Complaints

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

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  Paylocity Corporation

  1400 American Ln Schaumburg, IL 60173-5452

  
• 

  Paylocity

  49 Russell Street Rochester, NY 14607

  
• 

  Paylocity Corporation

  115 W 29th St Ste 809 New York, NY 10001

  
• 

  Paylocity Corporation

  21 Fadem Rd Springfield, NJ 07081

  
• 

  Paylocity

  3600 Chamberlain Ln Ste 148 Louisville, KY 40241

  

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:11/13/2023

  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.

  They sent my spending account settlement check to an old address because their computer is messed up and it said my bank account was locked (It's not locked, I've been using it), so they couldn't direct-deposit. Now they aren't helping me even though it's their fault, and I REALLY NEEDED that money back into my bank account. If I couldn't get the money right back, I wouldn't have had the repairs to my bike done.

  

  Business Response

  Date: 11/14/2023

  Hello *******, 

  I am following up on the voicemail that I just left you regarding this situation.  Unfortunately, Paylocity doesn't work with the employees directly for security reasons so if you could please provide the name of the company you were employed by or the company Id; I would be more than happy to reach out to the necessary contacts to get this resolved as soon as possible.

  Again, please provide the name of the company you worked for or the company ID if you have it.  Once I have this information, I will then reach out to the necessary contacts for additional assistance.

  Thank you,

  Have a great day.

   

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service 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.

  Our company requested that Paylocity amend our 941s for three quarters. We paid an additional price for this service. Upon closer inspection, after the 941s were amended, I see that they were done incorrectly. On September 21, 2023, I reached out to Paylocity to advise them and ask why the amount we paid did not match the amounts on the 941s. I have been calling or emailing Paylocity daily since September 21st to get an answer. The only response I receive is "we are working on it." This is exhausting and disheartening.

  

  Business Response

  Date: 10/31/2023

  Hello Shilo, 

   

  We have sent you the *** transcripts and supporting documentation on 10/31/2023 this was sent by our service team to you in a email with the Subject line of 941s Amended Incorrectly. Please see that communication for the supporting documents that were provided for your amendment concern. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20805999
  
  I am rejecting this response because: I have reviewed the response made by the business in reference to complaint ID ********. I did not receive any correspondence between Paylocity and the *** that would have accompanied the amended 941s, which is what I requested. I simply received *** transcripts for Q1 2020-Q4 2021. I forwarded the transcripts to our tax attorney to see if these will suffice. I will not receive a response until the end of next week. Will I receive a refund because the 941s were filed incorrectly?
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/02/2023

  Hello Shilo, 

   

  We will have our Service leadership reach out to you to discuss the issue with the 941 issues you have and discuss options and the documentation that was provided for your 941 complaint. 

   

   

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20805999
  
  I am rejecting this response because: I do not trust that they will reach out to me in a timely manner.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/24/2023

  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 used Paylocity payroll services for several years and due to poor customer service we left in early 2023 and went to Gusto. I admit that the HR person we had on staff at the time did not properly do her job in that she did not pull all files/records from the account before closing it, so when we hired a new accountant to work with *****, they informed us of additional files required to complete early 2023 payroll (amount earned to date). Paylocity did let us gain free access twice to address these issues, which we appreciated.But this is a case of you don't know what you don't know. Now we again are told there are more records that were not pulled and are required for doing our 990 organization taxes. We asked again for access, but did not request complimentary, we expected to pay for a day or two access. Paylocity refuses to allow us to pay for the two days and are forcing us to pay $1,000 for ONE YEAR, which we do not need. I have repeatedly told them we don't have $1000 and please provide a prorated option, they are refusing. We have no choice but to use money earmarked for the public charity to pay them. I would like money returned at a prorated amount, equaling ONE WEEK of ONE YEAR at $1000.

  

  Business Response

  Date: 10/24/2023

  Dear *******,
  
  We appreciate your feedback on Extended access, a feature that allows you to access your reports for a longer period after your services have expired. Our standard policy is to ***** extended access for one month after the completion of your Service. However, we understand that some clients may need more time to review their reports and make decisions. Therefore, we offer an option to extend your access for up to one year for a fee of $1000. This fee covers the cost of storing your data and providing you technical support, as we no longer have an active service agreement with you. We have already given you extra access at no charge on three separate occasions as a courtesy. Due to your continued need for reports from the system and the amount of data you require, we cannot offer you additional access without the fee or deliver your data securely without extended access. We hope you understand our position and take advantage of this opportunity to access the system for the next year.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20774542
  
  I am rejecting this response because the original complaint was filed based on what we view as poor business practices that lack equitable consideration for levels of extended support based on a company or nonprofits income and associated needs. In the response, it was noted we were given courtesy access three times (it was twice), but that is not the point. We didn't expect nor did we request free access, we expected to pay but pay a reasonable fee for our needs. In the response above, it also states that there is only one option (one year at $1,000) without any levels to accommodate the various financial limitations of their clients and this justification is based on the need to store information, which costs Paylocity a fee. 

