Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Terrible experience with GTM Payroll Services. I paid GTM to handle payroll for my nanny, and I ended up owing far too much money to the State due to GTM not having the necessary Tax IDs. I have seen at least one other review citing this same issue. Yes, GTM did send me two very inconspicuous emails regarding the missing tax IDs. However, GTM sent me dozens if not hundreds of emails over the same period, so I did not even notice the relevant emails. When someone finally did contact me personally by email (note that nobody ever called me) they were not able to resolve my issue. In retrospect, working with GTM was a waste of money - I do not recommend their services.

  

  Business response

  12/18/2024

  When Adam signed up with GTM, we notified him that we couldn't register him for his state tax ids new due to a new rule in Pennsylvania. He was notified by our client support and tax teams multiple times over the course of seven months that we needed his tax ids to file his quarterly household employer taxes. After terminating his service with GTM, we terminated his state tax accounts as a courtesy. Once we were finally provided his tax ids, we back filed his household employer taxes and brought everything up to date with the state. The state assessed a penalty due to late filings, which could have been avoided if we received the tax ids in a timely manner. Adam has a balance of $280 on his GTM account. We can refund that entire amount to him. Or, if he would like our year-end service, we can deduct that amount from his balance and refund $62. Thank you.

  

  Business response

  12/19/2024

  The $280 comes from unused monthly service fees (4 months @ $70/month).
  
  GTM would refund the money using to the payment method we have on file.
  
  In most cases, we don't generate physical checks.

  Customer response

  12/24/2024

  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.  Regards, **** *******

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with GTM as a small business because I hired a household employee (nanny). I paid $720 upfront for the year of services. The sales representative waived the $95 setup fee because I had already taken all of the steps before signing up for services with registering with the federal and state agencies. After 3 payroll's, I decided to move my child to a nursey school instead of using nanny and so I reached out to GTM to stop their services and request a refund of any unused amount. They said they would refund me any unused amount and then offered for me to pay $75 for them to notify the state and federal agencies that I no longer have a household employee. On 6/10/2022, I requested to stop services. They indicated that because I technically paid my employee for three months of services although I only used their services for two months, I would be charged for three months. Then they would also withhold $200 for end-of-year tax services. On 6/28/22, I received a notice that GTM didn't keep my state employer information which I sent them at the beginning of our relationship on file and they needed me to call the CO department of labor to get all of my information. Since I felt that they hadn't followed up properly, I reached out to the service department to request a refund of the additional $200 because I didn't trust that they would provide the services I needed as for as tax reporting was concerned. The original refund was never processed and then after I asked for the additional amount back, they decided to not waive the $95 setup fee and charge that to me. I think this company is predatory and they should be ashamed of taking advantage of a young family. I am working my hardest to make sure that I pay my taxes and pay for the services for which I have used and I feel that this is unfair business. I would like for them to be contacted for them to refund me for the full amount that was not used.

  

  Business response

  07/19/2022

  We have refunded **** the additional $95 which brings her to $540 in total refund. She has paid $180 for her three months of payroll processing ($65/month). Our client services manager has also reached out to **** regarding some additional information we need.

*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. ↩