Complaints

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:04/22/2025

  Type:Product 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.

  HomePay is guilty of wage theft. Today, an administrative error (their words) resulted in hundreds (perhaps thousands) of household employees not being paid on their payday as expected. In every case, the money has already left our employers (HomePays customers) bank accounts and been sent to ********************** to be dispersed to us. HomePay did not reach out to us the employees at all in many cases (myself included), and have told several different versions of the story to people who have managed to get through to them after waiting for 6+ hours in the telephone hold cue. Some fellow nannies have been told wed be paid by the end of the day (Friday), others Monday, and others still Tuesday. It is a holiday weekend, and HomePay is conveniently closed on weekends (and probably Monday, too, in observance of the Easter holiday). We have bills to pay and groceries to buy, and some have young children who they can no longer provide an Easter for. I myself have had to cancel plans to go out of town to be with family for the holiday. THIS IS UNACCEPTABLE!!! HomePay needs to release ALL the outstanding deposits IMMEDIATELY, and cover any and all overdraft and late fees as a result of their negligence. The amount of mental and financial stress they have caused is enormous, especially for one income households like my own. To blow us off like its no big deal and tell us to be patient and wait until next week is disgustingly unprofessional.

  Business Response

  Date: 04/30/2025

  We sincerely apologize for the disruption and financial hardships caused by the recent delay in your payment. We recognize the seriousness of this issue and the impact it had. We've tried connecting with you directly, but have been unsuccessful. Wed love to help out however we can with the financial stresses this caused. 

  HomePay has a strong track record of reliable and consistent service. This isolated incident is unprecedented in the history of our company, and we are taking all necessary steps to maintain the high standards we have always upheld. We are committed to providing the same level of high service and reliability that our customers have come to expect. We understand that preventing future occurrences is critical. HomePay has implemented both manual and automatic safeguards to strengthen our payroll processes and prevent similar issues from happening again.

  We value you and your feedback and hope were able to connect soon. We are committed to resolving this matter swiftly and ensuring that our payroll processes operate with the utmost accuracy and reliability.
  

  
  

• Initial Complaint

  Date:04/22/2025

  Type:Product 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.

  This company has failed its clients tremendously and should be investigated further. I bet the CEO who makes millions a year never had an administrative issue with their direct deposit. Yet here we are, it is Easter weekend and thousands of workers who made the mistake of using home pay have not received their hard earned money. Why would they not have safeguards in place to prevent this? Oh, maybe its because theyre corrupt and dont care about anyone but themselves. I am disgusted with this company. It is cruel and completely unprofessional to allow something like this to happen. I suspect one of the psychopathic higher *** lined their pockets this week and screwed us all over. I believe this company is ran by corrupt people. Absolutely Despicable.

  Business Response

  Date: 04/30/2025

  Were truly sorry for the delay in your payment and the stress it caused especially heading into the holiday weekend. We know how upsetting this situation has been, and understand your frustration. You trust us to deliver your pay on time, and this delay falls far short of what you deserve.

  The issue was caused by an internal processing error on our end. We take full responsibility for the disruption, and we want to assure you that it had nothing to do with any bad faith or intentional action. We are not only incredibly sorry for the hardship this caused but also deeply committed to ensuring it doesnt happen again.

  While this was an isolated incident, we know that doesnt change how it felt in the moment. We've already taken action by putting additional manual and automated safeguards in place to strengthen our processes and protect against future delays.

  Weve also tried reaching out to you directly but havent been successful. If youre open to connecting, wed appreciate the opportunity to speak with you and understand how we can help. We value you and your feedback and hope were able to connect soon. We are committed to resolving this matter swiftly and ensuring that our payroll processes operate with the utmost accuracy and reliability. 
  

  
  

• Initial Complaint

  Date:04/22/2025

  Type:Product 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 work as a professional career nanny and my bosses use HomePay as our payroll system. I get paid every Friday like clockwork and can expect when I wake up to see my earnings in my account. This morning I checked my account as usual and didn't see my paycheck in there. I waited a bit in case it was still pending, but heard nothing and saw no changes. I called my bank and was on the phone with them for an hour as they explained it wasn't an issue on their end, and my bosses said the money had been taken out of their bank account so it wasn't them either.That left HomePay to be the issue, and I tried calling first at 9:37am, today 4/18. I was on hold for an hour before finally opting to get a call back. I didn't hear back until 11:18am, and by that point I was unavailable to take the call. At this time they had a banner on their website citing a delay in funds that they were working on. There was zero communication of this issue to my employers nor I. I called again at 12:50pm and after being on hold for 30 minutes, again opted for a call back which finally came at 1:10pm. The agent explained that they'd had an issue with their bank and my paycheck wouldn't hit until next Tuesday- 4/22.This is absolutely unacceptable of them to be toying with people's livelihoods and withholding our weekly pay with ZERO communication until I finally got an email at 4:30pm, even though they knew this was an ongoing issue this morning.HomePay needs to be held accountable and retribution needs to be served for their mishandling of people's hard earned wages.

