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Business Profile

Computer Software

Zenefits

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

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

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Zenefits has 2 locations, listed below.

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    • Zenefits

      1 Park Pl Ste 600 Dublin, CA 94568-7983

    • Zenefits

      50 Beale Street, Floor 10 San Francisco, CA 94105

    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 10/4/2022, I reached out to Zenefits Support about social security wages were not being reported to the *** for multiple employees. They cannot provide information that W-2s or tax payments was actually sent to the ***. I was told I would get a response today 10/4/2022. The response I received was an email stating that someone will work on the case and I will get a response in a few weeks. It's been almost a month and there has been no response to a time sensitive tax related request. A current employee is also being audited by the *** and that person also reached out to Zenefits on 10/4/2022 and still have not received a response.

      Business Response

      Date: 11/07/2022

      Hi ****, we apologize for the frustration. Someone from our tax specialist team will be reaching out in the next few days. We will monitor it to ensure follow-up. Thank you for your patience. 

      Customer Answer

      Date: 11/09/2022

       
      Complaint: 18348654

      I am rejecting this response because: the response did not answer my question. I got an answer of "I don't know". I asked a follow up question and I have not received a response yet. 

      Sincerely,

      *************

      Business Response

      Date: 11/15/2022

      Hi ****, our apologies you are not satisfied. We have asked our customer service manager to reach out again. Thanks!

      Customer Answer

      Date: 11/15/2022

       
      Complaint: 18348654

      I am rejecting this response because: ******* said someone will reach out to me. The matter has not closed. 

      Sincerely,

      *************

    • Initial Complaint

      Date:10/06/2022

      Type:Order Issues
      Status:
      Answered
      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 just found out my payroll company is refusing to send me my tax info and didnt submit the money they withheld in taxes to the government. I am requesting proof and documentation that the tax remittance was sent properly and not pocketed.

      Business Response

      Date: 10/11/2022

      This is a duplicate complaint and response was given on the other complaint. Thank you. 

    • Initial Complaint

      Date:10/06/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 was my payroll company for ********************* They are refusing to provide me my tax documentation for 2021, saying that they are no longer required to, so I am unable to complete my taxes.

      Business Response

      Date: 10/07/2022

      Hi *****, we have confirmed our team did send multiple reminders to you to download your documents before leaving Zenefits in June 2020. You also had the option to purchase Read Only access for an extended time. Unfortunately, we are unable to re-activate your account and the timeframe has passed to access these documents. Please call the customer service team for further explanation if required. 

    • Initial Complaint

      Date:09/16/2022

      Type:Billing Issues
      Status:
      Resolved
      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 is a payroll administration service that collects state taxes on behalf of us and our employees and is responsible to file local tax records and pay local tax authorities. They have deducted taxes from us and our employees, filed tax records but have failed to pay the local tax authorities. We have received a lien and $20,000 fine. Zenefits has refused to respond to our requests for information on these cases - perhaps this is a systematic fraud operation? Hard to tell

      Business Response

      Date: 09/26/2022

      Hi *****, apologies for the delay. We have received confirmation from our team that a lead tax specialist is in touch with you regarding this matter. Thank you. 

      Customer Answer

      Date: 09/27/2022

      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.

      Sincerely,

      *************************

    • Initial Complaint

      Date:09/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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, a Payroll Svcs provider, is, essentially, unresponsive when it comes to matters involving tax notices received from the *** and / or the applicable state revenue agency. It is impossible to get a live person on the phone. They choose instead to have a random support person let you know via email that your issue has been "received" and that they are forwarding to their Tax team. From there, issues go into an abyss for weeks or months. We have an issue with the *** that has been ongoing since May '22 (despite the fact the Zenefits Tax person told us it was rectified) to the point the *** is now saying we owe them over $120k. We also have ongoing issues, seemingly every month / quarter, with the state of ** **** of ******* where we receive notices of amounts due or returns missing etc. ***** agencies are threatening levies at this point and it's simply not possible to get in touch with anyone at a management level at Zenefits. We even attempted to contact the *** ourselves to get the issue resolved however we weren't able to do so as Zenefits files our 941's for us and we didn't have all of the needed information.

      Business Response

      Date: 09/19/2022

      Hi ******, our apologies for the delay. This has been escalated to a customer service supervisor and we will monitor to make sure it is answered as a priority. 

