ComplaintsforPaycor, Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Paycor. After signing up with ***** ***** ****, I was informed that I needed to use a third party, Paycor, to manage payments for my contract workers. I discussed my requirements with M****** R***** at Paycor, and subsequently, I was instructed to enroll in their services. However, within two weeks, I determined that I did not require their services immediately. In early June, I contacted M****** R***** to inform him of my decision to pause my subscription with Paycor. Despite this, I continued to receive emails from Paycor urging me to post a payroll. On June 26, 2024, I received an email notifying me that my Paycor account had been closed and that there might be early termination fees. The contract I signed through ***** ***** **** indicated that these fees would be a maximum of $75 (attached below). On July 18, 2024, I was notified by ***** ***** **** that $1,074.88 had been withdrawn from my account by Paycor. I attempted to contact M****** R***** to understand the reason for this charge, but he did not return any of my calls. I was not informed about these fees nor was I contacted prior to this amount being debited from my account. I request that the amount of $1,074.88 be refunded to me immediately.

  

  Business response

  08/05/2024

  Thank you for bringing your concerns to our attention, we have thoroughly reviewed your BBB complaint. We understand the frustration you have experienced, and we want to assure you that we are committed to resolving this issue.

  In response to your complaint, we have conducted a detailed investigation and have sent you an email with our findings. We have also provided relevant documentation, including the client service agreement (CSA) and a screenshot of the text message sent to you by M****** R*****. Based on the information available, Paycor is unable to issue a credit for the requested amount of $1,074.88, as outlined in the CSA.
  

  If you have any further documentation showing that you reached out to M****** before June 6th expressing your desire to stop the process, or any evidence that M****** informed you that the termination fees would be capped at a maximum of $75, we encourage you to provide that information for our review.

  We are committed to resolving this matter and will continue to work with you towards a satisfactory resolution. Please feel free to contact us with any further questions or concerns you may have.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The worst company to do business with. We switched to Paycor when they acquired our previous payroll company. After signing the contract no one contacted us until 2 months later. There was no training, no conversations on what the system offered. We received our credentials the same day the payroll needed to be submitted. We started having issues immediately. Some of our issues included: -Our first checks were received without signatures, even though all required documentation was submitted. -We could not contact anyone over the phone or online chat after 2 pm due to the time zone. -Our accruals were never set up correctly. -Taxes were not paid on time. -Rushed implementation. Security measures were not set up. -ACA/HR services were never set up. We were charged monthly. The biggest issue was the FRAUD committed on our account, with over $17,000 stolen from our company. After contacting Paycor regarding this issue, we were contacted by a customer advocate that let us know Paycor had security measures built in the system that were not turned on and that could have prevented the fraud. Security measures we were unaware of. Even with the Fraud issue, we were not ever contacted by a Manager/Supervisor. The customer advocate would message them, but no one has ever reached out to us. We tried calling the customer service line, and we were still unable to reach a Manager/Supervisor. Instead of assisting us in figuring out how this fraud occurred and how to resolve the issue, Paycor charged us multiple fees and said there was nothing they could do. We let them know in writing that we would not continue with the company if they could not resolve our issues, they still charged us cancellation fees. We did not use their services for 2 months before finalizing cancellation, no one contacted us during that time to see why our payroll was not being run, but we were still charged monthly.

  

  Business response

  07/25/2024

  We apologize for the negative experience you have had with Paycor. We understand your frustration and concerns regarding the lack of communication, training, and issues with various aspects of our services. Our team has attempted to reach out to you regarding these issues and we are awaiting your response. We take your concerns seriously and are committed to resolving them. Please contact our support team at your earliest convenience so that we can address your concerns and work towards a resolution.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paycor has been the worst payroll company to work with. Not only are their systems clunky and hard to use - their lack of support is painful. Specifically my issue is I paid taxes for Q1 2024 - I requested confirmation those taxes were filed and paid to the State. I've spent weeks trying to get this information and have yet to receive it. This is a HUGE issue.

  

  Business response

  07/25/2024

  We apologize for any inconvenience caused by our systems and support. We understand your frustration regarding the lack of response and the issue with your taxes. Our critical response team has made numerous attempts to reach out to you for details about the situation, but unfortunately, we have not received a response. We are committed to resolving this issue and providing you with the necessary information. Please contact our support team at your earliest convenience so that we can assist you further.

