Business Profile

Payroll Services

Paycor, Inc.

Complaints

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

Customer Complaints Summary

162 total complaints in the last 3 years.
43 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.

Initial Complaint
Date:10/17/2024
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.
During the sale presentation, the salesperson told us the time and attendance system is fully integrated into the HR and Payroll system. It was not. Additionally,
-We moved to an ***** model for health insurance in 2021. The system was not capable of complying with the federal rules on filing under the ***. Our customer service person told us to just file what we have, and if we are audited, to deal with it then. We didn’t think that was a good idea, so we manually changed over 500 *** reports manually.
- We brought up a new company – *** *** ********. We started discussions six months prior to the go live of 1/1/2023. We spoke to our customer success rep at each meeting. She assured us it would be easy, especially since this new company was set up exactly the same as our other companies. Despite us persistently asking about implementation, it wasn’t done until our f***t payroll was due. We had to correct that f***t and second payroll because things were not set up correctly – despite that fact that it was the exact same setup as our other companies. It took three months for the 403b file to be ready. In that time, we could not send our employee or employer contributions to our 403b provider. A grey area, but I would argue that it is not within the lines of meeting the federal guidelines for sending contributions promptly.

I do not believe we should be charged the "early termination convenience fee" because Paycor was both negligent in their sales process and did not have a produce that was programmed to be up to date for relevant laws.
Business Response
Date: 10/24/2024
Our critical response team has been in contact with you and is currently reviewing this matter with our internal partners. We will provide you with an update as soon as possible.
Thank you for your patience and understanding.
Business Response
Date: 10/24/2024
Our critical response team has been in contact with you and is currently reviewing this matter with our internal partners. We will provide you with an update as soon as possible.
Thank you for your patience and understanding.
Customer Answer
Date: 10/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The response from the company posted to BBB was that they are looking into it. They are, and have been in contact with me, but, since the issue is still in process, and not resolved, I am awaiting a resolution.

Regards,

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

Business Response
Date: 11/01/2024
We appreciate your patience as we continue to evaluate.
Customer Answer
Date: 11/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The message from the company was that they are still investigating, therefore the complaint should stay open.

Regards,

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

Business Response
Date: 11/08/2024
We appreciate your continued patience as we work to resolve this matter. Our internal teams are actively working to address the client's concerns and find a suitable resolution.
We will continue to provide updates as we progress.
Customer Answer
Date: 11/08/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The response is that the company is still working on my complaint.

Regards,

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

Business Response
Date: 11/17/2024
We appreciate your patience as we continue to work on this matter.
Customer Answer
Date: 11/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Paycor is requesting yet more time to resolve the complaint, therefore, the complaint needs to remain open and unresolved.

Regards,

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

Business Response
Date: 11/26/2024
We appreciate your continued patience.
Customer Answer
Date: 11/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The company is still working on resolving the issue, therefore, I cannot accept the response as being complete

Regards,

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

Business Response
Date: 12/12/2024
We appreciate your patience as we work towards a resolution
Customer Answer
Date: 12/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

We requested a reversal of the "early termination convenience fee" we incurred for not providing 30 days notice before we stopped processing payroll through Paycor. We had numerous issues with Paycor's product and customer service rising to the level of what I would consider negligence - case in point, their software what not up to date with current laws, and their answer to us was "just file the form wrong w/ the IRS, and explain why if they ever come back at you." Paycor has refused to reverse their charge - and maintains that they did nothing wrong. This "resolution" was started in August. I am sure I do not need to state the obvious - I will work hard to ensure no one endures what we had to endure during our time with Paycor. I will be championing the case against Paycor until I retire.

Regards,

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

Business Response
Date: 12/16/2024
We appreciate your patience as we investigated this matter. As our critical response team previously communicated, we understand your frustration and apologize for any inconvenience caused. However, after careful review, we are unable to approve a concession for the early termination convenience fee. We value your business and strive to provide excellent service. While we understand your concerns, we believe that the terms of our agreement were clear.
Customer Answer
Date: 12/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Paycor decided not to forgive the "early termination convenience fee" despite the fact that their system was not prepared for the ACA laws in effect at the time, and their customer service told us to file the forms wrong - on purpose - and then figure out a solution if/when the IRS noticed. I consider that negligent, and I maintain that we did not break the contract because their system was not in compliance.

