SurePayroll

Not helpful, not responsive, poor communication to customers. I've used them for a while and needed to change tax paperwork when we moved to a different state. Their communication and responsiveness are terrible - I've been emailing and requesting their help for over 2 months and not only has it not been resolved, they haven't even begun to work on the issue.

I had to make 7 or 8 phone calls to them just to get them to start resolving this issue, and that doesn't include all the emails back and forth. I would not recommend SurePayroll.

I will only give SurePayroll ONE start as a company, but am giving five stars here for a representative name Robin. In 20 mins she solved an issue I had with SurePayroll for the past five months. During the five months, I've been calling and calling SurePayroll -- either no one pick-up the phone (for as long as 7 hours, as i just left the phone on hold), or got someone promised to call me back with an answer but did not follow through.

I had an issue with a new employee paycheck and pay period dates. I called and spoke with Demetria, a customer service representative. She was outstanding, patient and knowledgeable. Kudos to her and to SurePayroll!

I've been using SurePayroll now for just over two years. For one of the lowest priced payroll services in the industry, I've never needed customer service. The website was always up and running and simple to use. Today, I couldn't log in, so here goes my first customer service encounter. I used the call back option rather than be sitting on hold. Received call back 30 minutes later from Casey.

She walked me through as she "reset" some things and when I was able to get past the point of the issue, she stayed on the phone until I got to the dashboard with no further issues. The in-between small talk I learned Casey is from North Texas. so Casey from North Texas if you're reading this, again I want to thank you your assistance this morning!

I had a great experience with a Customer Engagement Representative, Roxann Epiney. She was quick to respond and gave very clear directions to assist in setting up my account. I'm glad we've decided to use SurePayroll because of their excellent customer service.

I dealt with Dawn in Customer Service today, and she was a joy to work with. She was able to whittle through a lot of information behind the scenes to get me where I needed to be. My only beef is that it took over an hour to get there. It was not her fault however, rather the way the account was set up to begin with. She felt my pain though, and muddled through until we got to a clean and clear resolution. Thank you Dawn, for your understanding, your compassion, and your excellent service.

I was very fortunate that my representative was Gillian. I had multiple issues with converting one payroll account to another and she was able to solve each one. She was patient, incredibly knowledgeable and had a lovely and positive attitude toward helping me.

Absolutely the worst payroll company I've ever worked with. Signed up for our nanny last year, been trying to get ahold of someone for 2 months to get her W2 that she hasn't received and I can't login to my account. You wait for an hour and a half then it rings and you get hung up on. I use Gusto for my corporation payroll and it is WAY better and much more professional. I'd suggest using ANYONE other than SurePayroll.

I've been experiencing the absolute worst customer service. I don't know if anyone even works at the company. Hold times for customer service are 90 minutes. They offer a call back feature, and when they call back its another 50 minutes before you talk to someone. They promise a call back, over and over, and nobody calls. They have a live chat, but its actually an auto response chat, not a live chat.

They made mistakes on our 941 filing, and I've submitted the paperwork from the IRS to them, and its been months without a response. WORST EXPERIENCE EVER! I would not recommend their service, I would sell short their stock. I certainly am harvesting very bad ill-will over my absentee 3rd party vendor for payroll. I wish I knew this before year end, would love to have switched at the beginning of the year!

SurePayroll finally helped resolve some of the Workers Comp insurance issues, which was encouraging, but continues to disappoint on service. I have some basic questions about closing out the tax year and have called each day to speak with customer service. I select that call back option. It typically get a call back in a couple hours, but am then put on hold indefinitely. The first time I waited 30 minutes on hold after a call back, the second time 45 minutes. It becomes impossible to actually get work done in a day.