      Customer Answer

      Date: 09/20/2022

       
      Complaint: 17924544

      I am rejecting this response because:

      the one issue involving the *** claim that our Company owes them money has been ongoing since May. In the few weeks since I filed this complaint, I have AGAIN reached out to Zenefits multiple times via email, requesting a phone call from either a CS supervisor OR, more importantly, a ******** supervisor, I have received absolutely no response. With regard to the *********** tax issue, I haven't even received an email acknowledging receipt of that issue. This is absolutely unacceptable. These issues need to be resolved as soon as possible and I need to speak to someone who can explain to me why we continue to have issues month after month with the *********** tax authority and why it has taken in excess of 4 months to resolve the issue with the *** - with no communication to us from Zenefits whatsoever during that time. 

      I would like a call back from someone at Zenefits who is knowledgeable about the issue(s) we are experiencing and who can take the necessary steps to resolve them. 

      Sincerely,

      *************************

      Business Response

      Date: 09/21/2022

      Hi ******, we have escalated your concern and have confirmed that the Zenefits **************** team is in touch with you on this issue, and that you have a call scheduled for this week with a supervisor. 

    • Initial Complaint

      Date:08/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Payroll processor, Zenefits, is delinquent in paying out of state employee withholding taxes to the ***************** that they have already collected from our company. Zenefits will not provide us with a phone number to reach them to resolve, and the ***************** is now accessing penalties, fine and interest for non-payment. Zenefits collected the payroll taxes from ** for in the ******************* but are not distributing the withholding.

      Business Response

      Date: 08/17/2022

      Hi ******, we have confirmed with the TriNet Zenefits customer experience team that they have been in contact with you to resolve this issue. Please reach out if you have any further issues. Thank you. 

      Customer Answer

      Date: 08/17/2022

       
      Complaint: 17715786

      I am rejecting this response because: Zenefits has been in touch, but only to say that they received my information.  They have still NOT responded or resolved the issue with them not having properly filed the payroll taxes for my business.  My business has received penalties for their failure, and I have a serious legal threat of levy because Zenefits continues to be NON-RESPONSIVE to tax authorities.  Remember, Zenefits COLLECTED money from my business.  Zenefits dedicated the money from my accounts and they are in control of funds that they are illegally holding without paying the tax authorities.  Zenefits has not properly handled my businesses money and paid taxes as they are contracted to do.

      The ************** Attorney has contacted ** because they too have NOT received a response from Zenefits.  Is this a fraud business?  Are they collecting money and running off with it????   

      Sincerely,

      ***********************

      Business Response

      Date: 08/18/2022

      Hi ********************** findings thus far show part of the balance due is from a quarter you were not full service with Zenefits.  The other amount we verified your agency received and were processed timely.  Because your agency has not yet signed a *** our customer experience team has been unable to speak directly with you. However, last we heard, the *** is in progress now, however your agency indicated it takes 4 weeks to process.

    • Initial Complaint

      Date:07/28/2022

      Type:Billing Issues
      Status:
      Answered
      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 is allowing a fraudulent person to continue to attempt to complete ACH withdraws on my bank account even after we contacted customer support indicating that this said company was impersonating me and my business (case ********). This fraudulent company (registered under ************************* submitted a fraudulent ID which was then not verified by Zenefits. Zenefits is aiding in unauthorized ACH withdraws and has failed to mitigate this activity (freezing account/money). A police report has been filed and the *** has been contacted. $432,000 has been fraudulently withdrawn from my account on behalf of Zenefits. My financial institution has deemed this as fraud through their investigations. The bank Zenefits uses in *******, ** has submitted to my institution the fraudulent ID that was "accepted" by Zenefits during their enrollment of this fake company. This needs to be resolved immediately.I will provide all information needed to aid in resolution of this matter.

      Business Response

      Date: 08/02/2022

      Hi Nikos, I have escalated this internally to the appropriate individuals and they are looking into it further. Thank you for your patience. 