Regards,

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

Business Response
Date: 12/19/2024
We understand your dissatisfaction regarding the early termination convenience fee. However, after careful review, our decision is final. We will not be honoring any concessions to the account closure fee. We maintain that the terms of our agreement regarding early termination fees are valid and enforceable. Thank you for your understanding.
Customer Answer
Date: 12/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is very unsatisfactory to me. Paycor did not resolve anything, they simply refused to even negotiate. They provided sub-par service, their system could not accommodate current ACA regulations that would not allow us to submit correct forms to the IRS. We had to manually change and submit hundreds of forms. Yet, they still charged us an "early termination convenience fee" as they term it, and refused to waive it. I will work very hard to ensure that none of my peers considers Paycor for their HRIS system. They are horrible.

Regards,

******* ********
Business Response
Date: 01/07/2025
We understand your dissatisfaction and the challenges you faced. However, after careful review, our position on the early termination fee remains unchanged. The terms of our agreement regarding early termination fees are valid and enforceable.
Customer Answer
Date: 01/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The company did not resolve my complaint to my satisfaction. They refused to acknowledge their horrible customer service and refused to acknowledge that they were not prepared for the IRS regulations in affect regarding ICHRAs, causing us to have to manually prepare 1099s in house. They refused to reverse the "early termination convenience fee" they charged us because we did not give them 30 days notice before we stopped processing payroll through them. Heaven help us if we had given them notice. I can't imagine their service could get worse, but, that's what we were afraid of.

Regards,

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

Business Response
Date: 01/16/2025
We understand your concern with our previous feedback considering the difficulties you encountered. However, after review we have maintained our stance on the early termination fee as we are enforcing the terms that are outlined in our agreement.
Business Response
Date: 01/16/2025
We understand your concern with our previous feedback considering the difficulties you encountered. However, after review we have maintained our stance on the early termination fee as we are enforcing the terms that are outlined in our agreement.
Customer Answer
Date: 01/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory. There is nothing I can do about it, so please close the records. They are a terrible company, and I am not surprised that they were taken over by Paychex.

Regards,

******* ********
Customer Answer
Date: 01/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory. There is nothing I can do about it, so please close the records. They are a terrible company, and I am not surprised that they were taken over by Paychex.

Regards,

******* ********
Initial Complaint
Date:10/11/2024
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.
Business Name: Paycor

Complaint Details:

I am filing this complaint on behalf of *******, a nonprofit organization (former client ID: ******). We engaged Paycor for payroll and HR services but have encountered several billing discrepancies that have not been resolved despite multiple attempts to address the issue.

Unexplained Charges:
We have been billed for fees that do not apply to our organization, including two essential fees, two active time employee fees, and a 401(k) maintenance fee. Despite raising these concerns with Paycor specialists, we have not received any resolution or clarification.

Invoice Inconsistency:
Initially, the outstanding balance communicated to us was $2,921.72, but we have recently been billed for $3,135.16 without any explanation for the additional charges.

Lack of Support and Delays:
Paycor has failed to respond to our inquiries in a timely manner. These delays have persisted for months, leaving us with unresolved billing issues that have placed our nonprofit organization at a disadvantage. The prolonged delay and lack of transparency have caused significant frustration. This has also negatively impacted the W2 and 1099 2023 tax correction and preparation process with Paycor which they had promised they will help us with and even waive the fee due the several unexplained service charges. Now they have made retrieving W2 documents through the platform impossible and restricted, that we are unable to provide relevant documents to any past employees.

Resolution Sought:
We are requesting an immediate adjustment of the invoice to reflect the correct charges. We also seek a prompt and transparent explanation of the additional charges, followed by timely action to resolve this matter. A meeting with Paycor’s billing department to address and resolve these discrepancies is requested.

Given the months of unresolved issues and inadequate support, we ask for BBB's assistance in ensuring Paycor addresses this matter as soon as possible.
Business Response
Date: 10/16/2024
Thank you for bringing this matter to our attention. We have escalated the client's case to our critical response team, who is working with the manager in charge of the case to review the information and address the billing discrepancies.
Our team is committed to resolving this matter promptly and efficiently. We will reach out to the client directly to discuss the specific issues and work towards a satisfactory resolution.
Thank you for your patience and understanding.
Customer Answer
Date: 10/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