  However, we do not need them to store our information past January of ****, enough time to pull our w2's for 2023. That is an extension of 3 months we would require Paylocity to store our files, or a total of $250. We feel requiring storage be kept longer than needed simply to collect more funds from past clients is simply ethically questionable. 
  
  We would like Paylocity to consider changing their protocol to be prorated per the need of the client, which should be an option for those of us where $1,000 would be taken directly from public donations earmarked to do mission work. If Paylocity is not concerned that this is troublesome to the broader population, then at least recognize this ask puts us in an unnecessary financial strain and consider allowing us access through Feb 1st at a prorated amount of $250 to cover your storage and admin fees.

   

  
  Sincerely,
  
  **************************************************

  

  Business Response

  Date: 11/01/2023

  Hello
  
  Paylocity doesn't base our cost off the profitability of any form of business. Since we cater to all forms of business with our software. The cost that is available for extended access is based on a full additional year of access to the system and the required Support for that access. As we stated in our first response, We try to provide options without a cost as we have done already with  first allowing for a month of free access after termination and provide access 3 additional times with no cost. based on the continued need for access, we are offering to provide the full year extend access so that you are assured to have the access that is needed for a additional year to allow you to collect all necessary data that you may need that your new payroll solution  is unable to provide you. We do not provide a prorated access option. 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20774542
  
  I am rejecting this response because we still feel the overall practice of this business is unfair and unethical (and we only received two complementary access passes and offered to pay both times, just not for a year). We will take our grievances with this company to social media to alert others of this unethical, inequitable business practice.
  
  Sincerely,
  
  **************************************************

• Initial Complaint

  Date:10/11/2023

  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 started a job with a company called ****** Tool and Machine in 2021. Paylocity worked fine. I was easily able to see my check stub. I left ****** in 2022 for a more lucrative job. Six months later, problems out my control, lead to me going back to HTM. ITS BEEN OVER SIX MONTHS WITHOUT SEEING A CHECK STUB. All I can see is information from the first time I worked at ******. Me and my employer has reached out to paylocity to correct this problem but they refuse to speak with me about it and they tell HR they can't fix it. At this point I'm about to find another job but this would only hurt my current employer. I just want to have access to my check stubs. I'm concerned what will happen come tax time. Thanks ***********************

  

  Business Response

  Date: 10/13/2023

  Due to security restrictions, our Paylocity Service team can only speak to authorized contacts for our clients.  Please have your employer reach out to ********************************** and we can look into this.

• Initial Complaint

  Date:09/16/2023

  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 am an employee of sharps compliance who uses Paylocity. I did my taxes back in April and have been audited because Paylocity left out an element of the employer state Id number in the box. I contact my HR to resolve this she has reached out to Paylocity multiple times still no fix. I called Paylocity myself and gave my information he says we wont even talk to you because you are not the boss and Im like but the problem is created on your end and you wont even fix anything he said sorry thats not my problem. So basically Ive spent multiple hours with my company the **************** revenue and stressed for months now because the burden is on me even though I cant do anything about it. Essentially I would just love it if they could give me a corrected W2 I have forbearance until October so not long and Im running out of time.

  

  Business Response

  Date: 09/17/2023

  Hello ******, 

  
  We are sorry for the delay in correcting your W2 form. We understand your frustration and we appreciate your patience. We have been in contact with your HR department to sort out this matter as soon as possible. However, due to our security policy, we cannot share any details with you directly. You will need to reach out to your HR department to get an update on your W2 form. They can also request any assistance from us if needed. Please contact your HR representative for further information. Thank you for your cooperation.

   

   

• Initial Complaint

  Date:08/25/2023

  Type:Order 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.

  Our company, *********** Brewing, had contracted with Paylocity for our payroll company at the end of 2021. The conversion was not successful and we decided to remain with the payroll company we had been using. We asked them not to produce W-2's, or file with the **** since the information they had was incorrect. They agreed, but the incorrect W-2's were issued by Paylocity anyway. Correct W-2's were issued and filed with the *** through our prior payroll company. We are having employees reporting that they have had their income from 2021 reported to the *** twice. We have tried to contact Paylocity on multiple occasions over several months and have not gotten a response. We need a contact within Paylocity who can tell, first of all, tell us what was filed with the **** and second, if they filed with the **** file an amended form with 0 amounts.

  

  Business Response

  Date: 08/28/2023

  Hello, 
  After further discussion and research on this end I was informed the information for next steps was emailed to *********************** on the client's side on 6/3/2022.  I do not see this sender's name as a contact that was set up as an approved contact to if Additional assistance is needed, those questions should be sent to **** at ****************************** or called @ **************.

