Complaints

This profile includes complaints for SurePayroll, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SurePayroll, Inc.

  911 Panorama Trl S Rochester, NY 14625-2311

  
• 

  SurePayroll, Inc.

  2700 Patriot Blvd Ste 300 Glenview, IL 60026-8030

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using SurePayroll since 2023 and have started using it for the 3rd year but I can't say things are going well. The main problem is that my 2024 401k contributions were set up to go to a pre-tax insurance account which I was advised to by your support since the payroll was preventing me from going over the pre-set limit for under-50s. I could not put the over-50 catch-up amounts in the retirement account (and still can't seem to find where to do that for 2025). As a result, my corporate tax accountant says that my W2 is incorrect since the ******** wages don't reflect the 401k contributions I made in 2024 and the retirement account box is not checked. This will mean a W2c will have to be issued (and I need to set it up correctly for 2025, which is not currently the case). I also over-contributed in 2024 and had to cancel and re-run a payroll to fix this in 2024 which again incurred more time and costs. I have to say I never had these problems with the previous software I used in the past. Yesterday I called to see where my W2c is in the queue and it seems it's anywhere from ***** weeks away which means sometime after the personal taxes are due. I feel like this is unfair since I am only in this predicament because I was advised by the support team to allocate my 401k contributions to a pre-tax insurance account. I asked to speak to someone senior and was transferred to a manager but it was only their voicemail. I also did not get a call back which further increased my level of frustration and lack of confidence in the support I can expect to receive in fixing this problem.The problem seems to be the quality of support is variable and I can't seem to find anyone competent to work with on a consistent basis. In fact, I have called a couple of times in the same day and gotten different answers to the same question. There's never any accountability and you're always sent back to the same hotline number where the cycle begins anew.

  

  Business Response

  Date: 02/10/2025

  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

  Date:02/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used NannyChex from September 2020 through July 2023. In August 2023, we closed our account with NannyChex. NannyChex became SurePayroll after that. We received an email in November 2023 notifying us of this change but also acknowledging we did not have an open account with either company. Without any action from us, SurePayroll started charging us a monthly fee in September 2024, more than 12 months after we closed our account with NannyChex. We called SurePayroll to report the issue in January 2025. We were told we didnt even have an account with **********************. They had to create an account for us to be able to cancel the service for which they were charging us a monthly fee. We were told at that time that there would be no more charges, and SurePayroll would open up a service ticket to investigate the charges. However, we were charged again the following month (February 2025). We called again and were told the account was closed, so there should not have been more charges. After investigating the charges, the representative said they would issue a refund for the 6 months they had charged us without authorization. On February 3, 2025, we were sent an email from SurePayroll saying, A refund of ***** will be sent to cover the 6 months charge of $12.50 a month. The account is fully closed and will be no billing going forward. We requested this email as evidence of what we were told by SurePayroll. So far, there has been no refund.

  

  Business Response

  Date: 02/05/2025

  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 review, and a team member will contact you directly to provide an update on the resolution. Once again, please accept our apologies.

  Customer Answer

  Date: 02/06/2025

   
  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

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired SurePayroll to process payroll for my Company on June 6, 2024. The first payroll commenced in September 0f 2024. The company does not have any employees and I am the single owner member of the **** From the beginning I indicated to SurePayroll's customer service contacts in writing and even sent a State of *************************** sheet indicating, in ********* based upon not having any employees and being a sole owner of the business, I can opt out of participating in *********************** I am also 75 years old and receive Social Security. Given the dollar amount of Social Security I receive and the minimal income I take out of the company, I would not qualify for ********************** anyway if I filed. Once again, I told and confirmed in writing to SurePayroll of this issue a number of times and it fell on deaf ears. I received an email from SurePayroll on November 11, 2024, indicating they could not process the Minnesota Unemployment return for reasons that had already been addressed months ago with SurePayroll. Obviously they did not understand what I had told them. I received a Demand Letter from the State of Minnesota on December 6 indicating that the State was missing the withholding Tax Return. This should have been completed and submitted by SurePayroll. I called SurePayroll after I sent the Demand Letter in and reiterated once again what I had been telling them all along about State Of Minnesota Unemployment Tax. In *******, I began receiving emails from SurePayroll asking for written verification of my election not to participate in State Unemployment. I was sent a form in mid ******* entitled Amendment/Adjustment Form. This form indicated that I would have to pay SurePayroll for any changes to my monthly payrolls that have to be done based upon the Tax issue. Plus it would take up to 12 weeks to prepare the changes. This is absurd as they were aware of this issue dating way back to June, 2024 and chose not to do anything.  

  

  Business Response

  Date: 01/27/2025

  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. A member of our Executive Resolution Team will contact you directly to resolve the issue. Once again, please accept our apologies.