(Email sent to Paycor 10/19/2024 to their email on 10/19/2024 5:400 pm ET. --- Hi Erika,
Thank you for your email. We do have a few questions and concerns that we'd like to address.
We would appreciate scheduling a virtual call with the Paycor team to discuss the ongoing concerns we have expressed over the past several months to a year. Below are some of the key points we would like to address during the meeting:
Billing Discrepancy:
On Friday, June 21st, 2024, the Paycor Billing Team communicated a total cost of $2,921.72. However, this amount increased to $3,135.12 without any reason or explanation. Could you please clarify how this discrepancy occurred?
401(k) Maintenance Fee:
We are being charged a 401(k) maintenance fee despite not utilizing this service, nor requesting it. Can you confirm why this fee has been applied to our account?
Active Time Employee Fees:
Could you provide a detailed explanation of the two active time employee fees and what they entail?
Essential Fees:
Could you also describe the two "essential fees" and what they cover?
W2 and 1099 Tax Corrections:
Once the outstanding payment is made, can Paycor ensure that the 2023 W2 and 1099 tax corrections will be processed? We have previously been informed by advocates, including Ava C***** (who communicated to our CEO that the tax correction fee would be waived for our organization) and Gabby D, that they could assist with this process. However, our organization is concerned about the fluctuating service payments and lack of communication regarding these changes.
Other additional questions
We are also concerned that Paycor's customer service is only available via phone, with no recorded line, and that there has been no opportunity to schedule a virtual meeting to address these issues in a more collaborative setting.
We kindly request your assistance in scheduling a virtual meeting between our Executive Team and Paycor’s leadership team, including the Billing Manager, to discuss and resolve these concerns. We are confident that through open dialogue, we can reach a mutually satisfactory resolution.
Thank you for your attention to these matters, Erika. We look forward to your prompt response.
- ******, *******
(Past Client ID: ******))

****** is still waiting for Paycor to assist with scheduling a virtual meeting with their leadership team and our executive team and their billing manager.

Regards,

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

Business Response
Date: 10/27/2024
Our critical response team reached out to the client on October 21st to discuss their concerns. Unfortunately, we have not received a response from the client.
We are committed to resolving this matter and will be reaching out to the client again in an attempt to schedule a meeting with our billing team to discuss their concerns in more detail.
Thank you for your patience and understanding.
Customer Answer
Date: 11/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
REASON:
We have yet to receive written confirmation from Paycor Inc. that, upon payment of the outstanding fees, our 2023 W-2 and 1099 tax documents will be promptly corrected, as promised in case #******** (Email). While we are prepared to settle the fluctuating service fees charged against our organization without transparency or explanation, as well as the unapproved service tax fees despite our 501(c)(3) tax-exempt status, we require assurance that Paycor Inc. will fulfill its commitment to correct the 2023 tax documents in a timely manner.

Hi Casandra and Paycor Team,

I hope all is well with you.

I had a call with Paycor Advocate Jasper today, and they advised me to email you regarding the following: Please give us written confirmation that upon payment of the outstanding fees that our 2023 W-2 and 1099 tax documents for our staff will be promptly corrected, as promised in the case #******** email to our organization by Advocate Ava C*****, and Advocate Gabby.

While we are prepared to settle the fluctuating service fees (Case #********) charged against our organization without transparency or explanation, as well as the unapproved service tax fees despite our 501(c)(3) tax-exempt status, we require assurance that Paycor Inc. will fulfill its commitment and its responsibility to correct the 2023 tax documents in a timely manner. We also need extended access to our Paycor account to retrieve the financial documents and reports which we were not given time to export. Our Client ID is ******.

Thank you so much, Casandra!

We will wait for your prompt response.
Regards,

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

Business Response
Date: 11/27/2024
Thank you for your message. A critical response consultant has already reached out to you to schedule a call to discuss these issues in detail. During this call, we will address your concerns and provide a resolution plan. If you have any immediate questions or concerns, please feel free to reach out to our support team. Thank you for your patience and understanding.
Customer Answer
Date: 12/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Our organization has finished paying the outstanding payment of $3,000+ as Paycor had promised the 2023 W2 and 1099 corrections fee will be waived after the outstanding pay is paid. The concern was, they had been denying that this promise was made to *******. Paycor has finally acknowledged as of this week that upon their further investigation and looking into the call with the Paycor Advocate who we spoke with, Paycor indeed did make a promise to ******* ***** * **** ************* *********** that our 2023 W2 and 1099 Correction fee will be waived, so that we can provide the documents to our employees and contractors.

Right now, Paycor is still doing investigation of our billing concerns that we have expressed and shared that their billing team needs additional time; fluctuating monthly bills without transparency, apparent double charges for same service, sales service tax charge of up to $900+ even though we are a tax-exempt certified non-profit, and lastly, not a specific information or explanation on the billing process and the monthly amounts being charged.

