Zen Payroll, Inc.

See attached

Initial Business Response /* (1000, 5, 2015/08/05) */
Spoke with the affected customer on the phone and the issue has been resolved.

Complaint: [redacted]I am rejecting this response because:
 Complaint:[redacted]I am rejecting this response because:1.) Sir, it has been nearly 2 months from the original date of this complaint.It took you a while to answer the complaint at first. Now this second reply comes...

approximately a monthfrom my last reply. You are very well versed in clever rebuttals. From your response everything works perfectly there at Zen Payroll or Gusto.If that was the case I would not have all these payroll problems involving 2-3 different states while only residing and doing businessin Florida for nearly 2 years now. Attached is the latest mistake by Gusto or Zen Payroll. I'm sure you'll have a good rebuttal that points back to me and it being "my mistake" again. NOTE:*I did my best in communicating by phone with your "CARE TEAM" no less than 2 occasions my Florida payroll start date is NOT until 4th quarter of 2017. Yet, this did not get filed correctly and I was sent an additional payroll bill by the Florida Dept of Revenue. As a result, I received a bill from a time I did NOT have a payroll since the paperwork was not done as I instructed. -- Again, this can happen when I and your CARE TEAM cannot send a message or communicate with the people that actually process my payroll. *You can start to see a pattern here. The same problem keep repeating in different forms. I can ONLY speak of my experience in using your services for 2 years. I do NOT know if none of your other customers have these issues. *You no doubt think I'm a problem customer. However, I was with other payroll companies for the last 15 years, set up exactly like this online and mostly "do it yourself" platform. I never had  1 payroll error or problem with the payroll company doing the paperwork wrong, filing in the wrong state or anything else like I described in my own personal experience I'm relating to you. However, ALL these "mistakes" are caused AFTER: 1.) Being on the phone with your "Customer Care" specialist(s) and following their instructions in how to set up the the account and maintain it. 2.) Your Customer Care people tell me, "oh don't worry about it, the people we/you can't ever talk to (Gusto payroll administrators) will figure all the outand you can put your concerns to rest. (As in the case in informing you about "CLOSED CALIFORNIA PAYROLL ACCOUNT" where you kept filing taxes claiming,"I did not close my payroll account." -If 3 of your "specialized CUSTOMER CARE" people do NOT give or know this information then you need to explain how very basic operations in managing my payroll account work on the Revdex.com site.  (Is the WRONG and misleading information given by your employees that resulted in all these problems my fault again)? 3.) No further instructions, information or help was given for how to properly set up the account and make changes (e.g. when you move from one state to another or starting date in new date) or anything else. -All incorrect info I followed in experiencing these errors, mistakes, delays, instructions and/or lack there of, was from your CARE TEAM there at Gusto. Sorry, I didn't just make up going in the wrong direction after being proactive and trying to avoid the very problem(s) I complained about in this complaint. 4.) You're right in many ways. You have a "self-service payroll service." I'm clearly on my own. The people you hire and train to answer the phone have very limited information. When they do not know which appears from my experience to be about 70% of the time, they tell me to "disregard" my concerns and that the "people in payroll will get that figured out" and not to worry. 100% of the time it has resulted in payroll problems...That is why there is a complaint now. -I did NOT expect to be 100% on my own and have to figure out how to correctly do payroll all by myself. I thought I was getting a little "leadership." -At this point, it would have been much easier and I would have avoid all these problems and errors with using Gusto had I just purchased a "self-service payroll software"and filed taxes myself. 5.) As I mentioned, I called several times and stressed "I'm no longer in California and have no payroll in California as I moved to Florida over a year ago." Your customer care team reviewed my account and told me, "you deleted all mention of your California account and addresses. It will be clear to payroll people not to file taxes and tax forms in California. -And YES, the California payroll accounts for the state of California have been closed for a year now. So it doesn't make any sense you would just keep filing payroll in California for me. -Again, it's extremely infuriating your call center people do not know what to do and give misleading responses. From my 2 years of experience with you company, it appears no one including me or the call center people "CARE TEAM" can pass this type of information to your payroll people to avoid these types of errors from happening over and over again. 