  Customer Answer

  Date: 01/28/2025

   
  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

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up payroll processing with them. All state required tax withholding were submitted. No processing of quarterly tax forms required, just calculations of paychecks after withholding. I got to the end of the quarter and found that they were not deducting one of the required withholdings. This is a per hour amount for a full quarter. This leaves us stuck footing the whole bill... on December 20 I spoke to a supervisor and she said "I see where you submitted that agency amount, they just missed setting it up. " I requested a small credit ($611 - not the whole amount) to my account and it be fixed. I was told to expect a call back by the following Monday. No call, I waited to see if it was cuz of holidays. Still no call. I processed my next payroll on Monday 13th. That amount still is not set up on my account. When I called I was told "I'll nitrate the account that you called and the supervisor will see it. "

  

  Business Response

  Date: 01/24/2025

  Thank you for sharing your feedback on our BBB page. We genuinely appreciate your concerns and your effort in bringing them to our attention. I understand that a member of our Executive Resolution Team has contacted you to discuss a solution. We sincerely apologize for any inconvenience this situation may have caused you, and we are committed to enhancing the customer experience. We hope you will give us the opportunity to serve you better in the future.

  Customer Answer

  Date: 01/29/2025

   
  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

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used SurePayroll software for just over a year as an Accountant Reseller preparing payroll for approx 30 companies. This was supposed to be a full-service guaranteed product that I've had NOTHING but problems with - a software that was supposed to make my life easier (for a hefty price) required me hiring on an additional person just to field the problems and the mistakes. I've had 30+ open cases of issues. If that wasn't bad enough, I've not been able to get resolution. I had an address change on a client that took 5 months to get resolved.

  

  Business Response

  Date: 01/16/2025

  Thank you for reaching out to SurePayroll through our BBB page. We apologize for any inconvenience you have experienced and appreciate the chance to address your concerns. Our Resolution Team has reviewed your account and is actively working to resolve the outstanding issues promptly. We highly value your feedback and will consider it as we strive to enhance our services. Once again, we sincerely apologize for the inconvenience.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22783247
  
  I am rejecting this response because:  "we are working to resolve this issue" is the standard response to every case I have had with your company and all I've heard.   I do not think I have had any issues that have actually been solved or resolved.   
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 01/24/2025

  We appreciate the follow-up on your case and understand that a dedicated member of our Executive Resolution Team is working with you directly on the resolution. We extend our sincere apologies for the inconvenience you have encountered.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22783247
  
  I am rejecting this response because:  they don't ever resolve anything.  Since my complaint was filed, I was told I should be receiving a refund for half of the year end invoice amount for discounts I was told I would receive ($1,700) ... no refund received.  I've regularly followed up with my assigned customer *** regarding year end ***orts ***** and ********************** still doesn't have them available.   I have W2s for 1 out of 30 companies.   These are required to be sent out tomorrow and I'm not sure that I can get 29 companies worth of W2s out within the deadline.   I called the generic customer service/support line this morning and she didn't show any ready either.  I've followed up again with my dedicated person, her supervisor and my sales ***, but no one responds.   I paid for an extra month of this service (January 2025) so that I would make sure to not have any issues and yet I've had nothing but issues AGAIN.   I can't reach anyone higher than the front line customer service *** to get any resolution.   Nothing has been resolved.   However, their standard boilerplate responses on "they are working on it" are polite.   
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 03/20/2025

  Thank you for reaching out again about your case. We truly appreciate the concerns you've shared with us and the effort you've taken to bring them to our attention. I understand that a member of our Executive Resolution Team has been in touch with you to address all the issues. We sincerely apologize for any trouble this situation may have caused you, and we are genuinely committed to improving your experience with us. Your feedback is important, and we hope to have the chance to serve you better in the future.

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22783247
  
  I am rejecting this response because: nothing actually gets done.   I'm still fielding letters from taxing authorities.  I still have cases that don't show resolution with the taxing authorities and I spend my time just waiting for the next letter to come.   I want a refund for all the time and effort and monies I lost due to this inferior and subpar software and service.  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/01/2025

  We appreciate your patience during this process as members of our Executive Resolution Team continue to work with you directly to resolve any remaining issues within the next 30 days. Again, we apologize for any inconvenience this situation has caused.

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled services with Sure Payroll With ******* effective December 31, 2024. I have not been using their services since June 2024 and only canceled effective December 31, 2024 so Sure Payroll would file the W-2 for 2024. Sure Payroll charged me on January 2, 2025 for the recurring $12.50 monthly fee. I need this $12.50 to be reimbursed to me, I need Sure Payroll to remove my bank account information from their system and for them to stop illegally charging me.