  Business Response

  Date: 04/30/2025

  We sincerely apologize for the disruption and financial hardship caused by the delay in your payment. We understand how serious this issue was and the impact it had on you. We understand that you rely on your paycheck arriving on time and that anything less creates real stress. We also acknowledge the frustration of not receiving communication sooner in the day and were truly sorry. We began outreach as soon as we had a full understanding of the issue, but we know that doesnt undo the confusion and concern caused earlier.

  Weve tried reaching out to you directly but havent been able to connect. If youre still open to it, wed really appreciate the chance to speak with you especially if theres anything we can do to help with the financial stress this caused.
  HomePay has a long-standing track record of reliable and consistent service. This was an isolated error, and we are taking it extremely seriously. In addition to resolving the issue, weve implemented new safeguards both manual and automated to prevent it from happening again.

  We value you and your feedback and hope were able to connect soon. We are committed to resolving this matter swiftly and ensuring that our payroll processes operate with the utmost accuracy and reliability. 
  

  
  

• Initial Complaint

  Date:11/22/2024

  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.

  July 2024 I found out that I was a victim of identity theft and that somebody had used Homepay to open up a fraudulent business in my name back in 2020 and now in 2024 I was hit with over $10k liens from *** to pay for the back taxes of this business for the last couple years and for payroll that was paid out. It took me a couple months to figure out what was going on and to get these liens resolved. Homepay has zero security measures when someone is opening up a new account/business with them. All the fraudster has to know is their answers to questions from their credit report and its that easy. I sent Homepay all the proof that was needed to show that it was not me and they did resolve it with EDD quickly and got the lien reversed but because of this situation I couldnt pay my rent which left my homeless and I lost everything!! My bank account was frozen so I had no access to any money. It was truly terrifying. I asked Homepay if they were going to pursue criminal charges on the person and they did not seem interested one bit and when i asked if they would reimburse me for damages and my losses they declined. They need to put some sort of fraud prevention into their business because this was truly life altering and as of now anybody could go and do it again until there is fraud measures put in place to protect people!

  Business Response

  Date: 11/26/2024

  We understand that identity fraud is a serious and unfortunate reality in todays world. Sadly, its something that many individuals and businesses face. At Homepay, we take this issue very seriously. Our team follows industry best practices for identity verification and to safeguard your personal information . We continuously enhance our security measures to stay ahead of emerging threats. We encourage our consumers to take all necessary precautions to ensure that their personal information and documentation is secure. If a consumer chooses to pursue criminal charges, we are happy to cooperate with authorities in that investigation. We want to express our sincere sympathy for the challenges you have faced. Please know that we fully understand the situation and have taken every appropriate step to address and resolve the matter as quickly and effectively as possible.

• Initial Complaint

  Date:05/01/2024

  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.

  As Im selling my house, I learned about a lien from the state of ******** due to failure to pay unemployment insurance. The reason was this is that Homepay failed to communicate that my employee was terminated in Q3 of 2018. As a result, the state has been expecting payment from Q4 of 2018 and all through 2019.So many of their emails - say dont worry, we have it all taken care of - guess not!Given this is impacting closing on my house - I sent emails and made phone calls to drive urgency. On the phone, they said they are looking into it. Several days later I learn no action has been taken to date. Homepay has not taken ownership nor any urgent action on this despite my multiple attempts and the negative impact this is having on me and my family.

  Business Response

  Date: 05/09/2024

  Im really sorry to hear about your negative experience.While I can assure you that HomePay followed the steps to close your state tax accounts back in 2018 and that this was a state mistake, I apologize that it took so long to resolve the issue. Typically, the state sends several warning notices when theres an issue like this, but we were no longer the mailing address on the account, so we didnt receive any notices until you reached out.I can confirm that weve resolved the issue - your state tax account is closed with no outstanding balance or delinquencies, and the erroneous lien has been released.
  
  Im glad we could correct the states mistake, but I wish wed done a better job following up with you on the issue. We have reviewed and updated our procedures to mitigate the risk of this happening again. I sincerely apologize for your experience. 

