Complaints

This profile includes complaints for Zenefits's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Zenefits

  1 Park Pl Ste 600 Dublin, CA 94568-7983

• 

  Zenefits

  50 Beale Street, Floor 10 San Francisco, CA 94105

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 12th 2023, *** received a message from a customer service manager from ClubZen that says I didnt do the 144 trainings from Zenefits and she decided to take away my reward points. She claimed that those trainings were not recorded in the system as she found out those courses has a less than a minute video. She decided to deduct my remaining points until I have negative points. I decided to reach out back to her and explain that *** accomplished many of those trainings and did pass the Zenefits Professional Exam before I joined the ClubZen. Therefore, those trainings that *** completed may not be recorded as she claimed to be but once I joined the ClubZen at the first time I can see that I have around over ******************************************** those points from the trainings that Ive completed. Knowing this her decision is firm and refused to believe about everything I said. The next day on April 13th 2023, as for today, Ive contacted the Zenefits customer service and trying to solve this issue. As for a result, they didnt solve my problem, instead they blocked me out from ClubZen and filed a complaint against me to my boss. They didnt even show me the proof of anything that claim I didnt do my trainings/courses. I hope my boss knows better because as soon as I passed the exam and become Certified Zenefits Professional I immediately let my boss know about it and emailed her the certificate. Zenefits got me nothing but in trouble at my work. I dont recommend to use this platform/software.

  Business Response

  Date: 04/18/2023

  Hi *****, our rep is reaching out to you to go over the situation but it looks like policy violations were made in acquiring rewards points and our team had previously explained to you why those points were removed. You can speak directly to the customer support manager who reaches out to you if you still have questions. Thank you. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19934019
  
  I am rejecting this response because the Zenefits is still refusing to show me evidence of what they claimed. They didnt show me any evidence that I didnt do the trainings they only claimed that the trainings that Ive done werent recorded appropriately so thats why they took away the rewards points that Ive got from my training accomplishments. They are still insisting that their software is right and they did the right thing to make an adjustment. Theyve got me into so much trouble about this and until they fix the issue and show me evidence of what they claimed to be then I will let this complaint stays. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/18/2023

  Someone is working with her directly on this to explain to her why this decision was made per our policy guidelines. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19934019
  
  I am rejecting this response because Zenefits is still refusing to show the evidence of what they claimed. They claimed that I didnt do the 144 trainings and therefore they took away my reward points and decided to deduct it. Zenefits refused to solve this issue and make this issue difficult. Zenefits refused to show evidence and one of their employees did throw a discriminatory comment against me and caused me in trouble at my work.
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/19/2023

  We will share this with our team and have them reach out again. Thank you. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19934019
  
  I am rejecting this response because Zenefits is still refusing to solve the issue. And keep on refusing to solve the issue.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022, I submitted a qualifying life change to remove all dependents from my benefits account. In September ********************************* which all employees could select new benefits options. I did not choose to sponsor any dependents and havent to this date. In January 2023 and March 2023 a card that was issued to ********************************* was used on 2 unauthorized transactions. The card issued to ********************************* should have been deactivated during the life change and secondly during open enrollment. I do not want to be help responsible or liable for these transactions and zenefits is telling me I need to be responsible.

  Business Response

  Date: 04/18/2023

  Hi, it looks like the customer didn't submit the appropriate form but our customer support team has reached out to her to work on getting this resolved. 

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zenefits never filed my W-2 to the **** thus the *** cannot confirm the amount of funds that were paid. They refuse to answer my emails and keep passing the hat on responsibility. This is a highly time-sensitive issue and nothing is being done. All I need for them to do is submit my w-2 to the *** and confirm with proof that it has been done.

  Business Response

  Date: 03/09/2023

  Hi *****, we apologize for the delay in responding. We have confirmed that a customer service manager has reached out to you regarding this issue. Thank you for your patience. 

• Initial Complaint

  Date:03/06/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zenefits not submitting, on behalf of the employer, per contract agreement, the *** 941 on time.Multiple attempts (3) to contact no response. When it comes to *** or payroll like issues Zenefits is very poor at responding, if they respond.Employer now has to pay a late fee to the *** due to Zenefits not correctly submitting.

  Business Response

  Date: 03/06/2023

  Hi ******, we apologize for your frustration. We have confirmed that you are in touch with a customer support representative about this issue and they have escalated it to our tax team. Please let that team know if you need any further assistance. Thank you.

  Customer Answer

  Date: 03/09/2023

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

• Initial Complaint

  Date:02/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On numerous occasions, glitches in the platform, incorrect settings, and lack of integration have resulted in mistakes in payrolls, employee information, **2 statements. Zenefits has consistently failed to provide adequate customer support, even for simple issues. We have experienced long wait times, unresponsive agents, and inaccurate information. The first issue is with our employees 2022 **2s. Zenefits did not provide us with an opportunity to review or correct **2s as an employer before releasing them to employees in late January 2023. When we notified them of inaccuracies, their first response was to claim it was too late to make any changes because the end of the 2022 calendar year had passed. The first is a lack of integration with our *** platform and the apparent end-of-year cutoff to make changes. Our *** platform released its **2 statement shortly after 12/31/22. Instead, Zenefits would not allow us to make any changes nor see the **2s until late January at the same time they were released to employees. We have asked Zenefits to add it to the **2s, which they have yet to do. Beginning in 2021 Zenefits placed a lock on the medical insurance information on pay templates. This resulted in multiple inaccuracies in several pay runs extending into 2022. We notified Zenefits of the issue and it took them over one year to remove the lock. We sent Zenefits a report of every affected pay run, along with the *** addition, so that they could correct our employees **2s, and we responded to every request for further information. However, since informing us that their Tax specialist team would be reaching out, we have received no updates from Zenefits, and no action has been taken. It has been over a month and the tax specialist team has not reached out. We have sent several follow-up emails asking for updates and have received no response.

