ComplaintsforHeartland Payroll Solutions, Inc.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Heartland misprinted/ miscalculated W2 forms for ******* ****. and *** **** *****, two ***** contracted businesses. They admitted that they made the mistake and agreed to fix it, reprint and resend the correct W2. They sent the new forms out but they were identical to the previously misprinted forms. This all happened between Jan 2024-March 2024. Our accountant refused to process our taxes because the forms were incorrect, so we were forced to file an extension until October 2024. After consulting with our accountant in April 2024, we reached back out to Heartland for a third amendment of these W2 forms. We still haven’t received our correct W2 forms, and Heartland keeps telling us that they are “expediting” our issue. It’s now been 8 months with no correct W2 forms and we only have 1 month remaining of our extension. We need Heartland to fulfill their duties and process our W2 forms CORRECTLY within the next 4 weeks.

  

  Business response

  08/26/2024

  Good Morning,

  
  Thank you for reaching out to us and bringing to our attention the feedback this client has provided about their most recent experiences with us. We are sorry to hear that the services they have been receiving are not up to par with the quality standards we strive for when serving our clients. We are working internally to address the issues that have occurred and to ensure they are resolved as timely as possible. We will also provide ongoing training to our employees to improve services moving forward. Our Client Success team will be reaching out to check in with the client and offer support with any outstanding concerns.
  

  
  

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ****
  
  
  
  
   

  Customer response

  08/29/2024

  I will not be satisfied until I have my corrected W2 forms in my possession. We received an email from Heartland saying they’re still working on it, but they cannot provide me with any real updates or a guaranteed deadline. 
  

  Other employees have had to pay the IRS up to 6k due to filing their taxes with these incorrect forms. 
  

  Unless Heartland wants to cover the extra costs of filing with incorrect forms, I need the correct W2 forms no later than September 30, 2024 to be satisfied. 

  

  Business response

  09/03/2024

  Good Afternoon,

  We do apologize for the length of time that the adjustments have taken for your businesses and the employees W2s. We received confirmation that *** **** ************** **** did have its adjustments complete as of 08/28/2024. Our tax team is currently working on ******* *********** and the W2 adjustments at this time, I have reached out to advise on the the requested completion date of 09/30/2024. We will have them reach out and update as soon as possible once the adjustments for ******* *********** are complete. 

  Customer response

  09/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate the update. I need the physical forms in our possession no later than 9/30/2024 for both companies before I will be satisfied and close this case. Thank you. 
  
  Regards,
  
  **** ****
  
  
  
  
   

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have ben trying to contact Heartland's Tax department for two years regarding a failure to submit payroll taxes to the IRS. Funds were sent to Heartland each payroll period and deductions reconcile with our bank statements and payroll reports from Heartland. Numerous calls and emails have gone without reply. We have been told on every phone call that the request will be forwarded t the tax department, but we never hear back. A letter and copies of all reports and documents were sent registered mail demanding response, but none has been received. Our next step will be to contact a tax attorney to determine where the funds deducted from our bank account are.

  

  Business response

  08/19/2024

  Good Morning,

  Thank you for reaching out to us and bringing to our attention the feedback this client has provided about their most recent experiences with us. We are sorry to hear that the services they have been receiving are not up to par with the quality standards we strive for when serving our clients. We are working internally to address the issues that have occurred and to ensure they are resolved as timely as possible. We will also provide ongoing training to our employees to improve services moving forward. Our Client Success team will be reaching out to check in with the client and offer support with any outstanding concerns.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Heartland Payroll regarding the substandard service our company has experienced since transitioning to their payroll services in 2023. The issues we have encountered with Heartland Payroll have been both numerous and severe, causing significant disruptions to our business operations. Firstly, Heartland Payroll mishandled our quarterly tax filings in Q2 2023, leading to numerous errors that have required extensive time and effort to resolve. Despite our constant attempts to contact them, our Q2 2023 tax filings remain incorrect, and we have not received any updates or resolutions from Heartland Payroll. This prolonged inaction is unacceptable and has created ongoing complications for our business. Moreover, several deduction codes were set up incorrectly, resulting in duplicate deductions for numerous employees. This error has yet to be resolved, despite our numerous efforts to rectify the situation with Heartland Payroll. It is clear from our experience that Heartland Payroll is failing to provide the level of service and attention to detail that is expected from a payroll service provider. Their lack of competency and reliability has eroded our confidence in their ability to accurately fulfill their responsibilities. We request that the Better Business Bureau investigate this matter and take appropriate action to ensure that Heartland Payroll addresses these significant deficiencies and improves their service standards to prevent further issues for other businesses. Thank you for your attention to this complaint. We look forward to a prompt and thorough investigation into this matter.