Paycor has not yet completed the W2 and 1099 2023 Corrections and has not yet completed the investigations for billing (i.e., clear thorough details for what services we were charged for and why it kept fluctuating), therefore we are not resolving this compliant.
Additionally,

Regards,

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

Business Response
Date: 12/19/2024
We understand your concerns and appreciate your patience as we continue to investigate this matter. We are actively working to address all of your concerns, including the 2023 W2 and 1099 Corrections and your billing inquiries.
We will provide you with a further update on the progress of these investigations shortly.
We value your business and are committed to resolving these issues to your satisfaction.
Customer Answer
Date: 12/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Paycor has not yet resolved the issue around ******* billing concerns. They are currently still investigating it with their billing department of the fluctuating monthly service invoices charged to ******* and the sales service tax charges even though ******* was registered as a 501c3 tax exempt non-profit organization and is a certified tax-exempt non-profit organization, and lastly, the 2023 W2 and 1099 correction is not yet completed, therefore our complaint is not yet resolved. We are waiting for Paycor to provide confirmation once our cases with Paycor has been fully addressed and resolved. Thank you!

Regards,

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

Business Response
Date: 01/17/2025
We appreciate your patience and want to assure you that we are actively working to resolve these matters promptly. This matter has been escalated within our department to reach a resolution with a manager for further insight. We will continue to keep you updated on the progress.
Initial Complaint
Date:10/02/2024
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.
My last payroll with Paycor was July 2024. I cancelled in August 2024. Yesterday (September 30, 2024) I received an invoice for $510.98 that had already been withdrawn from my account, without my consent. I was never informed that I would be charged this amount.

When I asked for a refund, the response was "Since you left during your promotional period or after implementation work began, per your CSA and Terms and Conditions attached, your account was assessed early termination or IMP recovery fees." There was no attachment to that email.
Business Response
Date: 10/08/2024
Our critical response team has reviewed the complaint filed by the client. We have sent the client a copy of their contract, which outlines the early termination fees applicable in this situation.
We believe the charges assessed are in accordance with the agreed-upon terms. We have attempted to resolve this matter directly with the client and have provided them with a detailed explanation.
Given the circumstances, we believe the charges are valid and subject to collection.
Customer Answer
Date: 10/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Paycor sent me this screenshot of some fine print from a contract I allegedly signed more than a year ago. It is not written in a language I understand. I would have understood if their offboarding team had told me that they would be withdrawing $510.98 from my checking account. However, they did not.
For the record, I only have a single employee, and this charge is more than 20% of my total monthly payroll. This is a huge expense for me.
I want the $510.98 returned to my checking account, and then I want Paycor to remove my checking account information from their records.

Regards,

***** *****

Business Response
Date: 10/10/2024
We have carefully reviewed your additional comments. While we understand your frustration, we maintain that the charges assessed are in accordance with the terms and conditions outlined in your contract. The contract was sent to you upon signing and is available for your review. We have attempted to provide a clear explanation of the charges and have offered to review the contract with you to address any misunderstandings. Given the circumstances, we are unable to honor your request for a refund. We believe that the charges are valid and subject to collection.
Customer Answer
Date: 10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Paycor says "We have attempted to provide a clear explanation of the charges and have offered to review the contract with you to address any misunderstandings." However, they only offered information after they had already withdrawn the money from my checking account.
They did not ask for my permission. They did not ask for my authorization. They did not inform me of a way to avoid the charges. If I had know they would charge me so much for terminating when I did, then I would not have terminated at that time. I would have waited to terminate until after the charges no longer applied. I would not have switched to a different company if I had known Paycor was going to withdraw $510.98 from my checking account without consent.
Also noteworthy is that Paycor executed this surprise withdrawal after they had already charged me an "Account Closure Convenience Fee" of $111.93 the month prior. I thought that was it. The additional $510.98 was a total shock. When will it end?

Regards,

***** *****

Business Response
Date: 10/11/2024
Thank you for your continued correspondence regarding complaint ID ********. We understand your frustration and appreciate you taking the time to share your concerns.
We apologize if our previous communication was unclear. Our intention was to offer you the opportunity to review your contract to better understand the early termination fees outlined within. We understand that the unexpected charges can be disruptive, and we regret any inconvenience this may have caused, however the charges were clearly outlined in the CSA.
Regarding the sequence of events, it's important to note that the "Account Closure Convenience Fee" is a separate charge assessed at the time of account closure. The early termination fees were calculated based on the timing of your cancellation and the terms of your contract.
We have attempted to provide a detailed explanation of these charges and have offered to review the contract with you to address any misunderstandings. If you are still unable to find the relevant sections in the contract, please let us know, and we will be happy to assist you.
Customer Answer
Date: 10/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Paycor's response does not address my concerns at all: 1.) I did not give permission for them to withdraw $510.98 from my checking account, and 2.) I was not offered the choice to postpone termination until the point at which I would no longer be charged $510.98 for doing so. This corporation's failure to communicate with me as a customer literally challenged my family's ability to pay bills this month.

