Reviews

This profile includes reviews 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

  

Review Details

• Review fromMargaret E

  Date: 12/05/2022

  1 star

  Margaret E

  Date: 12/05/2022

  Sure Payroll is incompetent of providing the services that they offer. I partnered with Sure Payroll to help me with my small business. Due to possible tax discrepancies questioned by employees I also felt there were discrepancies in the figures provided by Sure Payroll. I requested to have the documents sent to me for verification. Because I had recently parted with Sure Payroll I was told the account was archived and that I had to pay a $99 fee to gain access. The electronic form sent to me had some issues in which I could not select the state of ********** in the populated form. Due to no one being able to fix the problem within the I.T. Department I had to manually pull the paperwork and submit it via scan with my credit card information and signature. Once received, the paperwork would be expedited to a supervisor to ensure I'd have access. I did everything asked as still wasn't able to access the archived information. The website and representatives state it takes 24 to gain access. It's been 5 days and yet nothing. I call and verify my information am sent to another department to do the same process and am told there are no supervisors to escalate the issue??? The one supervisor I had contact with VIA EMAIL provided me a return phone number and extension that has a message that states: Our offices are closed at this time. On a Monday morning??? I've been told that a supervisor/manager are the same title and that I just have to wait for someone to resolve my issue. What issue? I requested a service, provided my info and was told access in 24 hours. It's been almost a week??? Worst run around customer service with no resolution. I've read the GENERIC RESPONSES from Sure Payroll and it's sad because every bad review I've read have been recent. There is truly an internal disconnect within SURE PAYROLL. I REALLY HOPE SOMEONE READS AND RESPONDS WITH A RESOLUTION FOR ME. -000STARS FOR THIS COMPANY. 15 reps, 1 supervisor?? 8 days total.
  

  SurePayroll, Inc.

  Date: 12/06/2022

  Thanks for contacting SurePayroll by way of the Better Business Bureau. We're truly sorry to hear about the experience that you've had with our customer service team. The experience that our customers have when contacting our team is important, and were sorry to hear that we missed the ***** I've escalated this to our Executive Resolution Team and a member of the team will reach out to learn more. I'll also email you separately so you'll have my information should you have additional questions. On behalf of the entire team, we apologize for the inconvenience.

• Review fromAnne A

  Date: 11/22/2022

  1 star

  Anne A

  Date: 11/22/2022

  Negative stars, incompetence leads to great expense for employer.Surepayroll dropped the ball and did not pay ** unemployment tax for one quarter. I hired them for a household helper in order to get all the tax parts correct. The *********** went ahead and took 4X the amount of tax that was owed, from an overpayment we had made to the state for taxes. I am supposed to file some sort of complex form, along with the hundreds of other things I have to do. I do not recommend this service. This will take a significant amount of work and hassle. It would Surepayroll them a few minutes.They were derelict in their payment of taxes, and they have left me holding the bag and burden of getting my money back. The people you actually talk to on the phone, and correspond with are very nice, but the people who can actually do something just tell you to do what you hired surepayroll to do.Epic Fail.
  

  SurePayroll, Inc.

  Date: 11/29/2022

  Thank you for contacting SurePayroll regarding your recent service experience. On behalf of the team, I apologize. Ive escalated the issue you describe in your review to the tax experts on our Executive Resolution Team. A member of the team will contact you once they review your account. I'll also email you directly, should you have additional questions. Again, apologies.

• Review fromdaniel k

  Date: 09/21/2022

  1 star

  daniel k

  Date: 09/21/2022

  Sure Payroll is terrible! I would not advise using them. The customer support does not respond in a timely manner or is capable of the most basic matters. The most recent bit of un professional work was when trying to change bank accounts for my payroll processing. They could not make this change for more than 3 weeks even though all steps were verified with a life operator as being correct.
  

  SurePayroll, Inc.

  Date: 11/30/2022

  Hi there, thank you for contacting SurePayroll through our Better Business Bureau page. On behalf of the entire team, I apologize for the experience you've had when using our service. I've escalated your concern to our Executive Resolution Team for further review. I'll also email you so you'll have my contact information should you have additional questions. Again, apologies.

• Review fromAnn F

  Date: 08/11/2022

  1 star

  Ann F

  Date: 08/11/2022

  I would advise against choosing this payroll company. If it was easy to switch we'd do it instantly. Their customer service is ok but when you have an issue, you can't get anyone to call you or take ownership for their mistakes. They failed to pay Unemployment taxes completely in the initial state the business was located in. It took months of emails and phone calls to regular CS reps who would state they'd escalate it but you could never get anyone who could actually do something about it on the phone. When they finally owned up, again only received an email without even an apology. Our tax rate is now increased (double) and after requesting again to speak with someone, I received a brief and rude email. On top of that, we are receiving additional notices with issues on paying/filing unemployment taxes from multiple states. Upon reading reviews, it seems they have multiple complaints on paying payroll taxes and where the $$ is going. They're responses posted on this page are generic and fake. RUN!
  

  SurePayroll, Inc.

  Date: 08/16/2022

  Thank you for contacting SurePayroll by way of our BBB page. On behalf of the team, I apologize that you are experiencing difficulty with your account. I've escalated your concern to the tax experts on our Executive Resolution Team for review and remedy. Someone from the team will contact you. I'll also email you privately so you'll have my contact information should you have additional questions. Again, apologies.

