Business Profile
Payroll Services
Heartland Payroll Solutions, Inc.Headquarters
Reviews
This profile includes reviews for Heartland Payroll Solutions, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 33 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromSherron H
Date: 03/13/2024
1 starSherron H
Date: 03/13/2024
This was a good company 4 years ago. I have been with them for 10 years and they have really dropped the ball. I am changing companys. They are the worst payroll company. Don't return calls timely or answer emails. Terrible communication. The biggest thing is not fixing problems or helping walk you thru the issues. You are pretty much on your own. Very disappointing.
Heartland Payroll Solutions, Inc.
Date: 05/01/2024
Thank you for bringing your concerns to our attention. We are deeply sorry to hear about your experience in the last 4 years. One of our dedicated team members will be reaching out to you shortly to discuss concerns in more detail and work towards a solution. We value your business and appreciate the opportunity to make things right.Review fromKayla B
Date: 02/12/2024
1 starKayla B
Date: 02/12/2024
This place is the absolute worst payroll company I have ever worked with. They are terrible communicators and care nothing for their clients. They have no idea how to manage taxes and completely screwed our business for failure of communication on their end. When I asked them about it all they wanted to do was charge us and wouldn’t help us resolve the problem they caused. This was the Rochester location.Heartland Payroll Solutions, Inc.
Date: 05/01/2024
Thank you for bringing your concerns to our attention. We are deeply sorry to hear about your experience with our Rochester Location. We understand the importance of effective communication and accurate tax management, and we sincerely apologize for any inconvenience or frustrations our services have caused your business. We take feedback seriously and are actively investigating the issues you've raised to prevent similar occurrences in the future.Review fromShawn B
Date: 02/07/2024
1 starShawn B
Date: 02/07/2024
This is the absolutely worst company I have ever had to deal with. Stay away from them at all costs. They have to be going under. It takes 10 calls to get to anyone. All of the previous reviews are spot on.Heartland Payroll Solutions, Inc.
Date: 02/09/2024
Hello *****, we apologize for any inconvenience caused. Our team will be reaching out to you to address your concerns and to find a resolution.Review fromJ. B.
Date: 01/25/2024
1 starJ. B.
Date: 01/25/2024
This company is going downhill like a torpedo. They messed up my payroll almost every week, you cannot get a live person on the telephone, and they keep switching my account manager. Sales rep is nowhere to be found. It is very disappointing because they came recommended by my CPA, and the salesman assured me they were less corporate and more personable than the big payroll firms.
It is a lot of work setting up payroll companies then having to switch, I gave them the opportunity to fix things but I was ignored. Do yourself a favor and stick with the big firms, you will regret getting involved with these people, despite the good upfront sales pitches. Perhaps now that the BBB is involved they will finally reply to me....Heartland Payroll Solutions, Inc.
Date: 02/09/2024
Hello ****, we apologize for any inconvenience caused. Our team is actively addressing your concerns and will be working diligently to maintain the solutions. Your satisfaction is our priority and we greatly appreciate the opportunity to correct our mistake.J. B.
Date: 02/12/2024
Your customer retention team reached out to me recently. Their communication combined with my new representative seems to have turned things around to getting back to the way you used to be, which makes me happy. Hopefully it stays that way. As you know, you cannot delay paying your employees, it is a very bad thing. This is why I use a payroll services provider and pay for the service, to ensure my employees are always paid on time and their taxes are deducted and filed properly.Review fromNikki G
Date: 01/25/2024
1 starThey make so may mistakes.
1. Paid staff that left my business a year prior instead of current staff
2. Short paid my staff
3. For 1099's they changed the deadline and "penalized us $250 because they turned in year end tax reports early"
4. Their turn over is so high that you constantly have new reps
5. Their mistakes are extremely costly and take too much of our staff to correct themReview fromJodie G
Date: 01/16/2024
1 starJodie G
Date: 01/16/2024
I have used Heartland Payroll for 7 years with my small company. About 8 months (or so) ago, they switched from me having a dedicated specialist to a "payroll central" pool of specialists who randomly pick up a call or email. Accountability dropped to almost non-existent. It takes them DAYS to return my calls or answer my emails. When they do finally respond to my needs, they get it WRONG. They have been horrendous to work with since this change. Things that were once easy and managed correctly and in a timely manner, are now a major headache to get accomplished. I have requested to speak with a manager 4 times over the last 2 months and I am still waiting for a manager to call me so I can address my frustrations.
At this point, I am researching other payroll processing companies.
I can absolutely not recommend Heartland to anyone looking for reliable customer service on something as important as my companies payroll.Heartland Payroll Solutions, Inc.