   

  Thank you.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20522481
  
  I am rejecting this response because: I have spoken with **** and she does not have an email with the next steps. Please resend it to *************************** That email address should match your records for an authorized contact. If it does not, please respond with contact information for a person **** could contact to resolve this issue. The main problem is that we have not been able to speak with anyone to help resolve this issue. If I am not authorized, **** will follow up. Thank you!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/28/2023

  Hello

  The Next steps were sent to the email address  ****************************** under the Subject line RE: CS147780 -Account cancelation.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20522481
  
  I am rejecting this response because: **** has nothing in her email with that subject line. If it was sent in June, her cache clears after 30 days. Was this email resent yesterday? If not, please resend as of today. Also, please give a contact to help resolve this matter. If you will not give it to me, because I'm not authorized, please call her cell phone. You should have that number in your records.  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/29/2023

  Hello.

  I have forwarded the email to ********************* that was initially sent to her back on 6/3/2022 for her reference.  She has already sent an email to the point of contact that she was working with when they were with Paylocity.  I will continue to monitor the communication to confirm that she receives the necessary information.

  Thank you.

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair 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.

  On Demand Pay has not worked for anyone in over a week. They state they are looking into the problem but there has been no communication regarding when it will be fixed. I would just like for someone to inform me of when this will be fixed.

  

  Business Response

  Date: 08/10/2023

  Hello, what is the client name or ID?

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20450620
  
  The company ID is ******. 
  

  

  Business Response

  Date: 08/15/2023

  Hello,

  The situation was forwarded to the service leadership for this client.  The attached documents and following information was sent to the client (*************************); 

  We were able to determine that the error you are experiencing with on demand payment is being caused by overlapping pay periods for their regular checks. If you use yourself as an example employee, your last check was processed for a pay period of 7/16-7/29 and your next upcoming pay period is listed as 7/26-8/12.
  
  The system doesn't have a way to distinguish which pay period is the correct one, since there are dates that overlap, so it defaults to not accepting the request.
  
  You can also view the attached PCTY-***** for any other questions that *** arise.
   
  If you ever have any questions or concerns please do not hesitate to contact us, we are always happy to assist.
  
  Your case number for reference is ********. Please ensure that you reply to this email directly with any further communication regarding this specific matter to maintain this thread.

   

  Thank you.

   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20450620
  
  I am rejecting this response because my company told us last week it was not an error on our end but Paylocitys end. I was just wondering if there was any way to get an update on when it would be fixed on yalls end? 
  
  
  
  

  

  Business Response

  Date: 08/16/2023

  Projected timeline for the fix is approximately two weeks.  Thank you.

  Customer Answer

  Date: 08/16/2023

   
  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.
  
  
  

• Initial Complaint

  Date:08/03/2023

  Type:Product 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.

  Paylocity owes me a refund of $85 after offering me COBRA for my FSA that incorrectly showed a positive balance. This is 100% their error and they are ignoring my emails (as you can see on the attached email thread) and have not delivered on the refund check they promised.

  

  Business Response

  Date: 08/04/2023

  Hello, 

   

  Our SAC Client support team will be reaching out to you to address this concerns about the Cobra offer with you and provide you with a resolution to the concern that have brought to us. 

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20419803
  
  I am rejecting this response because: I have been trying to get that team to provide my refund for over a month now and they havent even responded to my emails. Once I have the refund in hand, Ill believe that Paylocity is actually going to help. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/04/2023

  Hello,
  
  Thank you for reaching out to us and for your patience. We apologize for any inconvenience caused by this issue. We have assigned a dedicated representative to handle your case and provide you with a satisfactory resolution. They will contact you today to address your refund request and any other questions or concerns you may have. We appreciate your understanding and cooperation in this matter.

  Customer Answer

  Date: 08/23/2023

  Complaint: 20419803
  
  I am rejecting this response because:

  
  

  This issue has still not been resolved

  
  Sincerely,
  
  ***************************;    

  

  Business Response

  Date: 08/23/2023

  Hello, 

   

  We will have our SAC team reach out about the refund that is missing, as it was to be sent to you in check. One of our team members will be reaching out to get this issue resolved for you. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20419803
  
  I am rejecting this response because:

  I still have not received this refund and it has been over a month. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/25/2023

  The refund check has been issued and mailed out via *** yesterday.  Thank you!

  Customer Answer

  Date: 08/25/2023

   
  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. I would still like my review (if there is one posted) to be reflective of the fact it took them over a month to provide a refund for a charge that should never have been make in the first place.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/01/2023

  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.

  On June 30, 2023 I made a ****** payment to Paylocity for COBRA. As of today Aug 1, 2023 my medical provider UMR tells me they have not received notice fromPaylocity of my COBRA. I have called Paylocity multiple times and emailed them. I request a refund of the ****** since I went all month without medical insurance. I request that they immediately contact UMR and provide them with my COBRA information.

  

  Business Response

  Date: 08/01/2023

  Hello, 

  We have escalated this issue with our Cobra Support team about the issue with your Cobra activation issue. They will be reaching out to you to address this concern and resolve it. 

• Initial Complaint

  Date:07/29/2023

  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.

  Paylocity Does not fix the problem of logging into its website. When you log in you automatically log out. It is like they are trying to prevent you from seeing why your pay isn't what it is supposed to be.

  

  Business Response

  Date: 07/31/2023

  Can you please provide the company you work for?