Regards,

***** *****

Business Response
Date: 10/14/2024
Thank you for your continued correspondence regarding complaint ID ********. We understand your frustration and appreciate you taking the time to share your concerns.
Regarding your specific points:
-Authorization: The early termination fees were assessed in accordance with the terms of your contract, which you signed upon initiating your services with Paycor. While we acknowledge that the charges may have been unexpected, they are based on the agreement you entered into.
-Postponement: While we cannot provide specific advice on your termination timing, we encourage you to review your contract carefully to understand the terms and conditions related to early termination. Had you chosen to postpone termination until after the early termination fees were no longer applicable, you would have avoided these charges.

We understand that this situation may have caused inconvenience. However, we cannot deviate from the terms of your contract. The charges are valid and subject to collection.

Thank you for your understanding.
Customer Answer
Date: 10/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Paycor's argument is unreasonable. I do not accept it.

Regards,

***** *****

Business Response
Date: 10/18/2024
We have carefully considered your response and reiterate our previous position. The charges assessed are in accordance with the terms of your contract.
We encourage you to review your contract for further details.
Customer Answer
Date: 10/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

It was not communicated to me that such a large amount of money would be withdrawn from my checking account, especially after I had already paid termination fees the month prior. It was obvious to conclude that my relationship with Paycor was then over. There is no way I could have magically anticipated that you would be withdrawing additional money from my account. Was that it, or is more coming?

Regards,

***** *****

Business Response
Date: 10/19/2024
As stated, the charges assessed were outlined in your contract. We encourage you to review the terms for further details. Thank you for your understanding.
Customer Answer
Date: 10/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I do not accept that excuse. I did not understand because I was not informed. I did not give my permission for you to withdraw money from my checking account.

Regards,

***** *****
Initial Complaint
Date:09/27/2024
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.
We had just start used this pay roll .so we receive an email on September 12 telling us to run payroll .When we had already run payroll on the September 11 but it told us to run it and we already did .So we run it because we thought it was not run . Then once we saw it was complete twice .We call in nit even 10 minutes running to second asking why did we receive that email if we run it already .So they cancel it and told us to give them a few days to fix it .No one call or fix he situation so they paid out twice wit out fixing the situation .So when it was time to run pay roll they freeze the account .So they said they was going to fix it and only made it worst they continues to draw out my account the money they was given to the worker they took three time that week then when they set up the account the set up person set up an account and my worker did not receive her pay since i been with them and that was 08-04-24 she they never paid her they put the money into another account she was aware of .Then they suppose to reversal her money out of the account that was setup by them but they took it again from my account she that took about 4700 they took with in 2 weeks and have not refund nothing ...we have spoke to 10 teller and no one has fix this situation .
Business Response
Date: 10/04/2024
Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced with our payroll services.
Our Critical Response Manager has reached out to you to address the issues you have raised. They have provided you with a resolution, and we assure you that the repayment for the amount taken from your account will be processed today, October 4, 2024.
We understand the frustration caused by the multiple errors and delays in resolving the situation. Rest assured, we are taking this matter seriously and are committed to rectifying the issues promptly.
Once again, we apologize for the inconvenience caused and appreciate your patience. If you have any further concerns or questions, please do not hesitate to reach out to our Critical Response Manager directly.
Customer Answer
Date: 01/10/2025
Paycor had us ran a payroll that we already ran then they are giving us a hard time to return the payroll
that was run twice that week of September the 12 that was suppose to be cancel so my payroll is
incorrect for the IRS reporting then the person Brain that set the account and he set up an account for
one of the worker *** **** that we never set up because she had a paper check since she start
working so we do not know where this account came from because they did not get that account from
the company so they have not complete refund me for that account that someone set up and they first
took the money from my account ( AGAIN) then the credit some but not all from that mistake .Then they
charges us with all type of fees that we had nothing to do with because when they didnt cancel the pay
.The account has been miss up for 2 month from them not doing there job .Then blaming the company
because they never fix there mistakes .So they went into my account and did what they want to and
they are keep sending me email saying they gonna fix and still no one have it is November the 10