• Review frombrenda K

  Date: 08/08/2022

  1 star

  brenda K

  Date: 08/08/2022

  My employer and my self having been trying since January of 2022 to gain access to my account. I switched my phone number, my employer and myself changed it in the system and for months and several wasted hrs on the phone, with several debts and several case numbers the problem is still not corrected. I have no access to a live human, only email, and the live support requires you to log in to your account which I can not! Due to this company sending the verification code to my old no longer in use phone number, I find it obsurd and ridiculous that this issue is not fixed after 8 months of time energy and effort on my employer and myself. Poor customer service, and little to no support. I can not access my account, and I am told nothing..
  

  SurePayroll, Inc.

  Date: 08/09/2022

  Thank you for contacting SurePayroll by way of our BBB page. On behalf of the entire team, I apologize you are experiencing difficulty accessing your employee account. Unfortunately, we are unable to provide you access to your employers account due to privacy practices. However, I would be happy to escalate your concern to our Executive Resolution Team for review and remedy. I'll email you privately with further information. Again, apologies.

• Review fromLeslie G.

  Date: 08/04/2022

  1 star

  Leslie G.

  Date: 08/04/2022

  Its really zero stars. My grandmother signed up with surepayroll and we were working with an agent, ************************************. My grandmother was under the impression everything was in place due to her bank statement notification about their payroll center rollover and a letter from EFTPS stating her tax professional enrolled her to make deposits on her behalf. Then, two months later she got a letter from the state tx department stating no payments had been made since the last one she made before getting involved with surepayroll. I spent hours on the phone with them and after I thought I was getting somewhere, after being hung up on, I was connected to sales and rudely told they had decided they wouldnt work with my grandmother. The account was closed and the person helping me said they didnt tell her because they arent obligated to inform the customer. I tried to speak to someone higher up to get more answers but was rudely rebuffed.
  

  SurePayroll, Inc.

  Date: 08/08/2022

  Thank you for contacting SurePayroll by way of our BBB page. On behalf of the team, I apologize that your grandmother (and by extension, you) is experiencing difficulty with your account. Ive forwarded your concern to the tax experts on our Executive Resolution Team for research and remedy. Someone from the team will contact you. I'll also email you separately should you'll have my contact information should you have additional questions. Again, apologies.

• Review fromJosh M

  Date: 08/03/2022

  1 star

  Josh M

  Date: 08/03/2022

  SurePayroll does not deserve an A+ rating from BBB. They engage in deceptive business practices and appear to have deliberately designed their website to make it appear to cancel their service while, in fact, it is not canceled. When using their chat support, the chat support window covers up key elements of the cancelation workflow, on top of them using misleading visual elements to complete the cancelation process.So, on top of hold times in excess of two hours, incompetent chat operators that end sessions before resolution, misleading tax advice, they continue to **** you after you attempt to leave and, at the end of the process, force you to accept a new terms and conditions to continue the chat session.In addition to all of that, I had to hire my own tax professional to do what they claimed to do as part of the service.Do not do business with this company.
  

  SurePayroll, Inc.

  Date: 08/04/2022

  Thanks for contacting SurePayroll by way of our BBB page. On behalf of the SurePayroll team, I apologize for your unsatisfactory experience. I've escalated your concern to our Executive Resolution Team for review. Again, apologies.

• Review fromCassandra B

  Date: 07/26/2022

  1 star

  Cassandra B

  Date: 07/26/2022

  I am an accountant partner with this company and have dealt with them for many years. I submitted a case with them around August 2021 because I had stopped receiving my revenue share. The case still hasn't been resolved and they have not been responding to my emails or had any follow up for over a month. If you are an accountant, I would stay clear of this company. I would highly recommend Gusto as an alternative, not only is their customer service phenomenal, but I have NEVER had an issue with revenue share. Sure with SurePayroll you can **** it up higher, but if they don't pay it to you, what's the point? Let's just say I'm moving my final client away from them and ending the business relationship. To have an open case for a year and have no explanation yet is just simply unacceptable and very poor business practice.
  

  SurePayroll, Inc.

  Date: 07/28/2022

  Thanks for being a member of the SurePayroll reseller team. On behalf of the entire SurePayroll team, I apologize for your recent experience with our reseller program. I've escalated your concern to the head of our reseller team for review and remedy. I'll follow up with you separately by email so you'll have my contact information should you have additional questions.

• Review fromAlnetra Z

  Date: 07/13/2022

  1 star

  Alnetra Z

  Date: 07/13/2022

  OMG just like other business owners I wish I could give ZERO stars. I regret the day I signed up with this company. As a new business owner the last thing I want is to have tax issues, and because of Sure Payroll my account with the State has been labeled as DELINQUENT, meanwhile they've been collecting the taxes every time I run payroll, but decided to not the pay the State on my company's behave, or check this out according to the state some quarters they paid half of the taxes. This company is bad for small business owner trying hard to figure out how to grow their businesses. EVERYONE PLEASE RUN FROM SURE-PAYROLL. How can you be collecting taxes from my business, I'm paying you to file and pay these taxes but you're not. All I want from you guys is to just pay the taxes that were collected to the State, I paid for that service, I shouldn't be responsible for paying it twice.
  

  SurePayroll, Inc.

  Date: 07/14/2022

  Thanks for contacting SurePayroll through our Better Business Bureau page. On behalf of the entire team, I apologize that youre experiencing an issue with your account. Ive forwarded your concern to the tax experts on our Executive Resolution Team for research, review and resolution. I'll email you separately so you'll have my contact information should you have additional questions. Again, apologies.