      Customer Answer

      Date: 08/03/2022

       
      Complaint: 17636608

      I am rejecting this response because: I have inquired on this case a dozen times and have not received any sort of help to resolve this fraudulent activity.  The only email I ever received from Zenefits states that they're "escalating my case" and I never hear back from them.  Zenefits did not do their due diligence to verify identity during the onboarding process and then allowed this fraudster to steal close to half a million dollars from me.  The ** used for user ************************ is FAKE.  ********************* (the bank Zenefits uses) sent the bank I use the fraudulent ** that was accepted by Zenefits.  That is not me nor is it even the correct address.  The picture is of someone I have never met nor seen.  The middle name is incorrect as well.  This is Zenefits liability due to their blatant negligent business practices.  Using my business EIN and pulling my credit without my knowledge or consent is unlawful.  This needs to be corrected immediately.  I expect nothing less than a full refund of funds stolen on behalf of Zenefits.   

      Sincerely,

      *************************

    • Initial Complaint

      Date:07/25/2022

      Type:Order Issues
      Status:
      Answered
      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.
      About 5 years ago I signed up for Zenefits online Ive tried and tried to cancel this service by phone, by email, and online, every year for 4 years. And yet their cancellation policy is that they have to be notified by email within 30 days of the end of the term of the annual contract. Even though Ive told them, 3 mos, 6 mos, ***** mos ahead of my expiration date, they do not consider this an official withdrawal and the KEEP billing me every year. Yes, it is my fault that I always forget to cancel within the 30 days. But its a ******** policy aimed at keeping customers who wa t to leave by limiting their customer service support (in regards to cancellations) to only 29 days prior to expiration.I keep getting charged and I want this policy changed because I believe its purposely planned to trap customers into renewal. I should be able to cancel my contract no matter how much time is left on it. Thank you,*****

      Business Response

      Date: 08/01/2022

      Hi *****, we apologize for your frustration. We will cancel your account as of 7/24/2022 and refund $384.00. Please reach out to TriNet Zenefits customer service if you need anything further. 

    • Initial Complaint

      Date:07/18/2022

      Type:Product Issues
      Status:
      Answered
      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 misfiled our tax documents, continued charging us for months after we canceled our subscription and told them that they were no longer authorized to debit money from our account, and refuses to respond to our correspondence to correct the tax filings.

      Business Response

      Date: 07/21/2022

      Hi *******, we have confirmed that a member of our team has reached out to you and was able to resolve the issue. Thank you. 

    • Initial Complaint

      Date:07/12/2022

      Type:Billing Issues
      Status:
      Resolved
      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 am a small nonprofit that decide to use Zenefits to assist with my remote employees for timekeeping. I set up the account with them, which was user-friendly, but to my surprise, they had these conditions for utilizing their service, which is to maintain a payroll account, even though I wasn't using it, because it was too much additional to pay them along with my employee. So I only maintained that plan for the sake of keeping the timekeeping app to track their hours. Then, over summer, I decided to hire some volunteers, 6 of them, and add them to the app to record their hours, and they had an option for volunteers, which I selected, and the option to add them to payroll, which of course I declined. Somehow, I was charged for each of the volunteers as if they were on payroll. This doubled my usual invoice, so I immediately emailed support. They never helped me resolve a simple invoice to reflect that these were only volunteers, so I shouldn't be charged. They implored they wouldn't fix the invoice, and they never helped me. I called, I emailed, but no one responded with any helpful resolution. Finally, I get another email saying they will not refund me for my subscription for a year, nor will they cancel my account until I pay for the incorrect invoice? How is this possible. I cannot get any assistance on the invoice, no assistance adjusting the invoice, and no one ever called me to fix the problem. They simple responded by email, pay the balance. I am shocked. I took a look at their other reviews and customers are experiencing the exact problems I have, and no one seems to be accountable for their practices. This situation is sickening, because you cannot reach anyone, to help you and their reps, of course aren't equipped with escalation strategies that help in any way. I still have two invoices that I cannot seem to resolve, and they keep my account open. It's abusive. This is not good for customers to endure the stress of not resolving the account, accrue costs.

      Business Response

      Date: 07/15/2022

      Hi ***** our customer service manager has reviewed your account and approved a cancellation as of 6/1/22 and removed your delinquent debts so you owe nothing further. Please reach out to Zenefits customer service if you have any further questions. Thank you. 

      Customer Answer

      Date: 07/18/2022

      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.

      Sincerely,

      *************************

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