I need my refund back for the clients and for the payroll and for the fee that we had nothing to do with the
staff no doing they job
Business Response
Date: 01/17/2025
We understand your frustration with the recent payroll issues.
Your account has been escalated to our critical response team for immediate attention. They will investigate these issues and work towards a resolution.
We apologize for the inconvenience.
Customer Answer
Date: 01/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

This is ******* ******* From ****** *** ****** ****** **** .I'm calling to ask for you to reopen this closed from paycor .They did not give me back all of the money they owe me for fees that they made a mistake from and i did not know who to speak with because every time i speak with someone they try to blame my company when we show proof with the confirmation number they provides with they give after each call .And they still try to blame the company .On top of they have not given back one pay they took from my client by adding her an bank account when she receive a paper check .thank you

Regards,

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

Business Response
Date: 02/04/2025
We appreciate you taking the time to express your concerns. Our team has been in contact with you and has closed this case following your last phone conversation.
Customer Answer
Date: 02/07/2025
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.

Regards,

******* *******
Initial Complaint
Date:09/13/2024
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 closed my account with Paycor in April 2024. At that time I was told that I would receive closing documents which included a W2 which I paid for and was told I could download from the website. I was informed that access to closing documents would be for 60 days. During those 60 days, there was no W2 to download and I wrote an email to the company to inquire where I could get the w2 I had paid for. No response was received. In August I again inquired about the W2 that had inquired about and they generated a W2 and supposedly mailed it to me then invoiced me and repeatedly has tried to debit the amount from my account. I had several conversations with one of their critical response agents who told me over the phone that He would share a link to retrieve the w2. He acknowledged that indeed I had paid for it at closing and insisted that I should pay a $35 charge because they mailed it out despite the fact that I had not requested it. All I had been inquiring about since closing was having access to it electronically as I had been promised. I informed the critical response agent that I did not request the mailing and was following up on several emails to multiple company individuals which they did not respond to involving my closing documents of which the W2 was one of those documents which I had been promised when I had closed my account. This company is very unprofessional, have poor communication and don't deliver what customers like me pay for. I have repeatedly asked them to stop contacting me or invoicing me which they have ignored.
Business Response
Date: 09/18/2024
We apologize for the inconvenience you have faced regarding your W2 and the lack of communication from our company. Our critical response consultant is currently researching your case and speaking with internal teams to find a resolution. We appreciate your patience and will provide you with an update as soon as possible.
Initial Complaint
Date:08/21/2024
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.
Paycor has repeatedly left paychecks on our dock exposed to the public. The delivery instructions clearly state that a signature is required. They ignored and leave sensitive information exposed.
Business Response
Date: 08/23/2024
We apologize for any inconvenience caused by the delivery of your paychecks. We understand the importance of maintaining the confidentiality and security of sensitive information.
Regarding your complaint about the delivery instructions and the exposure of paychecks on your dock, we regret to inform you that we are unable to add specific notes to UPS packages. Additionally, UPS is not required to obtain a physical signature; their obligation is to physically hand off the package to someone at the designated location.
To provide you with more control over your deliveries and enhance security, we recommend creating a UPS My Choice account. This will allow you to better manage your deliveries, including selecting delivery preferences, rescheduling deliveries, and receiving notifications about package arrivals.
Our critical response team has also reached out to you directly to explain this situation further. We appreciate your understanding and cooperation.
If you have any further questions or concerns, please do not hesitate to contact our customer support team. We are here to assist you.
Initial Complaint
Date:08/06/2024
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.
Signed contract on 12/21/23 for work to begin ASAP. We wanted to move from our old payroll system (*******) to Paycor, based on the promises made by Ginger B***** (agent for Paycor). We agreed to pay $999 for setup, based on her promises we would be able to use the system for our contracted employees to track their time (at no additional fee) and all employees would be able to track their time based on functionality. The $999 was broken down as follows:
Benefits Advisor Fee $450, Paycor HR Setup Fee $300, Paycor Time Setup Fee $150, Payroll Setup Fee $99.00. The key reason we were moving to Paycor is the ability to track our employee time by functional expense (an integral part of the non-profit required reporting to the IRS). Once we started the implementation process, we were quickly told we would not be able to track the employees by functional expense as promised. In addition, when we went to setup the Benefits Advisor, the implementation person started asking us questions and it was determined that wasn't something we needed or wanted, so it was never setup.
Two scheduled setup calls we were ghosted by their employees. I feel like all they did was enter our employees name, address and pay rate and we were expected to do the rest of the work such as entering PTO and benefits. What were we paying them a setup fee for? I asked several times via email and phone call (voice message) to Ginger to talk to someone about our disappointment in the service. No one called. We gave them three months to get their act together and they didn't. The only person we had to communicate with was our sales rep, Ginger and we only received responses from her half the time. I think she realized she oversold us on her product.
On March 22 we had our attorney send a demand letter to Paycor, requesting the return of our $999 fee. That letter stated the last payroll for us would be March 31, but we would still pay them for April. They keep charging us for May bill plus late fees.
Business Response
Date: 08/12/2024
Thank you for your concerns. We apologize for any inconvenience you've experienced during the implementation process. Your case has been escalated to our critical escalation team, who will reach out to you shortly to find a resolution. We will review the setup fee and ensure any charges for unsatisfactory services are appropriately addressed. We appreciate your patience as we work towards resolving these issues. If you have any additional information or concerns, please let us know. Thank you.
Customer Answer
Date: 08/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

