I've used SurePayroll for over 6 years. System is good, overall through the many years I've had little to no complications with the actual website. I'll admit they have a great program that leaves you with little to no complaints. However if something does go wrong and you need help, you'll wish you never did business with these people because the customer service department is useless, in my opinion. Hours and hou you'll get rerouted 5-10 times and most of the times (9/10 times) at some point during your hold you'll get someone that would rather drop your call then deal with resolving your problem, in my opinion. When I say hours I mean minimum 3 hours to get anything done. I believe It's a endless holds and frustration. Most problems never do get resolved, in my opinion, I just either figure it out myself or give up on them all together. In my experience, when I finally gave up and canceled my services with them they were happy to charge me a fee in order for me to continue accessing all previous reports and files however gave no guidance as to how I can do so since they terminated my log in. In my experience, Now 4 hours of hold later I'm waiting for someone to pick up and give me new log in credentials to obtain previous employees W2. In my experience, 4 hours later , 2 people hung up on me, still no solution in sight. In my view, you would think a unique and complicated problem is at hand. Again, great website but long wait times on the phone makes it not worth it at all, in my opinion. I believe it would be better to go with a smalltime company that you can easily reach when you have a problem. In my opinion, a company that cares about their customers enough not to put them through such frustrating holds and incompetent representatives. Im sure they have plenty of smart and capable people that have gotten them this far but unfortunately, in my experience, I've never been lucky enough over the past 6 years to speak to one.