  Customer Answer

  Date: 05/09/2024

  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

  Date:11/07/2023

  Type:Customer Service 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.

  In Q2 of 2022 I hired HomePay, a payroll service to handle payroll for a domestic employee who I share with another family. Both of us agreed to utilize their service. I am now facing a fine of more than $200 from the government of ************* because of HomePay's failure to pay a tax on time for Q4 of 2022. HomePay is insisting the failure occurred before I hired them. The ** website and the DC government confirm the underpayment occurred in Q4 2022, after which I had hired the company. All I am asking is that the company pay the fine, and accept responsibility. The company is refusing. I am trying to determine my rights under the law for this issue. It's not an huge amount of money, but the principle is a big one. I'm sick of tech companies getting away with this kind of brazen misconduct. I pay $45 monthly for their service, so I have spent more than $800 since hiring HomePay to avoid problems like this. The Terms of Use for the company is not clear on how to resolve such issues when there is a billing dispute with a tax entity. The company only replied to me when I published a negative ****** review.

  Business Response

  Date: 11/15/2023

  Thanks for reaching out to us about this, and it was nice speaking to you to come up with a plan that met your needs. Were very sorry this matter has dragged on and impacted your experience with our service - this isnt the norm. 

  To recap what occurred, you joined our service in July with tax accounts that you had used in the past. Before we could file returns on your behalf, your prior provider needed to release themselves of their ***** of ******** so that we could represent you on your tax accounts, which took about 6 weeks. Additionally, after they released their POA, we needed to work with the state in order to reactivate the tax accounts, as they will not accept tax returns filed under a closed account. Unfortunately, the state tax account offices are very behind, so it took them several more weeks to reactivate those tax accounts. As soon as the tax accounts were reactivated by the state, we immediately filed your tax returns, but unfortunately by that time the Q1, Q2,and Q3 tax filing deadlines had passed.

  Since the tax returns were filed after the filing deadline,the state assessed penalties and interest. Were happy to report that we got both the Q1 and Q2 penalties waived, and there are no additional costs associated with those late returns! However, the state is refusing to waive the Q3 penalties and interest. Since the late filing was not due to an error in our tax processing, we are unable to cover the penalties and interest for you.There were no penalties assessed for Q4, as that tax return was filed timely.

  However, as we discussed, weve collected the Q3 penalty amount and remitted it on your behalf, so going forward you can feel confident that this will not be an issue again. Now that your tax accounts have been reactivated, well be able to file everything timely and avoid penalties and interest on all tax returns going forward. We apologize for the time and effort you had to put into this issue - as a courtesy, we are happy we could cover your service fee for the inconvenience. If you ever receive any additional notices, please continue to send these our way so we can research and assist with resolving these matters directly on your behalf. Thanks again for your patience as we worked through this with you, and we look forward to continuing to work with you!

• Initial Complaint

  Date:03/06/2023

  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.

  Hired Care.com/Homepay to support my Nanny payments and tax filing. I paid homepay $150 is membership fees to have them record paystubs, track taxes, and file them, so that my employee would have a W2 form for year end. After 5 weeks, the employment was terminated and I closed the Homepay account, and hired a new nanny through a new payroll provider. Homepay charged me for Federal taxes of $66.30 paid Sept 9th, but did not keep any paystub or tax filing records. Nor did they send a W2 to my employee at year end. When I asked to close my accounts, Homepay did not tell me the steps I needed to take in order to transition accounts properly; they gave no caution or clarification of what closing the account would mean to my employee and me. In October, while working to correctly file for the 2nd employee, it came to our attention that the previous quarter (1st employee) was not filed. I called Homepay to get the documentation and they insisted, "we thought the new provider was going to manage the tax return, we didn't keep the records. We assumed you would tell them the employee information." (Again, I did not employ this nanny past the 5 weeks while using Homepay, so I had no reason to transition the documentation). From July employment, to October questioning, Homepay deleted all records of my employee. They did not wait for my confirmation, they did not wait for the close of the quarter or year so that I could accurately track the taxes owed to the Federal and ***************** It is going to cost me $158 to have the new provider remedy the issue in hindsight to correct the tax documentation so that my 1st employee can complete her tax return for 2022.

  Customer Answer

  Date: 03/06/2023

  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

  Date:01/23/2023

  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 inactivated my account and asked for my account to be closed. I was told that I would no longer pay any service fees, but I was still charged service fees for the 4th quarter because my account hadn't been closed despite me asking for my account to be closed.

