Client Reviews on SurePayroll

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    • 4.5
  • 83 Reviews

Most helpful positive review

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By David Dyer Mar 16, 2019

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Most helpful critical review

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By Beth Kordick Oct 16, 2019

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Overall Feedback:

We have been using SurePayroll for 16 years and it has deteriorated dramatically in the past.year. I used to be able to input hours for our 10 -20 employees in 15 minutes and now it takes close to two hours. The system freezes up and we have to quit and start over (at least 5 times per payroll entry session), the system will turn direct deposit off for some employees forcing us get back into employee entry and turn it back on losing our previous payroll entry so we need to start over, the system will not include hours for all employees that have been entered, once again forcing us to start over, and so on. It takes minutes to save the data that has been entered and minutes more to bring up a preview screen. When I call the help desk, wait times are often in excess of 5 minutes. Using this service has become a real nightmare.

Overall Feedback:

I used their payroll service to pay a home nanny. It was relatively expensive for the service provided and unwieldy for someone with a single employee; however, it did get the job done. Their cancellation process for home employers is, I believe, intentionally difficult and I was charged for a year following my last payroll for essentially no service provided. When initiating the call to cancel service, I was told the cancellation team was overwhelmed and I should expect a call 48 hours later. They did not return my call in 48 hours. When I called again in 48 hours, I was told again that the cancellation team was overwhelmed and they would return my call in 24 to 72 hours. When I informed the "award-winning" customer service representative I had already waited 48 hours, they put me in touch with a cancellation provider, and I was finally able to cancel service.My interactions with the service group and website felt like a tapestry of tactics and propaganda, trying to hype their mediocre service while keeping you in less than equitable partnership. Use someone else.

Overall Feedback:

I have used SurePayroll for 2 years and couldn't be happier. The interface is so easy to use. I can run payroll with a click of a button on the app. Anytime I had questions the Customer Care team was phenomenal. They never rushed, explained everything to my satisfaction and were obviously happy employees. Kudos to Sure Payroll for running the right kind of business.

Overall Feedback:

I absolutely would not recommend this payroll company. I Have requested a callback from a manager 3 times and not one has called me back. The one time I did get a callback in the Spring was when I commented on their lack of Customer Service via Twitter. Then I had 2 call me! They have not handled the IRS issue we had, which admittedly started on my end, however they committed to assisting me with correcting the issue. None of which has been done causing me to have IRS and State penalties that would not have been as bad had they followed through. The worst part is I am dealing with a person via email that has no clue what they are doing. When you call in you cannot speak to a live person in their Tax Team Department. Go to ADP. I have had more conversations and follow-up just getting my account opened and making sure everything is going ok than the entire time I have been with SurePayroll.

Overall Feedback:

We have been using Sure Payroll for 15+ years and it has worked fine until recently. It has gone down the hill since last 1 year or so. Errors and delays in payroll tax filings are routine now. As a result, there are penalties and fines from various state employment agencies on us now. Customer service is almost non existent at this point. We are going to switch to another payroll company at the end of the year. It is becoming increasingly frustrating to use Sure Payroll.

Overall Feedback:

To whom it may concern, I'd like to you know that one of your associates was an absolute delight to work with today. Besides courteous, she was well informed and diligent.

Overall Feedback:

Austin Rigby was a big help in helping me understand their services and understanding the application process.

Overall Feedback:

Fraudulently billed our Company for 36 months after cancellation, when we contacted them about this they claim we never cancelled, then relented and said "someone reopened the account" - admit they haven't filed a report or run a Payroll on our account since April 2016 (it's June 2019 as I'm writing this), but they've continued to bill us $59.99 a month. After four phone calls back and forth with SurePayroll they closed the account, admitted they made a mistake, said they might be able to refund a few months of service fees, and sent over a cancellation docusign. Four days later they billed us again for $59.99 in service !!! Over $2000 in fraudulent charges, finally caught in our audit this year, with no resolution from SurePayroll in sight.Waiting on a return phone call from a manager after calling SurePayroll three times Yesterday, btw, apple will block their telephone number as "potential spam" when they call you and your phone won't ring. Probably all you need to know about this Company if you're considering them.

Overall Feedback:

Unilaterally reached into account and debited $2,500. They were unable to explain the cause after 30 days of contact with 'Help Desk' - who acknowledged there was no apparent reason - and terminated payroll services while they tried to find out where they screwed up.

Overall Feedback:

I had the pleasure of working with Andrew Randall Customer Service Representative at Sure Payroll. Andrew was vary professional and knowledgeable he answered all my questions and followed up with me to ensure that my concerns were addressed. Thank you Andrew for your commitment to excellent service.

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