  

  Business response

  07/25/2024

  Good Morning,

  Thank you so much for alerting us to the clients concerns with their ongoing issues with the tax adjustment that is needed, as well as the deductions that are needing to be reviewed as well. We are working internally to address these concerns with our client to resolve them as quickly as possible and to ensure the account will be in good standing with us moving forward.

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Unfortunately, there has been no movement on this issue yet. I have been reached out to by a member of the retention team with a promise that the tax department is handling the issue, however this is the 3rd time Heartland has promised it will be resolved with no action actually being taken. I have been promised an update directly from the tax department and no update has been received despite multiple promises that they would update me on the status of the refiling. 

  I wish that a promise of the issue being resolved was enough, however, we have been dealing with our Q2 2023 tax filings being done incorrectly since their filing date shortly after the conclusion of Q2 23. We have yet to receive even an update from the tax department. 

  
  Regards,
  
  **** ******
  
  
  
  
   

  

  Business response

  08/02/2024

  Good Morning,
  
  We do apologize on the length of time that this matter has taken to be resolved. We recognize the importance of this matter and we are working diligently with the tax agencies to get a resolution as soon as possible. Our client success team has escalated this tax concern to be worked on as quickly as possible.  An update has been requested and we will provide that as soon as it is available.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Heartland Payroll Services regarding their failure to fulfill their obligations as my payroll service provider. Despite numerous assurances and commitments, Heartland Payroll Services has repeatedly failed to file important reports on time, leading to significant disruptions and financial consequences for my business. The specific issues I have encountered include: Failure to File Reports: Heartland Payroll Services has failed to file essential reports on behalf of my company, resulting in compliance issues and penalties. Lack of Timely Communication: Despite being aware of the filing deadlines, Heartland Payroll Services did not communicate effectively or take proactive measures to resolve the filing delays. Financial Impact: The delayed filings have caused financial strain and uncertainty for my business, as we have incurred penalties and potential legal repercussions due to non-compliance. I have made multiple attempts to address these issues with Heartland Payroll Services, but the lack of resolution and accountability on their part has been concerning. As a result, I have experienced frustration, stress, and financial losses due to their negligence.

  

  Business response

  04/30/2024

  The issue actually begins with **** and ****, which was prior to the business using Heartland for payroll, and continued from *********, which was during the timeframe that the business was using Heartland for payroll. It appears that there may be a registration error or an incorrect agency ID or FEIN on file with NV DETR. As Heartland attempted to file each quarterly return from **** through ****, the agency rejected our return, with the reason provided as 'FEIN and Account ID Do Not Match'. As a result, none of our returns for these tax periods were processed by the agency. Each time, Heartland sent an email to the business outlining the situation, and asking for the business to assist and rectify the issue by providing correct/updated information. Each time, the emails went unanswered until ****, when we received a response stating that Heartland had the correct information already. Unfortunately, we were trying to file using the information that the business provided to Heartland and has insisted is correct, and each time, the returns were rejected as the agency records indicate that something was not aligning.In this situation, Heartland is unable to force the agency to accept the filing. Without the correct/updated information and/or any possible registration issues being resolved, Heartland has no recourse and has no option to file. Additionally, Heartland is unable to rectify any registration or mismatched FEIN/Account ID issues on behalf of the business, as the situation also means that our POA is invalid. We rely on the registration and account information provided by the business, as outlined in the agreement.

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  I am writing to emphatically reject your recent communication regarding my BBB complaint concerning Heartland's failure to file tax reports as outlined in our service contract. Your attempt to deflect responsibility and shift blame is unacceptable.
  
  Despite numerous calls from Heartland soliciting additional products over the phone during the entire year, there was never a proactive effort “with a phone call” to inform me of critical issues with the tax reports. Furthermore, Heartland neglected to send certified or regular mail, and crucial emails were consistently misrouted to my spam folder, preventing timely communication.
  
  Let me be unequivocal: the service of filing tax reports is explicitly specified in our contract with Heartland. Your failure to fulfill this obligation constitutes a clear breach of contract.
  
  I have already provided the correct information and am fully prepared to provide a Power of Attorney (POA) if necessary. It is entirely within Heartland's capacity to rectify this situation promptly by filing the reports and engaging in effective communication with the Nevada Unemployment Department.
  
