SurePayroll Avis 1 799

Fees are not explained very well. Year end fees are being charged that I was not made aware of for W2 and reporting.

One of our employees works in two localities, which SurePayroll does not support. Then we find out that they are charging additional fees for W-2s that are going to be incorrect. I was told that they are not able to turn off W-2 processing and I am going to have to pay for tax forms that are incorrect due to a deficiency in their system.

Not intuitive, difficult to get support.

SurePayroll has been excellent to work with. Their customer service is consistently professional, attentive, and helpful, and their communication is clear and timely, which makes payroll easy to manage. I especially appreciate their follow-up—they always make sure everything is on track and that any questions are fully resolved. This was money well spent.

They charge exorbitant fees for minor things. After entering the wrong bank account number, they charged $70, the entire sum i was to be paid. I would never use a service like this again.

Software is buggy, customer service is frustrating, and it is nearly impossible to make changes. I would call the help desk to try to make changes to the plan and they would direct me to functionality that did not exist for me. Their 401k solution SecureTrust 401k/eplan services is also a nightmare, which took me over three months of repeated calls and document requests to finally be rid of.

We tested SurePayroll with one of our clients, and it turned out to be one of the worst experiences we’ve had with a payroll provider.

First, SurePayroll directly engaged with our client without our authorization and onboarded her themselves. Because of this breach of trust, we canceled our account in March 2025. They even sent us a written confirmation that our account was closed. We also clearly instructed them not to file any 2025 payroll tax returns, not to generate W-2s or 1099s, and that no further services were needed.

Despite the account being closed and SurePayroll confirming this by email, they continued charging us $39.19 every single month. Their customer service is beyond unacceptable. Every time we called, we were kept on hold for extremely long periods, forced to repeat the entire situation again and again. They kept promising refunds, but nothing has ever happened.

It is now November 2025, and we are still being charged monthly even though our account was canceled months ago. No resolution, no refund, just endless runaround and wasted time.

This has been the worst payroll provider experience we’ve ever encountered. Lack of professionalism, poor communication, unauthorized client contact, ongoing billing after cancellation, and zero follow-through on refund promises.

I am a one person organization. I was directed to Sure Payroll by my accounting service and it has been a complete and utter disaster. I began using them in the second quarter of 2025. For that quarter they completely messed up my local tax filings. In the five months since I had alerted them to this, not only has it not been fixed, but I am now receiving tax notices, fines, and penalties. What takes us to the next level is that I am still not able to run a payroll independently because they can’t fix the local tax set up. Remember, I am a one employee organization. So I have a payroll service where I am unable to run a payroll in my own. Have been utilizing various payroll services for approximately 30 years. Have never run into an organization that I believe is more incompetent than Sure Payroll.

I was briefly a customer (roughly 12 months ending in 2021), but found some charges to my account well after I left. I initially met some routine resistance in customer service, but once I got through some of the bureaucracy of customer service, their senior manager for customer experience, Nicky Gloff, made it all go away. She personally called me, acknowledged the error, and reimbursed my overcharges immediately. The error was unfortunate, but you couldn't ask for a better response to customer service complaints.

Darrell Davis helped me today and I couldn't have asked for a better customer service individual!
Darrell explained the process, which I did not understand prior to this call.
He was patient, clear with step by step instructions, and stayed with me to ensure we accomplished the task I needed.... which was to add deductions for an employee. He made the experience easy and relieved my stress!!

Jonna has been so friendly & helpful. I have enjoyed the experience.

6 month free offer was not applied. They are not a good partner for household employers and are looking to squeeze money out for every little thing. Customer service is not honest about options available and push options requiring a charge.
Not a trustworthy partner.

Billed before 3 months free was up

Great unless you need customer service. I've been with Surepayroll for a few years, so when it comes to doing payroll, it gets completed. That is why I'm still a customer. However, being a customer doesn't mean it doesn't come with its fair share of issues. Issues that include not paying my payroll taxes and finding out after I received a letter from the state, then jumping through several hoops trying to get it resolved. They will send promotional emails that promise a fee for your time/services/referral, you won't see the money they promise. They will say that Customer Care is handling it, but after 3 months, I'm still waiting and realize from experience, this time frame isn't uncommon with Surepayroll. Customer service is a hit and miss- sometimes you get lucky and get someone who is on top of things and can resolve an issue, while other times the issue doesn't get resolved or requires several follow-ups and a lot of your own time.

Reminders to submit payroll are timely and appreciated. Excellent staff to assist with account set up. I almost gave up out of frustration with hiring process and SurePay staff came to the rescue. They called me because they saw I was having a hold up and made the process easier.

SurePayroll is a PITA. Lots of minor fees for normal things (such as $39 to cancel a payroll you approved early even days before its due!!), customer service is terrible (ai chatbot is crap and the human help isn't much better), and often what should be simple tasks (like reimbursing an employee) ends up involving changes that inevitably lead you to mess up payroll because it's not intuitive. Regret selecting SurePayroll and will be switching when contract ends.

Service is superb!

This is my second time using this company. The first time around we had some mishaps because the CFO opted to change over to another service provider and year end docs were not provided by Surepay.

Now at a different company, I have enrolled the service and all has been smooth. A minor issue with an unemployment tax payment has required me to call Surepay for resolution and "JESSICA" has been outstanding in professional, attentive care of our needs.

For the price and resources, this company is a good deal.