  Customer response

  07/25/2024

  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, reasons for rejection are included below.

  - I have ONE email of someone attempting to contact me to which I responded and then nothing... Unless resolved immediately, I will be continue to other platforms and resources to express my issues publicly.
  
  Regards,
  
  ******** ******
  

  

  Business response

  08/05/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you may have experienced. Our critical response team has made multiple attempts to contact you via email, but unfortunately, we have not received a response from you.
  We understand that you mentioned receiving one email from us, to which you responded. We apologize if there was any miscommunication or delay in our subsequent communication. Our team is committed to resolving your complaint promptly and effectively.
  Upon reviewing the contact information provided to the Better Business Bureau (BBB), we noticed that the phone number listed does not match the one we have on file. Please note that we are only able to contact numbers that you have authorized us to use for communication purposes.
  To ensure a more efficient resolution, we kindly request that you reply to the email you received from our critical response team. Once we receive your response, our dedicated consultant will be able to set up a call with you to address your concerns in detail.
  We value your feedback and are committed to resolving this matter to your satisfaction. Thank you for your understanding and cooperation.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were attempting to set up Paycor for our payroll, and went through hours of trying to set up our system. We were put off by the implementation specialist, and would not listen to our needs, as we have a special way we needed to operate. After months of trying to get it set up, and being promised that they could implement the needs we have, we came to the realization that they cannot, and wanted to cancel as it would not work for our company. We just received a bill for almost $15,000.00 dollars as well as being charged $260.00 for time clocks each month that I have been asking several people at paycor how to return them without a response. It is not our fault that they could not accommodate our needs and are not being charged for their shortcomings.

  

  Business response

  06/25/2024

  Thank you for bringing your concerns to our attention. Our critical response manager has reached out to you and a call has been scheduled for 6/26 to discuss the issues you have raised. We apologize for any inconvenience caused and look forward to addressing your concerns.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started using Paycor in Jan 2024 I own 4 offices that have approx 75 employees, these businesses reside in ** and **. We paid approximately $8k in fees to paycor -The business promised 3 months with no fees. They have always charged us for every payroll period. We did not receive any promotional rate as promised -They also added on more fees when their system did not allow us to enter the correct ********** state tax ids. Although we were entering the right ones and their system would not accept them. We called and asked for help, no-one would return calls or emails. -Paycor set up our payroll incorrectly. They had the tax ID from ** paying employees in ********** and then took the money from another different businesses bank account. When we tried to get this fixed, no one would help. And now they have deleted all the records of this and we are unable to amend the 941s to satisfy the IRS. -We sent garnishments to their garnishment department. We thought they were being dealt with correctly. I just got notice that I have to go to court for a garnishment issue even though we have proof we sent the garnishment notice to Paycor and receipt Paycor received it. We are also being fined from the court since they did not send the garnishment response to the court, lawyer or us. -As soon as we asked to cancel they would no longer help us with payroll even though we were still paying them due to their 30 day cancellation notice. They would not pay payroll taxes and they just returned some of the money. We have no way to file these past payroll periods. -They filled the state of ********** taxes late, This has made us incur approximately $1800 in fines. -I am the owner of these companies and they would not discuss anything with me and stated they only could speak to my employee. She was terminated because of this mess and then I found out it was not her fault. Paycor is an absolute mess.

  

