Don't Waste Your Time: Endless Payroll Discrepancies and Tax/W-2 Issues
Overall Satisfaction with Zenefits
- Easy to use and navigate for employees, managers and administrators
- Lower costs compared to other services
- Horrible customer service [I feel] that was so bad it caused us to cancel our service
- [In my experience] Constant payroll errors and discrepancies
- Several issues with W-2s that were not even corrected until after the filing deadline
- Payroll (had non-stop discrepancies)
- Tax Reporting Accuracy (had non-stop issues)
- Customer Service ( [in my experience] was the worst customer service experience I've ever had)
- ROI was very negative
Do you think Zenefits delivers good value for the price?
Are you happy with Zenefits's feature set?
Did Zenefits live up to sales and marketing promises?
Did implementation of Zenefits go as expected?
I wasn't involved with the implementation phase
Would you buy Zenefits again?
We used Zenefits for over two years. The product itself is great and what enticed us to sign up for the service. Unfortunately, [in my experience] the service had so many issues we recently canceled our contract and moved to a different service entirely.
We would have consistent payroll issues where there were discrepancies in the payroll reports and the bank transactions almost every pay run. The customer service [I feel] is HORRIBLE; honestly one of the worst customer service experiences I've ever had. What ultimately caused us to cancel is we had several issues with the 2020 W-2s posted. I submitted the support cases (3 cases) in January/February. I followed up at least every 1-2 weeks. Radio silence. Any time I would talk to a representative on chat, they would say it's a super busy time of year and someone would reach out soon.
No one contacted me regarding the cases until the middle of APRIL, after submitting the cases over 2 months ago. Then they waited until the very last business day (5/14) before the extended filing deadline (5/17) to resolve 2 out of 3 cases. Our 3rd case is STILL OPEN for the W-2 correction (it is June 15). I have followed up on this 3rd case every week and received ZERO response back from customer service. This employee had to file for an extension and is still not able to file his taxes because of Zenefits' unprofessional handling of THEIR MISTAKE on the W-2.
If this is how Zenefits handles something as important as a W-2, [in my experience] you should not sign up for this service. Do not waste your time with Zenefits. Even though it is cheaper, [I feel] it is not worth the endless hours wasted addressing the non-stop issues with the service.