  Business Response

  Date: 02/25/2023

  Hi *******, we have confirmed that a customer experience manager has resolved this issue with you. 

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All I am trying to do is get my w2's from 2022 from Venefits. It's been 3 days with no explanation. I can't believe this is accepted practice anywhere in *******. I will never do business with this company or any that do. No worker should have to wait for their documents in order to file taxes. Venefits should have automatically sent them...

  Business Response

  Date: 02/13/2023

  Hi ******, I have confirmed with out customer resolution team that you reached out on Friday, February 10 and they were able to help you resolve the issue that day. Please contact the customer service manager you were working with should you need any further assistance. Thank you.

   

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were a customer for over a decade. We both employees and contractors. We left Zenefits at the start of Q3. Zenefits was very clear that 30 days after leaving we would lose all access to their portal. Worth noting just because it does make it clear that Zenefits knew the relationship was terminated. Last week I received emails from contractors who had received emails from Zenefits that let them download 2022 ****s, for amounts that reflected Q1/Q2 only. Our current payroll provider had already correctly issued ****s for the entire year's payments. Zenefits did not have my permission to file anything with any government, and when contacted insisted this was normal behavior, although they weren't charging me and in all prior years I had to confirm I wanted them to file ****s. In order for my CPA to issue corrections I have asked for over a week, as well as in DMs in ******** that someone provide me copies of the documents they filed with the government. Alternatively, ***** me access to the portal again so I can download the dozen or so ****s and ****. This requires support reach out the tax team multiple times (I think we're on round4, each takes 1-2 days). Yesterday I did get an email with a list of the people/companies for whom ****s were issued, that theoretically linked to the ****s, but all the links were blocked to external users by Zenefits IT.I'm asking for copies of official documents they filed with the government for my company, less than a 20-page PDF. I am asking for this so my CPA and I can correct their incorrect forms, filed without my company's permission with the **** This is apparently a multi-week progress involving many communications between many departments of very low importance to Zenefits.

  Business Response

  Date: 02/14/2023

  Hi *****, I have confirmed that our team made contact with you on 2/8 and was able to provide you with the documents you requested. 

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Zenefits in October 2022. They over-charged me for 7 seats, when I only needed 6 seats. I requested this be corrected and be refunded, and have since been ignored by every team member I have contacted at Zenefits. I have an email from the sales rep acknowledging the mistake and saying they would fix it, but they never did. I have followed up numerous times, with no luck. I am now out $100+ and all future billing is using this incorrect information. They are blatantly ignoring me at this point.

  Business Response

  Date: 01/26/2023

  Hi ******, we have confirmed that a member of our customer service team is in touch with you regarding this matter. Please reach out to her directly should you have any further questions. Thank you. 

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took away the ability to call them. The response time they give by email is deplorable. They took away my ability to use their website the way I always have to be the admin of the account and now I have to wait an entire day between messages that should be a quick phone call but takes 3 days for them to respond to me and even when I resond within seconds of their response, I'm waiting another 3 days for a response. Yet, they like taking the broker fees every month for my company's offered benefits. They aren't even insurance brokers. They had to go find a company that was willing to be their broker partner. That company isn't so great either.

  Business Response

  Date: 01/10/2023

  Hi ******, we apologize for the frustration. We will escalate this to our customer support team and have someone reach out to you directly. If you have any further needs, please email us at *********************** Thank you. 

• Initial Complaint

  Date:11/29/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have worked with Zenefits for years and always paid a monthly subscription. We have always paid on time and worked in good faith. On November 14, we contacted Zenefits to cancel our monthly membership. They informed us that we were now on a yearly subscription and charged the account in full for 12 months. After attempting to get on a call, escalate the issue and show them proof that we were not on a yearly agreement, they would not reverse the charges for the 12 months, which totaled $1330 The Charge was made on 11/08/2022 for $1,330.36. We are happy to make the $108 monthly payment, but the remainder needs to be refunded. We did not agree to a yearly membership from November 2022 to November 2023.Zenefits is now working in bad faith to take money from small businesses through deceptive measures. This is not legal. We reached out on several occasions to remedy this with the merchant but they are being unreasonable.

  Business Response

  Date: 12/01/2022

  Hi there....we have already received a complaint from this individual and have escalated it for follow-up from a customer support manager. Thank you!

  Customer Answer

  Date: 12/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Finally, after months and months of trying to get a reasonable response they have finally now escalated the issue.  Shame on you Zenefits. I will continue to warn all businesses about the deceptive billing, non-communication, poor customer service.  It took months to resolve this and we have emails from Zenefit employees, managers and senior managers that contradict one another. No one internally seems to know what they are doing and the staff, management and team at Zenefits are hurting small business. Unacceptable.

  Zenefits finally made the right decision and will provide a refund but it should not have taken this amount of effort, negativity, distress and unprofessionalism. Again, shame on you Zenefits.
  
  Sincerely,
  
  ***********************************