Date: 02/15/2024
Hello *****, it is my understanding that we have been in contact with you and have been able to address your latest concerns with us. We appreciate the opportunity to correct our mistakes and make things right with you. A big thank you for 7 years of partnership!Review fromMarie E
Date: 01/10/2024
1 starMarie E
Date: 01/10/2024
Our Business System Software Company recommended this company to all of their vendors. This is our first month with them and already looking for loop holes to cancel the contract. No training, no help. We have waited days for a call back and even when a payroll deadline looms, no call back or help. Now after reading these reviews, I am going to have to watch every paycheck, deduction and filing. How are these people still in business?Heartland Payroll Solutions, Inc.
Date: 02/15/2024
Hello *****, to my understanding our team has reached out to you in regards to the most recent experience and have worked to address these concerns. We appreciate your feedback and look forward to being a better partner with you in the future. Thank you!Review fromTim R
Date: 09/23/2023
1 starTim R
Date: 09/23/2023
I have had Heartland Payroll for 20 months and this week got an email informing me that they failed to withhold the correct amount for unemployment...to the tune of $7,000.00 and I needed to pay it asap. I sent them quarterly statements each time I received them and they failed to reconcile them against what they were actually paying. Complete failure on their part. Of course, they said they would pay the penalty but they are completely inept with basic accounting. Leaving for quickbooks payroll shortly. I also discovered through my new bookkeeper that my cost will be approximately $5000.00 a year less than Heartland.Heartland Payroll Solutions, Inc.
Date: 09/29/2023
We sincerely appreciate you taking the time to relay your experience with Heartland. The issue you have experienced is the result of human error.
On 4/28/2022 you did submit your current Colorado unemployment rate to Heartland Payroll. An individual on our Tax Team entered this rate as it appeared on the notice as .01860. This should have been entered into Heartland’s system as a percentage format which would be 1.86. This caused Heartland to under-withhold your Colorado unemployment. Heartland did correct the rate within our systems on 6/30/2023 resulting in Quarter 2 2023 and succeeding 2023 quarters being correct. Heartland has offered to collect and pay the additional tax liability to satisfy the tax requirement. Heartland has also agreed to pay any penalty and interest that the state may charge due to the insufficient payment made in Quarter 1 2023. Please allow us to make this right for you. Thank you!Tim R
Date: 10/03/2023
I notice you said you "offer to collect and pay". That is what you should have been doing all along. So I paid a over $7000 debt because you failed to do your job as promised and then you wouldn't offer to work out a payment plan with me...just "pay the bill". Well I did and you did not do your job as you promised you would when I signed on with you in 2022. You have completely lost my trust.Review fromJodi B
Date: 09/16/2023
1 starJodi B
Date: 09/16/2023
The worst customer service I have ever experienced in my 10 years of being in business. Only one number to call for any questions, no assigned representative, pass the buck system. Payroll website is not user friendly, does not automatically refresh when hours or income on an employee is adjusted, contact information isn't updated, former employees of Heartland are kept on record as contact info so that's fun. Have to scroll and click multiple times to get to where you need when wanting to see total amount to be debited from your account. Just a horrible system and a horrible company. I used *** for 7 years, the only reason I switched was because Heartland said they could save me money each month, turns out that was a complete fabrication by the company rep that visited my business. I only have 4 employees so saving even a little is plus. After all of the fees that were not included in the signed payroll fee, they are the same as **** Lesson learned. Can only hope this review saves some other small business owner the massive, constant headache and stress caused by the inept employees of this questionable company.Heartland Payroll Solutions, Inc.
Date: 09/29/2023
We sincerely appreciate you taking the time to relay your experience with Heartland to us. We notified you in July regarding the contact information for your support team and did our best to explain the process in that correspondence., You are currently being supported by a regional payroll team dedicated to your area and your account, and it appears that any time you reach out to this channel, you typically receive a response within our 2-hour window.
We acknowledge and apologize for you not getting complete information from your initial rep regarding the process for amending 941s to process them for ERTC. When you brought this matter to our attention we offered a generous decrease in fees to save you over $600 and will always work with you should we ever fall short of the quality you deserve from your payroll partner.
We do understand your frustrations surrounding our website. Our team stands ready to assist you in the case that you are unable to log in. I do note that we’ve also had a member of our team provide you with assistance on how to use our payroll website. We are committed to always providing our clients with resources should they need additional information or run into issues after being trained.
We encourage you to reach out to us via phone or email as we work with you to eliminate your current frustrations.
Thank you!Review fromNever A
Date: 09/05/2023
1 starI was in the talks with switching over my restaurants to heartland before the grand opening. They never delivered any hardware or payroll as agreed so I cancelled before they even started. My accountant has found multiple charges in our several restaurants from them over the years. We have never used them or signed a contract after the terrible service and horrible sales people we dealt with. Try contacting up the chain and nobody gets back to you. Getting our lawyers dialed and will be suing shortly. Apparently I’m far from the only one with this experience.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.