I used SurePayroll for a couple of years for paying my Nanny. As of August 2019 I didnt need the service anymore, I was told by the Customer Service rep that I needed to keep paying for the account or they wouldn’t file any tax documents for me. So, I kept paying the 52.99 per month. They stopped filing anything with the IRS (even the quarterly filings). I paid for the W2 and W3 prep and was told that it would be available after 31 December on my account. Come middle of January I went on my account to download the documents, and nothing was there. I called and I was sent my documents from 2018. So I called back. They told me to regenerate my documents would be 4-6 weeks, which would have taken me over the deadline on 31 January. Especially given that it wasn’t a ‘re’-generate, as they hadn’t been generated at all. After three more phone calls and speaking to a supervisor, taking up hours of my time, I received the in unsecured email, and not password protected, at 2 pm on 31 January. I got a call from the customer service rep named Paisley, who said they had fulfilled their service by getting them to me and submitting them to the IRS on 31 January and that they were only going to refund me 52.99, despite all the calls I had to make to get this resolved. She was rude, and made sure to tell me that I was incorrect that I had to get them to my employees by 31 January, the only requirement was that they got into the IRS by 31 Jan. The whole thing has been a nightmare, and I will never recommend this company.
This complaint and/or review was posted on HolySmoke.org on 04:05 am, November 21, 2019 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/surepayroll/.
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