  Business Response

  Date: 01/26/2023

  We appreciate our clients feedback and are continuously looking to improve our service. We pride ourselves on being transparent with our fees from the onset and throughout the lifespan of an account. We know that the effectiveness and clarity of our communication is integral in achieving such. We also stand behind our fees and the work we do to ensure our clientscompliance with federal and state guidelines.
  
  We alert our clients at several points when they are inactivating their employee that their account remains open and advise them to close their account if they are not planning to rehire. These alerts include a pop-up message displayed at the moment the client inactivates their employee and an email sent seconds after confirming the inactivation of the employee,reiterating the account is still open, and explaining well continue to charge our service fee to file tax returns to ensure compliance with state laws as long as the account remains open. Each of these alerts includes steps a client can take to close their account. Additionally, we send an email prior to the end of each quarter letting our clients know their account is active and that service fees for that quarter are forthcoming.
  
  Many of our clients choose to add additional employees after they have inactivated another employee on their payroll, even if they werent expecting to need to, so we never make the assumption to close their tax accounts without confirmation.
  
  We reached out directly to this client in hopes of better understanding their concerns and to ask if they had any ideas or suggestions for how we could potentially improve or make our communication even better. 

  Customer Answer

  Date: 01/26/2023

  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. They have promised me a refund. F I receive the refund then the resolution is satisfactory. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:01/05/2023

  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.

  HomePay does not alert clients that if they have not hired a nanny, they should inactivate their Home Pay account promptly in order to avoid fees charged by HomePay to file taxes for phantom nannies and a tax return for phantom services. This is a predatory business practice and it should be stopped. Other clients have complained about it to the BBB and still the BBB gives Home Pay an A+ rating?! I hired a nanny who worked for me through 6/13/22, and then she left. I told home pay that she left and they continued to charge me for filing taxes for her and me for 6 months, 2 quarters. They said that it was because my account with them is open so they are legally obligated to file a tax return for me. They charged me for quarter 3, and I told them that I had no nanny and that they should stop filing taxes. They never said explicitly that they would keep charging me fees and filing tax returns even though I had no nanny if my account was left open. I finally decided to close my account with them after arguing with them on October 3, ******************************************** to file a tax return even though I had no nanny and had told them so. They said it was because I inactivated my account after quarter 3 had started. I have an accountant and so to pay him and Home Pay simultaneously to file my taxes is unfair. BBB please help clients to avoid being fleeced by the fuzzy language that Home Pay uses to communicate this predatory practice. I am a medical doctor who read their FAQS page carefully and still it was never made clear to me that if I had no nanny, for whatever reason, I should inactivate my account until I had hired another one in order to avoid these phantom fees. The language is tricky and fuzzy and it has fooled many clients. BBB, at this point, in my view, you are complicit in this scam if you dont intervene.Thank you for your attention!

  Business Response

  Date: 01/11/2023

  We appreciate your feedback as we are always looking at ways to iterate and improve our product. We take a lot of pride in providing transparent prices to our clients from the very beginning and clear communication is a big part of that, which we believe was delivered to you. Below is a summary of our previous communications related to our billing and account closure process.  

  
  In Late May, you emailed our team that you would not have any further employees. At that time, you still had an active employee on your account with payroll. The next day, we replied to provide you with instructions on how you could inactivate your employee from payroll and close your account with us. A copy of this email has been attached.

  
  In early June, you inactivated your final employee via our website. On the page where you inactivated your employee, we alerted you of your account status with the following message - Your account is currently open, and well continue to file returns for you and charge our fees. If you plan to rehire, you can add them under the Employee tab. You can manage your account status on the Home tab.  Additionally, after you clicked submit, you received a pop up that you had to click through which said Your employee is inactivated and your account is open. Well continue filing and billing you for required tax returns to keep you in compliance. Lastly, we sent you a confirmation email on the very same day to confirm that your employee was inactivated and to remind you that your account was still active and open. A copy of this email has been attached. In that email, we explained that while your account was open, that we would continue to file tax returns on your behalf and, therefore, you would continue to be billed service fees. We also told you where you could change your account status to closed.

  
  Many of our clients choose to add additional employees after they have inactivated another employee on their payroll, even if they werent expecting to need another employee, so we never make the assumption to close their tax accounts without confirmation. We try to be transparent with this by alerting you of your account status and providing instructions on how to close at every step of the way. If your HomePay account is open, then so are your state tax accounts. And when your tax accounts are open, the state expects a tax return every single quarter - even if its to report that there were $0 in wages. If a tax return is not filed, your account will become delinquent and the state will start assessing penalties. 
  