  

  Business Response

  Date: 01/08/2025

  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. A member of our Executive Resolution Team will contact you directly to resolve the issue. Once again, please accept our apologies.

• Initial Complaint

  Date:12/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started July 2022. Switched from QuickBooks online so that internally I could have my staff do reconciliation (bookkeeping) without them seeing how much I paid each other. BIG MISTAKE! Because I switched within a few days of 3rd quarter it is resulting in probably 50 hours or more of waisted time talking with IRS, CPA, Bookkeeper, QuickBooks, SurePayroll, and my staff to redo and fix the issue that is still ongoing. Including trying to get reimbursed for over $11,000 from *** and at least $1000 in penalties. Also, they offer a service with Stratus Time that is also glitchy and waisted time trying to fix issues for 4 months. I told them, but no refund, adjustment, or otherwise. Finally fixed, but afraid to use it and still being charged. I expected them to fix the issue (partially due to inadequate training in my opinion). Tired and still dealing with issue.  

  

  Business Response

  Date: 01/07/2025

  Thank you for reaching out to SurePayroll via our BBB page.We apologize for any inconvenience you may have experienced and appreciate the chance to address your concerns. A member of our Executive Resolution Team will reach out to you directly to discuss your issues. Once again, we sincerely apologize for the trouble you've encountered.

• Initial Complaint

  Date:12/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this service for a few years. I had a 3rd *** but prior months I set up a backup funding mechanism to prevent the timing of deposits. I was charged a $400 fee by Sure Payroll. This fee is predatory and abusive and hidden in terms an conditions and I fee its an unfair charge since I did set up a way to cover any losses. I would like this fee removed.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to SurePayroll through our BBB page. We apologize for any inconvenience you have experienced, and we appreciate the opportunity to address your concerns. I understand that a member of our Executive Resolution Team has contacted you directly and that the issue has been resolved. Please accept our apologies once again.

  Customer Answer

  Date: 01/07/2025

   
  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

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using SurePayroll to pay my household employee (a nanny) for nearly 2 years. Part of this payroll service includes filing federal and state/local taxes. SurePayroll has failed to do this correctly on multiple occasions and I now have multiple notices and open cases with the *** and local tax authorities about late payments and fines. I have been contacting SurePayroll about this for months and they have yet to correct this. They have been either dismissive or non-responsive to my requests. I want them to correct this issue ASAP by filing the appropriate paperwork and tax payments, and cover any fines.

  

  Business Response

  Date: 12/30/2024

  Thank you for following up regarding your case. I understand a member of our Executive Resolution Team has reached out to you and is actively addressing your concern. They will contact you with an update shortly. Once again, apologies for any inconvenience you're experiencing.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use SurePayroll to process payroll for my part time nanny. My nanny switched her bank account and provided us the wrong routing info, so we incurred a rejected bank fee. That is not the complaint. I accept that as our (my) problem. However the bank account details got reset and entered incorrectly again, this time I noticed BEFORE the direct deposit went out AND BEFORE the payroll cut off. My husband called twice yesterday and I called again this morning to cancel the direct deposit for 11/25 (cutoff is 2pm 11/21; we called since 11/20). The website says to call to cancel a direct deposit. Yesterday someone told my husband they would cancel it and it would show as canceled within an hour. That did not happen. Today someone told me it is not possible to cancel. I am upset because I have received conflicting information and no one has been able to help me. I want to cancel the 11/25 direct deposit so I can reprocess it before my cutoff of 11/21, 2pm local time however YOU are not letting me do this. When this payment gets rejected and you try to charge me a returned payment fee, I will not accept it because YOU have not processed the cancelation as I instructed you to. Under Regulation E you are required to cancel my pre-authorized transfer when I notify you plus you say this on your own website!! I asked for a supervisor to call me back today, however the representative said she would see what she could do and was not optimistic. That is poor customer service. Because of YOUR failure to cancel the direct deposit for 11/25, YOU need to be responsible when the bank returns it. I have notified you of an account number issue. FURTHER, you also noted this and changed it to a paper check because of this however the 11/25 direct deposit was already in flight so you will not change it. It doesnt make sense and your failed policies are not my problem. When I get the inevitable charge for returned payment of the 11/25 deposit, I expect a refund.

  

  Business Response

  Date: 11/27/2024

  Thank you for reaching out to SurePayroll through our BBB page. We apologize for any inconvenience you have experienced, and we appreciate the opportunity to address your concerns. I understand that a member of our Executive Resolution Team has contacted you directly and that the issue has been resolved. Please accept our apologies once again.

  Customer Answer

  Date: 12/02/2024

   
  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,
  
  ****** *******