  Business response

  06/11/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with our services. Our critical response team has reviewed your complaint and has reached out to connect with you. We understand that you have requested to move the meeting to the week of 6/20, and we will accommodate your request.
  We take your feedback seriously and are committed to resolving these issues promptly. Our team will work diligently to address each of your concerns and find a satisfactory resolution. We appreciate your patience and understanding during this process.
  If you have any further questions or additional information to provide, please do not hesitate to reach out to our critical response team. We are here to assist you.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 12th, I started the process of working with Paycor. (Account #******) The initial setup moved along pretty quickly with fast response times. I kept my previous payroll provider until I was fully set up with Paycor, anticipating that I would only need to pay for both payroll services for one month. The onboarding process started with Kerith, then moved to Elizabeth, then Brooke. Kerith and Brooke were the fastest to respond. Elizabeth was initially pretty responsive, but then I had emails going unanswered until I started copying Brooke and Kerith on the emails. Issues I had: 1. Multiple times was the initial ******** kicked back as declined by me- glitch in the system that took a couple of days. 2. Could only work with the assigned 3 people, making wait times longer. Initial kick-off call 3/21/24. 3. Asked what needed to be completed on my end so I could start running payroll (4/15/24). Rushed and not helpful response from Elizabeth. Was not able to run 1st payroll with Paycor due to not being set up. 4. Waited to onboard 5 new hires so I would not need to train them on previous payroll provider, then retrain on Paycor. Pushed this back two weeks. Once I finally needed to get them started, I was still unable to get all setup on Paycor. Ended up needing to set up with previous payroll provider on their 3rd day of employment since they were still not added correctly on Paycor. 5. Since I was paying the previous payroll provider for a 2nd month in a row, I canceled my service with Paycor. I ordered a timeclock from them, got the label to send back- Brooke was very helpful through this process. 6. Sent early termination fee bill for $2,306.80 (***********). Emailed Kerith and Brooke 5/28. Called the number 5/31- they said I needed to talk with Kerith. I asked for supervisor- they said Kerith is the only one that can help. Emailed again on 5/31- no response on both emails to Kerith. Onboarding should take less than a week, not 30+ days.

  

  Business response

  06/13/2024

  Thank you for bringing your concerns to our attention. We apologize for the inconvenience and frustration you have experienced during the onboarding process with Paycor. We understand that timely and efficient communication is crucial, and we regret any delays or unanswered emails you have encountered.

  Our critical response team has made multiple attempts to reach out to you regarding your concerns. They have tried calling, emailing, and leaving a voicemail to address the issues you have raised. We apologize if there has been any miscommunication, please respond back to the team at your earliest convenience. 

  Customer response

  06/13/2024

  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, reasons for rejection are included below.

  I had an initial call today, 6/13. Still working through the process, but since I only had the option to select resolved or not resolved within 7 days, I chose to reject at this time and will update my response accordingly after I go through the remaining steps with the company. I hope that this process goes smoother than the onboarding process did.

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

  

  Business response

  06/28/2024

  Thank you for your feedback and for updating your response. We apologize for any inconvenience you experienced during the onboarding process. Our critical response team has submitted an adjustment and has been actively following up with you to ensure a resolution. We appreciate your patience and hope that the remaining steps of the process go smoothly. If you have any further concerns or questions, please don't hesitate to reach out to us. Your satisfaction is important to us, and we are committed to addressing any issues you may have.

  Customer response

  07/01/2024

  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, reasons for rejection are included below.

  While they did look into the matter, it's a shame that their level of interest in supporting me through the process was a lot better prior to signing a contract with them. Over-promised prior to signing and under-delivered after signing the contract with them. Their critical response team was fast to respond, but they should stand behind their level of support or lack-thereof. This is not how a business should conduct themselves. The amount of time I've wasted on trying to move over to this company. I just want others to be aware of their business practices and hopefully those customers are doing more due-diligence before signing than I did. At least they do respond to people when there's a complaint to the Better Business Bureau, so I appreciate you helping me get a response from them after trying alternative methods and people that would not get me in contact with their "critical response team". 

  It's unfortunate that a company conducts themselves in this manner and it takes a report to the BBB for them to take any action. I do not appreciate how they are trying to paint the picture that they take care of their customers and honor guidelines on getting companies of getting up and running. The consistent ****** and Better Business Bureau reviews have common themes of lack of support or contact. They obviously need the cancelation fee more than I do due to the poor service they provide their customers and I'm sure there will be a lot more cancelations from customers that were promised a great product and were ultimately disappointed on delivery as I was. 

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was never informed at any junction that I was on a 4-day payroll, and neither sales nor the implementation specialist advised that. They knew that I needed to have a pay date before the 1st of June. I processed payroll on 5/30; the implementation specialist approved it but never explained that it was getting checks. I found no one paid this morning. I looked through my spam folder, and UPS sent a tracking number, but the checks are now stolen. a One employee quit this morning for not getting paid, two more staff are refusing to take the business trip I am on for the client, and we will lose our biggest client. I was told they would get me a same-day ACH, but now they're dancing with that, giving me some off-brand reason why they can't, when I was advised that would be the solution. I am beyond words, and I've lost my entire company simply by doing business with you guys.