* Has the company addressed the issues of this dispute? No. They have not addressed the issues
* If not, why? They said they have to do research.
* If an offer of resolution was made, has the company fulfilled the proposed offer? No offer of resolution made.
I can assume from the information above they are not ready for resolution.

Regards,

***** *****

Business Response
Date: 08/19/2024
We apologize for the wait in addressing your concerns. Our critical response team is currently in communication with our sales team to gather additional context. We appreciate your patience and are committed to resolving this matter promptly.
Customer Answer
Date: 08/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
They do not offer a resolution. They state they are still looking into the matter.

Regards,

***** *****

Business Response
Date: 08/28/2024
Our team is now working with the implementation to review your credit request, and our critical response team will be reaching out with a resolution later this week.
Customer Answer
Date: 09/03/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below. They continue to say they are researching the matter. I believe they should have resolved by now. They have given me no resolution.

Regards,

***** *****
Customer Answer
Date: 09/05/2024
We received this email today and attachment. Please add them to our complaint ******** against Paycor. I could not figure out how to upload them online. Thank you.

Best regards,

***** *****
Finance D******** ***
****** ******* ************* ****** ****

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

---------- Forwarded message ---------
From: Paycor Inc <********************>
Date: Thu, Sep 5, 2024 at 6:29 AM
Subject: Invoice 90 Days Past Due
To: ***************

09/05/2024
$1.40
****** ******* ************* *** ******

Hello,
This email serves as notice that your payment for *********** is 90 days past due.

If you are not setup for ACH payment method, here's what you need to do:

To keep your Paycor account active and continue using our software and services, please remit payment for the outstanding balance within 14 days of this notice. Payment should be sent to the following lockbox:

Paycor Inc.
PO BOX 639860
Cincinnati, OH 45263-9860

If you are setup for ACH payment method, please reply to this email so that we may debit again for this invoice.

If payment has already been remitted, please disregard this message. If payment has not been arranged, please do so immediately to ensure your account remains in good standing with Paycor.
If you have any questions or concerns, or if you feel you have received this notice in error, please contact one of our Accounts Receivable Specialists at ******************** .

Thank you,

Business Response
Date: 09/11/2024
We understand your frustration with the time it has taken to resolve your complaint. Due to the complexity of the matter, it required the involvement of multiple departments within our organization. Our Critical Response Team has been in contact with you, providing updates on the progress and working towards a resolution.
We apologize for any miscommunication or delays that may have occurred during this process. Please be assured that we take your feedback seriously and are committed to finding a satisfactory resolution. Our team is actively working on your case and will continue to provide you with updates until the matter is fully resolved.
Customer Answer
Date: 09/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
The only communication I have received from Paycor is that they are working on it. There has been no attempt by them to resolve the situation.

Regards,

***** *****

Business Response
Date: 09/18/2024
We apologize for any confusion that may have arisen regarding the specific fees you are seeking a refund for.
Our team is currently reviewing your case internally, and we are committed to resolving this matter promptly. We understand the importance of providing you with a clear and accurate response.
We kindly request your patience as we discuss the details of your refund request. We will provide you with a comprehensive update by the end of this week.
Thank you for bringing this matter to our attention, and we appreciate your understanding.
Customer Answer
Date: 09/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I received an email from them dated 9/18/24. It offers no remediation or refund. This is unacceptable. They promised us functionality they ultimately were unable to provide. In addition, the sales rep sold us on something we didn't even need. We didn't know until we went to implement it and the person working with us (from Paycor) even said they didn't know why the sales rep signed us up for the Benefit Advisor, as we didn't need it.

