SurePayroll
reviews and complaints

My wife and I contracted SurePayroll to manage our nanny's payroll. Once we moved states and no longer needed her services we cancelled our SurePayroll account. At the time of cancellation, I double checked that all necessary documents for this employee would be generated. Having received assurances that they would be, I closed out the account.

Imagine my surprise when I was notified that this former nanny hadn't received her W2. After placing a call to SurePayroll, a dismissive customer service agent demanded > $1, 000 to generate that W2. This is approximately 3x what it would have cost to continue services with them through the W2 filing date (January 31st).

Had it been explained to me that I would need to maintain service with SurePayroll, for no-longer employed employees, I would never have cancelled my account, and had I known this prior to initiating use of their services, foregone them for an alternative.

They effectively extort their customers. By far the worst experience I have had, with any company.

Surepayroll messed up with our IRS tax fillings. They filled under a wrong EIN number. IRS served the notice. They forwarded the notice and they reported us over the email that they have take care of the issue. However the issue was never addressed. Since then we sent them several emails, reported them the same issue through their website, spoke with several agents. They promissed to call back however never go back to us.

In the meantime IRS penelty pilled up, they never cleared the account. The worst company you can have for your payroll system. They do not care in correcting their mistakes. They stop responding, the poorest customer service you can ever find.

There are several payroll companies, just avoid your miseries and don't use surepayroll.

We contracted with SurePayroll to handle our payroll. We found mistakes with the payroll bank on November 2, 2014 and asked them to fix the problem. They stalled and then told us it was sent to their tech department. After calling and emailing them to get an update they told us months later it would be in "tech" for up to 6 weeks. It is now February 7, 2015 We do not have the corrected W-2's and they have basically said they can do nothing more to help us.

We contracted with Surepayroll to handle our payroll. They did not keep up to date with the laws of the State of California. We had to advise them of changes in withholding requirements. They filed our taxes late and we were assessed penalties from the IRS that they refused to refund us for. The made mistakes on the tax forms that were sent to our employees at the end of the year. The messed up every single aspect of their contract and refused to fulfill their obligations.

I've paid extra $2710 because i've used Surepayroll. Don't use them!

I have started using SurePayroll in May 2011, for 2 employees.
It was my first payroll company and my employees were new.
Surepayroll representative told me that they will take care of everything. However, in November 2011, I received a letter from NY state regarding not paying unemployment insurance for fine of 24, 000. I was never told by Surepayroll rep that its required.
I've decided to stop using Surepayroll because of that, however the saga continues.
I've called Surepayroll rep to cancel my services and he advised me to continue till January 2012 as otherwise they wouldn't file the taxes on my behalf.
I have called them in January and asked to stop the service. They have told me that I need to fax them a signed paper.
I've faxed them the signed paper on January 17th or 18th, and I thought that would be it.
But no...they NEVER received my fax. Is it my issue that their fax was broken? I received authorization when I sent the fax.
As of today 5/3/2012 -> they have charged me $210 extra and they don't want to refund it.
Experience with Surepayroll costs me $2710 extra in total (my fee for unemployment insurance was cut down to $2500) ! I would have been so much better going with a more reliable company, such as Paychex.

Don't be fooled by the sales associates who assure you that everything will be taken care of on your payroll. The customer service department for this company is completely inadequate. They repeatedly failed to notify me that it takes three weeks for any additions/changes to be made. I have also found that their online software is riddled with glitches which you must always check back to make sure they have corrected. I am amazed that I have run into so many problems when I only have 10 employees on payroll! Two terminated employees, who sales assured me would take no time to be input, will not be getting their w-2's until February because of Sure Payroll's inadequate support. This would be somewhat understandable if I had not started trying to get the situation resolved in early December. I will be going back to Paychex!