  

  Business response

  06/04/2024

  Our team has contacted the company to let them know we not able to service them as a client at this time

• Initial Complaint

  05/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been attempting to close my account for almost a month because Paycor miscalculated both my Worker's Comp rate and my Re-Employment taxes. I changed Payroll companies to have an audit done and to find a better qualified company to handle my payroll needs. Now Paycor refuse to close my account and they are claiming that their systems are down, and they cannot process my closure request. I cannot close my account until their systems are working, and I cannot stop them from charging me the monthly fee while I am waiting indefinitely. This seems unfair. My closure confirmation is ********.

  

  Business response

  05/31/2024

  We apologize for any inconvenience you may have experienced during the account closure process. We understand your frustration and would like to inform you that your account has been successfully closed as of 5/30. We apologize for any miscommunication regarding our system downtime.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying for over 2 years to have my account updated and have my FEIN corrected. I've spoken to countless service reps and every time I call I get a different representative. You can never call your account representative directly. They may email you, but to try and contact them over the phone is virtually impossible. They say they're going to call back and then never do. I was told I was going to get a refund of at least 3100 and then I was told that that person wasn't authorized to give me the refund. Because it's taken over 2 years to have this issue resolved I've had to keep 2 accounts open and been double billed and was billed for corrections that if my account was corrected or had one contact or account rep then this problem could have and should have been resolved over a year ago.

  

  Business response

  05/20/2024

  We apologize for the inconvenience you have faced regarding the update of your account and the correction of your FEIN. An adjustment is being created to address your concerns, and a customer service manager has been in contact with you to answer any questions you may have. We understand the frustration caused by the lack of consistent communication and unauthorized refund promises. We appreciate your feedback and will use it to improve our processes. Thank you for your patience and understanding.

• Initial Complaint

  05/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paycor decided to charge a $133.92 account closure convenience fee for ***** *** ***. When I signed up for the payroll services from Paycor, this fee was not disclosed and is illegitimate. I can't believe this company charged this amount to cease doing business with them.

  

  Business response

  05/17/2024

  Thank you for bringing this matter to our attention. We understand your concerns regarding the unexpected account closure convenience fee charged to ***** *** ***. We apologize for any inconvenience this may have caused.

  We would like to assure you that our team is actively researching the issue to gain a better understanding of the situation. Our critical response manager has already reached out to you to discuss the matter further and work towards a resolution that meets your expectations.

  We appreciate your cooperation and patience as we work to address this matter promptly. Should you have any additional questions or concerns, please do not hesitate to reach out to our team.

  Customer response

  05/23/2024

  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, reasons for rejection are included below.  The business said that they would investigate  the matter more fully, but I have not received anything further since this last message.  They are simply kicking the can down the road.  
  
  Regards,
  
  ***** ******
  

  

  Business response

  06/11/2024

  Thank you for your continued patience. We apologize for any confusion or frustration caused by the delay in our response. We understand that you feel we are not addressing your concerns adequately.
  

  After thoroughly investigating the matter with our internal teams, we have confirmed that the charges you received are valid. According to our records, in order to avoid the Early Termination Convenience Fee, it is required to provide 30 days written notice prior to your last check date. Based on the information you provided, your account closure form was submitted through the Paycor Support Center on 3/13/2024, with a final check date of 9/28/2023. This would have required the account closure request to be submitted by 8/27/2023.

  To provide further clarification, our critical response team has email you a link to our FAQ page that outlines the account closure process, as well as a screenshot of the confirmation email you received once your account was closed. You can find this information at ****************
  

  Additionally, our team has emailed screenshots from your terms and conditions that highlight the 30-day notice requirement and miscellaneous fees for your reference.
  

  We understand that this may not be the resolution you were hoping for, but we assure you that we have thoroughly reviewed your case and have provided the necessary information based on our findings. If you have any further questions or require additional support, please do not hesitate to reach out to your critical response consultant directly. 

*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. ↩