SurePayroll, Inc.

Complaint: ***
I am rejecting this response because Sure Payroll entered the wrong EIN and continues to blame us for their error. I will never use Sure Payroll again as they lack the proper procedures and knowledge to manage simple payrolls. This has been a complete waste of our time and money as we have spent more time dealing with their mistakes than if we would have just done everything ourselves. In addition to the EIN issue they have calculated the incorrect TWC taxes even though they have been provided with all notices. Nothing short of an apology and a refund is acceptable
Sincerely,
*** ***

We have taken steps to complete the client's *** and have notified him of this. We thank the client for his patience

We have reached out to Johnny *** We are waiting for a copy of the cancelled check for a late payment Mr*** stated he made to the tax agency. Once we receive the cancelled check we will proceed with agreeing on a final resolution with the clientThank you

Initial Business Response /* (1000, 8, 2015/07/22) */
We are attempting to contact Mr*** to resolve this matter
Once we have spoken to him we can provide more information
Thank you

We have spoken with Johnny and explained the situation. We also provided him a direct contact should he have questions in the futureWe believe this matter is now resolved. Thank you

Surepayroll appreciates the opportunity to respond and apologize to MsC*** for her inconvenience and frustration. The *** ** *** (MA) changed Withholding Tax registration process in December 2016, just when MsC*** was opening her payroll account. Additionally,
MA is estimating Withholding taxes of $1,000, when actual tax due is $49.17. Our Tax and Compliance teams are working with MsC*** to assure all *** and *** tax IDs are setup correctly. (Note, there are no issues with *** and MA SUI tax filings or payments). If a MA SIT amendment is needed, SurePayroll will prepare and file it at no cost to MsC***Again, Surepayroll regrets the situation and is working closely with MsC*** to get *** and *** tax IDs synchronized.Sincerely,Patti W***

According to ** *** ** ***: “Household employers are liable as of the first day of the calendar quarter in which they pay total cash remuneration of $or more to employees.”As a result, the customer is fully subject to NY SUI for QWe have reviewed Qand Q2016, and
both were both paid/filed correctlyThe Qtaxes were refunded to the customer.We apologize if there was any confusion

SurePayroll appreciates the opportunity to respond to this complaint. We apologize to Mr*** his inconvenience and continued billing after his cancellation request was received. A refund of $(as requested in case *** three monthly fees of $each and Wfee of
$44.25) will be credited to the account on file by Feb 20, 2017. Again, SurePayroll appreciates and values the business relationship

SurePayroll appreciates the opportunity to respond to this complaint. We apologize to MsW*** for her inconvenience. As stated, there were several calls and online chats on the subject of 401k Catchup contribution and SUI Tax Rate. We have confirmed there is tax credit at
the agency and we are reaching out to MsW*** to resolve both issues. SurePayroll regrets the inconvenience and appreciates and values the business relationship with RICHARD FS*** ***Sincerely,Patti W***

Initial Business Response /* (1000, 5, 2015/06/19) */
The customer contacted us on two occasions to terminate their accountOn 7/17/the customer called in the first time to terminate the accountWe sent the client the termination form, which we are required by law to have signed, however we
did not receive the form back despite multiple attempts from our repto obtain the formShe was in contact with the customer on 10/12/and discussed the termination fees but never received the form after that
The customer contacted us again on 9/12/and the represent the termination form againUnfortunately we did not receive the form back again and the account stayed openThe customer did provide an email that showed the completed forms, however it was sent from *** (husband) to *** (customer) and not to the rep
The customer also states that we did not provide service filing the ** SIT ReturnsWe reviewed the cases and the client contacted us on 9/13/and provided us a tax notice that we did not file the QX XXXX returnOn 10/7/we refiled the report online and have not received a notice since then
As a courtesy, we are able to issue a month refundThank you
Initial Consumer Rebuttal /* (3000, 9, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As a courtesy? Seriously, I'm offended at your responseAfter habitually not providing the services we paid for and repeatedly not canceling the service as we requested you offer "as a courtesy" to refund payment for monthsNoThis is not acceptableIt's insulting
Final Consumer Response /* (4200, 21, 2015/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm glad they have contacted the state of ***What troubles me is their inability to apologize or refund the money we've been charged since September of (not to mention penalty fees with the state)They should also research how many reports they missed in and penaltiesMind you the September cancel date is the second attempt we've made at canceling this account we needed for month in We've been more than reasonable with our request for a full refund of services and fees
Final Business Response /* (4000, 19, 2015/09/14) */
We reached out to the state of ** and confirmed that the only returns they did not have were qand qfor We found the returns and stated that we again had the incorrect filing frequency of Semi-weekly vsMonthlyWe filed these returns online and we have the confirmation numbers if the *** *** would like to contact us for themWe don't want to share them on this forum
The ** Department of Revenue should now be in receipt of all returns for the time the client had payroll with us
Thank you for your patience in resolving this matter