6.) If certain aspects of payroll need to be handled in my account, then I should NOT be receiving incorrect information over and over again over 2 years from your "CARE TEAM" call center support. 7.) I can ONLY rely my personal experience in describing my frustration, errors made over and over again in my payroll and complete disatisfaction with your Payroll services at every level in this/these complaints. 8.) The fact it has been nearly 2 months now from my original complaints and you're now responding after many weeks of delays, indicates you have little or no concerns for these types of problems in your business system. 9.) There were issues when I used your payroll services in 2016 in a different state with processing my payroll, paying taxes and then being contacted by your payroll people (who no one can ever talk to) that "miscalculations" were made and "my account would be debited" a second time for personal and/or business payroll taxes. -- So this problem is not unique to the last 3 months of using your payroll service in 2017.-Maybe I'm the only customer who sees/experiences these types of problems with using your services. I do NOT know. I can only tell you about the problem and errors I have experienced. 10.) I already wasted a lot of time. I do not expect that you've changed anything so the next customers will have a better experience.Like I said the fact this complaint is almost 2 months old and nothing in your services have changed on my side, I do NOT want to continue discussing problems that fall on deaf ears and/or are only responded to by "deflecting" the problem with using your payroll service back to me. -If you had any real concern, I would have been helped from November 21st 2017 the original date of this complaint. -I haven't received any help on this and just got excuses reminding me what I discovered using your services, that "I'm on my own." 11.) If any of your statements are correct then:Your "CUSTOMER CARE" team lead me in the wrong direction, wasn't able to assist in avoiding all the mistakes you mentioned in your rebuttal and was NOT able to communicate and reply my concerns in early October to avoid all these problems. I did my due diligence to avoid ALL these problems by:A.) Waiting on hold many times to talk to someone at Gusto B.) Explained this concern and how I wanted to avoid a problem later. 12.) PLEASE NOTE:I tried cancelling my payroll service at the end of 2017 and just close out the year with you. Now the account is locked up, I'm unable to cancel WITHOUT arranging a sales call or exit interview. Again, I'm stuck using your services. I tried writing a formal letter of cancellation, but keep getting roboticanswers to complete additional steps. 13.) Like before everything else failed in trying to communicate with your CARE TEAM or administration.My only recourse was to disconnect my bank account so you don't keep charging me for payroll servicesJan 2017 and forward. Please see you cancel everything on your side. 14.) This complaint and getting any real help on this went no where...Just more and more of the same.If anything you said is correct at all, then ALL the mistakes are based on: A.) Instructions and misinformation given by your payroll CARE TEAM, I spent hours on hold and taking to get my current level of knowledge using your payroll. B.) If I did NOT get the information you're telling me know, it because it was NOT given by your employees even after requesting assistance on these matter or theydid NOT know this info either. ---If you want to avoid having to explain your policies, procedures and operate my "self-service" payroll through the Revdex.com, then I suggest training your employeesand creating a better communication system. These problems will continue to occur when I and seemingly many CUSTOMER CARE employees are NOT able to communicate with the people who actually do the payroll. And like in the many experiences I have get it wrong when they actually do the payroll. I have been with payroll companies for many years and never had a problem. This was just my experience I can tell you about. I have no doubt other people have an uneventful payroll experience since
they are in one state, never move and the people just keep doing the same thing over and over again WITHOUT need
to carefully check, review and update the paperwork.
 
I do NOT want to waste anymore time in this ridiculous dialogue. I had no way of communicating with anyone other than the
people who constantly lead me in the wrong direction with WRONG information over the phone. So I hope my feedback on
personal experience was of some value if you're considering any changes in how these types of customers service
and administration in the future.
 
I hope it's clear by now I'm not trying to get something from you other than the basic scope of payroll services you debited my bank account for each month. Sincerely,Mark [redacted]Sincerely,Mark [redacted]