  If Heartland does not take immediate and concrete steps to rectify this matter, including filing the tax reports as required, I will have no choice but to pursue legal action to enforce the terms of our contract and seek appropriate remedies for the damages incurred due to Heartland's negligence.
  
  I expect a prompt and satisfactory resolution to this critical issue.
  
  
  Regards,
  
  ***** **********
  
  
  
  
   

• Initial Complaint

  03/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  No matter how hard I try I CANNOT ACCESS MY PAYSTUBS ONLINE. I go around and around getting nowhere. This is a system that has built in sabatouge. Hopelessly infuriating. I have completely given up on seeing and printing MY paystubs. I cannot begin to articulate how impossible this company is to deal with. Impossible. Impossible impossible

  

  Business response

  04/17/2024

  Hi ****, 

  I apologize for the inconvenience caused by the issues with our software system. Rest assured, one of our team members will be in touch shortly to assist you with obtaining your paystubs and how to prevent this in the future. Thank you for your understanding. 

• Initial Complaint

  03/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My company had used Heartland for over 15 years. The payroll department was wonderful to work with. So I am saddened that I am forced to seek a resolution through the BBB. I saw a similar complaint about them posted in the past so it seems the issue is with the tax department there. I was forwarded a notice from the ******** ********** ** ******* from the previous owner of the business on July 16th, 2022. It was a final determination and Demand for Payment for withholding taxes for the year 2019. It indicated that I had not responded within the allotted 30 days. The notice was sent to the wrong address after numerous notices by phone and text to Heartland to correct the mailing address. I immediately contacted the DOR but was on hold for over an hour. I then sent an email. After several attempts to get an answer from Heartland, I was able to speak with **** V who was extremely helpful in sending me documents requested. He said to stay in touch with HIM. I called to follow up with him only to get another person who insisted **** was in a meeting and he could help me. This happened a number of times with different people. After receiving the W-2s from me showing the exact amount owed in taxes as “PAID”****** at the DOR requested copies of the Electronic Funds Transfer of our taxes paid by Heartland which I requested in correspondence dated February 8, 2024. I requested this from yet another representative from the Payroll Department, **** L who was also very kind and reassured she would send my information to the Tax Department. On Feb 27, 2024 I forwarded another request from the DOR for EFT for tax year 2020. I forwarded this to Heartland. I sent a note to ****** at the DOR with an update. “Still waiting for word from the Tax Department of Heartland Payroll.” I now am in Collections for payment of over $800.00 plus fines to the DOR. The company closed Feb of 2020. Can forward W-2s under separate cover if requested. Heartland Client Code **** * ***** **********

  

  Business response

  05/01/2024

  Hello, 

  Heartland originally submitted the necessary paperwork for the agency to show payment confirmations but since the documents were not in the correct format, they were rejected. After confirming the right format, Heartland resubmitted and the agency accepted the paperwork. At this point in time, Heartland has fulfilled the request of the client and ******** ********** ** *******. 

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
    RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has informed the BBB that the matter has been resolved and thanked us for our assistance. 
  
  Regards,
  
  ***** *******
  
  

  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have not submitted payroll reports to LNI / ESD that they processed for my two companies the last year and a half - ******* ******** *** and ******** *********. We are now being audited because of that.

  

  Business response

  10/20/2023

  To date, Heartland has resolved all provided tax matters that we have received for the two accounts we process payroll for.  Historically, Heartland has never received a notice from the client pertaining to Washington L&I as identified in the complaint. The issues we have resolved are listed below with their resolutions.
  
  ACCOUNT - RODEWAY INN & SUITES:
  Heartland resolved a tax notice for a Washington Unemployment return error for 4Q22. A copy of the return was faxed to the agency and confirmed on February 3, 2023. This specific tax item was resolved in 3 calendar days total. This specific tax notice was submitted to Heartland twice and resolved in full with the fax to the agency. 
  
  ACCOUNT - ******** *********:
  Heartland received an IRS notice pertaining to a deposit error on their form 941 for 1Q23. It was determined that the client’s account was suspended on our services and Heartland was unable to remit payment timely due to an issue on the side of our client. Heartland promptly remitted payment once we were able to impound funds from the client. This case was resolved within 1 calendar day.  The client submitted a tax notice pertaining to Washington Unemployment for the period of 2Q23. Based on the amount due within the notice, Heartland elected to pay this balance to provide the client with a swift resolution to this matter. This specific matter was resolved in 6 calendar days. 
  