  Again, we really strive to be transparent about our process and any upcoming fees. You referenced and attached a copy of our FAQ to this complaint, and the second bullet addresses your situation where tax returns are filed while your account is open. Ive provided below:
  Why am I being billed for the billing period when I no longer have an employee? 
  We bill in arrears, so the service fee you are being billed for is for the billing period that has just ended. If you had an employee, we must report the employees wages, which is why a service fee is being assessed. If you did not have an employee but left your account open with the intention of adding a new employee, we filed a tax return on your behalf showing no taxes due. If you are no longer planning to hire a new employee, you can close your account through your online account.

  
  In addition to the emails referenced above, we sent you email updates about upcoming taxes and fees in June, July, August, September and October. We always alert our clients of any upcoming fees and taxes before the tax or billing period has ended, and again right before the tax or service fee is collected. That way, our clients have time to reach out to us to change payroll, ask questions, or even adjust their account status prior to any tax filing or billing collection.

  
  When you closed your account in October of 2022, we sent a confirmation email the very same day to confirm the change and to proactively explain the fees that would be debited from you in January - these fees were to file your Quarter 4 2022 tax returns, close out your tax accounts with the state, and prepare your year-end paperwork. Since we had already entered into the 4th quarter, a tax return needed to be filed and, therefore, we would bill for that tax filing. As stated previously, we always email clients prior to a tax collection or billing, so we also emailed you in December to alert you that tax returns were about to be filed and that youd be billed. We emailed you again in January letting you know of the exact debit details. 

  
  We are sorry to hear that you had a negative experience with closing your account, but we hope you can see that we have been very proactive in keeping this conversation open with you until the very end. Additionally, you and your employees will retain indefinite access to your online accounts, even now that your account is closed, so you can always access your payroll and tax documents when needed. And, of course, you can also reach out to us if you ever need any further assistance with your account. If you have any other suggestions on how we can be more transparent on our fees - we will always take feedback.
  
  

  
  

  Customer Answer

  Date: 01/12/2023

  Complaint: 18683243
  
  I am rejecting this response because:
  HomePay needs to clearly tell customers that when they inactivate their employee in the HomePay system they should ALSO inactivate their HomePay account until they hire a new nanny so that HomePay doesnt file taxes for a nonexistent employee. That is clear communication. The email that you have attached does NOT state that. In my view, telling the client that if their account remains open HomePay will continue to file taxes for them is NOT transparent. It is tricky. Clarity would entail one of the following:

  1.  Adding a sentence that says that Home Pay is legally obligated to file a tax return for any client whose account is open. Therefore, until the client hires a new employee, they should inactivate their employee AND their HomePay account so as to avoid being charged for a tax return. Reactivating the account can be done with a click of a button.

  2. And/Or HomePay should send an email reminder BEFORE each quarter reminding the client that the account is open, and that although they have no active employee HomePay will file a tax return for them and their phantom employee.

  I have more that 50 emails from HomePay dating back to before 12/2020. They are all automated and have tricky language that does NOT clarify this point. Furthermore, the email response from HomePay below attempts to vilify me and make it appear as if I am inattentive. That is not the case. Home Pay needs to clarify this point. Many other clients have complained about this practice.
  Regards,

  **************;
  
  *********************************

• Initial Complaint

  Date:10/28/2022

  Type:Product 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 had created an account with Care.com paying only for 3 months and did not want to continue service with care.com after the employee hired through care.com stopped providing care for our children due to the employees personal reasons. I spoke with someone by phone stating that we no longer have an employee with care.com and I did not want any further services with care.com including the tax service. The rep that I spoke with stated that tax's were being filed soon after starting 4th quarter and attempted to persuade me in using tax service but I declined. After making it abundantly clear I wanted no further services, 554 dollars were withdrawn form my account to pay the employee for hours she had not worked since quitting with us. I had to call me bank to dispute it and care.com was advised to work it out with the former employee after the employee stated she never received the funds. I was reimbursed the money by my bank and the dispute has been resolved on my end. Care.com is now attempting to charge me 175 dollars for taxes that I had already stated I am declining. I do not want any further charges from care.com and I am not paying 175 dollars for employer/employee tax service that I stated more than once "I do not want the tax service.". I am willing to pay 75$ for the month of september as homepay did take care of the paycheck service when I had an employee at that time.

  Business Response

  Date: 11/03/2022

  We were able to resolve the complaint directly. The client informed us that they will be withdrawing the complaint.

  Customer Answer

  Date: 11/03/2022

  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. I spoke with a representative named ***** that was willing to meet me part way in coming to an agreement. He also took the time to express his understanding in my frustration with the misunderstanding. 
  
  Regards,
  
  ************************* *******