got the run around for weeks from surepayroll until 1 rep sent me an amendment form and said I had to pay for this which was over $200.00 but it was their mistake in the first place. I asked the rep why this wasn't fixed when they fixed the state issue last year she got rude and said it was for me to fix which again didn't make sense because I pay them to do the payroll taxes. I was supposed to get a resolution letter within 30 days of sending the amendment form in, well that was Feb 7th this is May 13th I have called and called and called, I keep getting different run around stories, it's another 12 weeks after you get the resolution letter, I had 3 reps tell me that this was already in the 12week process, then today's rep told me it wasn't and I was still waiting on letter I was supposed to get after 30 days it has been 90 days and still getting the run around, I keep having to tell my employee these run around stories and it's made me look very unprofessional. I need an absolution letter so this can be fixed and my employee can file their taxes, I also shouldn't be paying over $200.00 for a mistake I did not make it was surepayroll's mistake. My case number is W1009251.
Business response
05/20/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. I understand a member of our Executive Resolution Team has contacted you and is working directly with you on resolving this issue.
Once again, please accept our apologies.
Customer response
05/21/2024

Complaint: 21705670

I am rejecting this response because:
After speaking with surepayroll it was realized that they did not ever ask me to file for a WHW # for taxes only an unemployment tax # so the rep could not move forward until I sent them the new WHW #, rep even gave me his email to send the # to him directly, well I sent the new # and to the email never got a response and that was yesterday no response today, I tried to call and of course they wouldn't forward me to the rep I spoke with the other day, same run around.
Sincerely,

***********************
Business response
05/28/2024
We appreciate the follow-up on your case and want to assure you that a dedicated member of our Executive Resolution Team is actively engaged in seeking a resolution with you directly. We extend our sincere apologies for any inconvenience you have encountered.
Initial Complaint
05/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Surepayroll has not filed the appropriate payroll documents to the state of **** (where I had an employee). After several attempts to get them to submit the paperwork and confirm the work has been done - nothing happens. Surepayroll continues to give us the run-around. I explained to them on my last call that the state of **** was going to penalize me for a late submission. I even tried to escalate to a manager and was promised a return phone call within 48 hours on April 25, 2024. No call and no action. If I am charged the late fee Surepayroll should pay it. Their customer service is horrible and the fact that you cannot speak with a manager or get a return phone call is disturbing. In addition to Surepayroll doing their job and submitting the proper paperwork to the state of ****, I still want to speak with a senior-level customer service person. My case # is **********.
Initial Complaint
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We have partnered with Surepayroll to pay our state and federal taxes. They have on numerous occasions not paid the ** Unemployment taxes on time. This has caused us to have to pay a higher tax percentage and even had liens taken out on our property. They state that they are not receiving the correct tax rate from us to calculate the amount to withhold. I spoke with the representative from the ** Department of ********** Workforce and she stated that the documentation is sent to both the agency and the client when there is a rate change notice. There was an incident when Surepayroll failed to file the fourth quarter wage files for 2022. This was not discovered until April 2024 when we were trying to purchase a home and we had a lien on our property. I called Surepayroll about this and they submitted this right away. I don't understand why this couldn't have been done on time. We would like a refund for the penalty and late charges that were charged to our account.
Business response
05/14/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. Your comment has been forwarded to our Executive Resolution Team for investigation and resolution. A team member will reach out to you shortly to get more information from you.
Once again, please accept our apologies.
Customer response
05/16/2024

Complaint: 21645879

I am rejecting this response because: We will not be signing the attached document. We will not agree to the terms of allowing Surepayroll to continue their current practice. The fourth quarter of 2022 has been filed and paid properly as of 5/16/2024. As of current we are still outstanding for third and fourth quarters of 2023 and the first quarter of 2024. We are still requesting that Surepayroll refunds the penalty and interest due from the late payments to the ************* of ********** Workforce.

Sincerely,

***********************
Business response
05/24/2024
Thank you for following up regarding your case. I understand a member of our Executive Resolution Team is actively working on a resolution with a representative from your company. Once again, apologies for any inconvenience you're experiencing.
Initial Complaint
04/30/2024
Complaint Type:
Product Issues
Status:
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.
I cancelled my Payroll service with Sure Payroll on March 14, 2024. I was told the following information in an email communication:"Hello *****************************-We want to confirm that your payroll service has ended.Please take note of the following important details regarding your service termination: SurePayroll will stop filing and deposits today.You will be billed on the 30th of the month for the remainder of your service.We will not file annual filings including W-2/1099-NECs.We will stop all tax **************** any taxes not previously deposited on March 14, 2024.Any tax monies SurePayroll has collected but were not remitted to an agency will be returned to you.You will have access to your reports until April 30, 2024. Your employees will have access to the employee website until April 30, 2024.Please keep this email as your receipt and confirmation of ending your payroll services with SurePayroll for *****************************. We thank you for your business and hope you will consider SurePayroll for future payroll needs.If you have any questions or concerns, please don't hesitate to contact us at **************.Sincerely,SurePayroll ************* Department"I then received a refund on my state and local taxes to the amount $380.13 on April 16th-- without any explanation from Sure Payroll. I reached out immediately, and due to the timing of their payment, it was too late in time for me to remit January and February taxes without penalty or interest payments. I thus had to pay $22.11 in fees. Next, I received a refund of $862.10 on April 30th, for Q1 federal income taxes. Some of these taxes were due bi-weekly throughout the quarter. As a result, I am now overdue on these taxes. The reason we canceled with Sure Payroll in the first place was because they repeatedly failed to remit taxes I owed. Now, they are continuing that behavior, presumably as retaliation for cancelling my service.
Business response
05/08/2024
Thank you for contacting SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the opportunity to address your concerns. I understand a member of our Executive Resolution Team has contacted you and is working directly with you on a solution.
Once again, please accept our apologies.
Customer response
05/16/2024