  At this time, Heartland has resolved all open tax matters for notices we have been provided. There are presently no outstanding Unemployment (ESD) issues. Inversely, Heartland has never been provided with L&I notices to resolve. Heartland is calling our client to ensure they are aware we have not received any Washington L&I notices from them. 
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They committed to provide ERC to me and to provide payroll services. I didn't receive the service and instead was charged excess fees and my account sent to bill collection.

  

  Business response

  07/25/2023

  Unfortunately, Heartland Payroll was not able to collect the amount of money needed to fund your first payroll you processed with us, check date of May 19, 2023.  Due to the inability to collect funds to provide employee direct deposit or pay for payroll services, your account was closed which terminated payroll and ERC services. We can definitely provide payroll services, including ERC reporting, but for Heartland Payroll to be able to do that, you will have to clear up the balances owed for the May payroll processed.  Please contact us at your earliest convenience and we can clear this up.  Thank you!
  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My company had initially signed with Heartland payroll . The representative who signed us went above and beyond to accommodate. From that point forward there were issues every single week. From checks not coming in for my employees 5 days late because they blamed weather in Ohio when my company is based in south Florida. One week later they email us at 4:45 pm the day before payroll that they needed a wire to process the payroll when they close and banks close at 5pm. It is obvious Heartland payroll is new and there is no training on communication.

  

  Business response

  04/14/2023

  We have attempted to reach the client several times to address their concerns issued in their statement and unfortunately have not been able to connect.
  
  Per their communication, their payroll package did not arrive on their scheduled check date for a single pay period. Heartland Payroll attempts to overnight all of our payroll packages to ensure timely delivery. The client’s check date was 2/08/2023 and they processed their payroll on 2/07/2023. Unfortunately, there were weather delays that did not allow FedEx to deliver on the scheduled date resulting in the package arriving late. We understand that the weather can play a part in a package arriving later than its intended date due to weather or other unforeseen circumstances. We do request for our clients to process at least 2 days prior to their check date to help counter these potential delays. As an emergency solution we provided the client with our check stock in case we ever encountered any delays in the future. They would be able to print their checks in-house to avoid not paying their employees on time. This was done free of charge.
  
  The other matter listed in the complaint is addressing the communication Heartland Payroll sent requesting for the client to wire money to pre-fund their payroll. This is an automated email that is generated from the system after the client processes payroll if they are set up to wire prior to Heartland Payroll releasing their payroll. A client will be placed on this "wire prior" in the event Heartland Payroll attempts to debit a client’s bank account and is unable to on previous multiple occasions.  A communication was sent to the client on 3/17/2023 to inform them they would be required to wire their payroll funding moving forward.
  
  Heartland Payroll does everything they can to mitigate our clients’ having a poor experience.  We apologize to this client that they felt their experience did not meet their expectations.  We would like for the client to return our contact attempts so we can make sure they are aware of what occurred with both situations and there are no outstanding items Heartland Payroll needs to address.
  
  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Started with Heartland in July 2022. Issues: Heartland made a July statement of earnings for an employee who did not start working until August 2022. In this statement, they adjusted her local taxes. This made errors in her taxes. Heartland was responsible for transferring all data over from the previous payroll company. They did not transfer the last payroll from ADP (7/15/22). All of the information from that payroll is missing from the W2s. Heartland did not transfer over any of the local tax information from ADP; therefore, all local tax information from the 7/15/22 payroll and before is missing from our W2s. I have tried to schedule a meeting at least four different times because there is so much miscommunication. All of these requests have been ignored. They want me to sign a document releasing them from all liability even though they are at fault and liable.

  

  Business response

  03/28/2023

  Heartland Payroll did set up a call for Tuesday, 3/21/23 and all outstanding issues were discussed with ******* ****** The adjustments to add the missing payroll from 7/15/22 and to record all missing local taxes had been completed on 3/20/2023 so we were able to immediately provide updated W2’s to the affected employees. We ensured Cristal that if any employees were charged to amend their 2022 tax filing, Heartland Payroll would credit back that fee. The correction to remove the July earnings from the incorrect employee has been escalated and should be resolved in the short term. Heartland Payroll does apologize for the poor experience ****** ********* ********** ******* has received and we are actively working to ensure that a better service is provided to them.  We appreciate their willingness to work with us to rectify the situation.
  
  

  Customer response

  03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ******* *****
  
  
  

*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. ↩