Thank you for giving us an opportunity to respond. SurePayroll collects fees one month in arrears, meaning the January fee is for December support and includes SurePayroll filing year-end tax forms and W2s. Therefore, January fee is valid and correct. The signed
termination form (specifying tax filing requirements) was received on Feb 27th and normally SurePayroll processes a cancellation request within days. The February, March and April fees were charged due to the delay in receiving the signed formWe regret any inconvenience and are refunding February and March fees, total $to the account on file by April 26. Sincerely, *** *** Tell us why here

We have reached out to the customer and left a detailed message explaining the situationWe are happy to continue helping her if she reaches back out to us. Thank you

It’s very important that we protect our clients’ informationAs a result, we are only able to discuss the details of an account with the account ownerIn this case, we are awaiting paperwork to change the executive on the accountWe have followed up with the owner’s son and have not yet heard
back from himEmployees with access to their online account can still obtain W-2s onlineHowever, until the owner’s son officially takes ownership of the account, we are not able to provide copies of W-2s for employees that can no longer access their accounts onlineThank you for your patience with this process

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meAs long as they follow through with their statements
Sincerely,
*** ***

We are working with Emily Sass on a final resolutionWe believe we will come to a satisfactory conclusion and be able to close out this case. Thank you

We certainly apologize for the inconvenience, and have offered a three month refund. That is the best we can do at this time

SurePayroll appreciates the opportunity to respond and apologize to Ms*** for her inconvenience and frustration. We have contacted Ms*** and filed updated Flint Michigan local tax filings, with the tax refund being directly issued from the tax agency to Eastside Senior
Citizens Association. Additionally, SurePayoll has offered two months of free payroll processing. Again, SurePayroll regrets the situation and looks forward to continuing as Eastside Senior Citizens Association payroll providerSincerely, Patti ***

We have been in regular contact with the client and feel we have addressed the current issuesWe'll certainly continue to assist him should he have any further questions. Please note: we have not and will not report anything to the credit bureaus in relation to this
case. Thank you

Complaint: ***
I am rejecting this response because:Although SurePayroll finally responded and finally provided a legible W-based on my original complaint (e.gnot the poorly done scan where text was running off the corners of the w-as I was sent weeks ago after weeks of correspondence), I find their handling of the matter extremely disturbingThe entire handling of the Revdex.com complaint was horrible if not laughable in another wayYour course of business if to perform payroll services and provide a W-for the yearShould be extremely simpleWas this Revdex.com matter handled by another call center employee who can't create a w-or a manager of the company? Very strangeI used your payroll services for the first part of and paid for those servicesThe previous company using your payroll services went out of businessWhen your employee was not able to process the information for 4-weeks for the new LLC business (with a different federal tax id number, state unemployment and state revenue id), I was forced to close the SurePayroll accountNOTE: You had my account locked up so I could not process payroll, but were withdrawing funds for the service at the same time into the 3rd quarter of If you have any question why this level of service is not accept: Please see reasons in previous information and rationale for rejection in my complaint including making statements that our company that went out of business almost a year ago is at a different payroll company which is no longer in business as a rationale for denial of providign a w-after paid payroll services in the first half of How failure to read to email and phone correspondence(like this Revdex.com complaint) lead to final payroll reports not being filed with state and federal authorities which lead to fines(Don't worry my attorney and CPA got it all straightened out and filed the payroll returns