Complaint: 21646969

I am rejecting this response because:

Hi there,

Can you help me to reopen this issue? I heard back from SurePayroll that I would receive a refund on the fees I incurred once I sent along documentation. I sent along that documentation on 5/13/24 and have yet to hear back.

Please see attached of record of that communication and re-open the case on my behalf.

Thank you,
Lauren

************************* ******** (she/her)
************ | Conceptual Consulting | LinkedIn
Schedule a meeting with me on Calendly

Business response
05/24/2024
Thank you for following up regarding your case. A member of our Executive Resolution Team has confirmed that a refund was issued. Once again, apologies for any inconvenience you're experiencing.
Initial Complaint
04/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Due to the sudden death of my spouse on 06/28/2023, ***********************, I have been left with the task of finalizing everything and closing his business, The ***************** ***** Failure to return calls to resolve bookkeeping issues, Inability to access account to print off W-2 for 2023 tax season. I have left several messages with their "special care" representative requesting if they won't give me access to print my own documents, then please print them and mail them to me. All of my requests have fallen on deaf ears. This has caused me so much distress, my next option will be to go legal. I have tried to be a patient person by going thru the the proper channels, They obviously don't understand what ****************** is. They have also deducted for payroll services every month when none are being provided.
Initial Complaint
04/21/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I used SurePayroll to pay my nanny. With each payroll, SurePayroll withdraws the employer and employee portion of the taxes and is supposed to remit these taxes to the appropriate state and federal agencies every quarter. Due to poor customer service, I cancelled my account with ********************** on Feb 25, 2024. From Jan 1, 2024 to Feb 25, 2024, there was a total of $2342 employer and employee taxes that were deducted from my checking account - ********************** is not remiting this money to the appropriate tax agencies and is not refunding me the money either so I can submit the taxes myself. I have contacted them numerous times and I cannot get a satisafacotry response. In essence, this company has stolen $2,342 from me and is refusing to return that money.
Business response
04/23/2024
Thank you for reaching out to SurePayroll through our BBB page. We are sorry for any inconvenience you may have experienced, and we appreciate the chance to address your concerns. I understand that a member of our Executive Resolution Team has reached out to you directly to provide an update on the resolution. Once again, please accept our apologies.

Customer response
04/24/2024

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.

Sincerely,

*********************
Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On February 28, 2024, I received a delinquent tax notice from the ******* of ******* for failure to file a payroll tax withholding return for Aug 2023. $312 was withheld and taken from my bank account but not paid to the state. I forwarded the notice to Surepayroll on 2/28/24 and received an email stating it was received and they would respond within 30 business days. I have emailed and called multiple times and no one can provide an update other than to tell me there is no activity on the notification and no one has responded to my emails. There is a 5% failure to pay, 25% failure to file and 8% interest accruing on the amount due. I would take care of this myself but the money was already taken from my account and I am also paying a monthly fee for SurePayroll to perform these services. I am a CPA so this is extremely frustrating and embarrassing for me . I realize the amount is small but I consider this fraud as the money was taken from my account to be turned over to NCDOR and was not.
Business response
04/15/2024
Thank you for reaching out to SurePayroll through our BBB page. We are sorry for any inconvenience you may have experienced, and we appreciate the chance to address your concerns. I understand that a member of our Executive Resolution Team has reached out to you directly to work with you on finding a solution.
Once again, please accept our apologies.
Customer response
04/16/2024

Complaint: 21566543

I am rejecting this response because the issue is still not resolved. I did receive a phone call after the complaint indicating they were working on it and to give them another 5 days to resolve. It merely requires a response to the ***** to the delinquent tax notice I sent on 2/28. Waiting longer than 30 days for a response, having to file a complaint to even get a response and then being asked to wait an additional 5 days for them to resolve is extremely frustrating. I will close the complaint once the issue is resolved.

Sincerely,

*****************
Business response
04/22/2024
Thank you for following up and sharing this information. I understand that our Executive Resolution Team addressed the issue and has reached out to you regarding the resolution. On behalf of the entire team, I apologize for your unsatisfactory experience.

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