Regards,

***** *****

Business Response
Date: 09/27/2024
Our critical response team will be reaching out shortly with an update
Customer Answer
Date: 09/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
They have not provided a resolution

Regards,

***** *****

Business Response
Date: 10/06/2024
We appreciate your patience as we continue to review your case.
Customer Answer
Date: 10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
They have offered no resolution.

Regards,

***** *****

Business Response
Date: 10/18/2024
Our critical response team has completed their review and will be contacting the client shortly with the results.
Thank you for your patience and understanding.
Customer Answer
Date: 10/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

No contact has made by Paycor and no proposal for resolution made and we were charged for products we never used and were never installed. Please help.

Regards,

***** *****

Business Response
Date: 10/25/2024
Our critical response team has emailed the client directly to advise that we are unable to grant their credit request.
Thank you for your understanding.
Customer Answer
Date: 10/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

They have not offered a resolution and they charged us for something we did not need and did not get.

Regards,

***** *****

Business Response
Date: 10/30/2024
Please see below from the email sent to the client:

"I hope you are doing well! After careful consideration and review of the circumstances surrounding the implementation and account closure, we were not able to approve your request for a refund of the implementation set up fees.

Upon review your attorney had reached out to request closure and the refund of the fees on 03/22/2024. In our Terms and Conditions, we do require a 60-day written notice, and they had advised you were requesting closure as of 03/31. This is not within the required timeframe and would typically incur additional fees for this, but in this case, we closed the account and had only invoiced the amount for services.

For the request to refund the implementation set up the fees are non-refundable. Additionally, this request was reviewed by our teams to see if an exception could be made given your feedback, but we were unable to grant approval. I can confirm the account is closed now and no further invoices will generate."
Customer Answer
Date: 10/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

We canceled the contract "for cause." We still would like refund for the installation costs of the module that was never installed. The sales person mislead us on the module and it was determined after the fact we had no use for it.

Regards,

***** *****
Initial Complaint
Date:07/29/2024
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 writing to formally lodge a complaint against Paycor. After signing up with ***** ***** ****, I was informed that I needed to use a third party, Paycor, to manage payments for my contract workers. I discussed my requirements with M****** R***** at Paycor, and subsequently, I was instructed to enroll in their services.

However, within two weeks, I determined that I did not require their services immediately. In early June, I contacted M****** R***** to inform him of my decision to pause my subscription with Paycor. Despite this, I continued to receive emails from Paycor urging me to post a payroll.

On June 26, 2024, I received an email notifying me that my Paycor account had been closed and that there might be early termination fees. The contract I signed through ***** ***** **** indicated that these fees would be a maximum of $75 (attached below).

On July 18, 2024, I was notified by ***** ***** **** that $1,074.88 had been withdrawn from my account by Paycor. I attempted to contact M****** R***** to understand the reason for this charge, but he did not return any of my calls. I was not informed about these fees nor was I contacted prior to this amount being debited from my account.

I request that the amount of $1,074.88 be refunded to me immediately.
Business Response
Date: 08/05/2024
Thank you for bringing your concerns to our attention, we have thoroughly reviewed your BBB complaint. We understand the frustration you have experienced, and we want to assure you that we are committed to resolving this issue.
In response to your complaint, we have conducted a detailed investigation and have sent you an email with our findings. We have also provided relevant documentation, including the client service agreement (CSA) and a screenshot of the text message sent to you by M****** R*****. Based on the information available, Paycor is unable to issue a credit for the requested amount of $1,074.88, as outlined in the CSA.
If you have any further documentation showing that you reached out to M****** before June 6th expressing your desire to stop the process, or any evidence that M****** informed you that the termination fees would be capped at a maximum of $75, we encourage you to provide that information for our review.
We are committed to resolving this matter and will continue to work with you towards a satisfactory resolution. Please feel free to contact us with any further questions or concerns you may have.
Initial Complaint
Date:07/23/2024
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 opened an account with Paycor, and Emily K**** promised to set up the account within 24 hours. However, nothing was accomplished after I signed the agreement. The contract did not include any implementation fees, yet I was charged $2,485.63 in implementation fees after I had to cancel due to the lies from Emily. I am demanding a full refund of this fraudulent and unauthorized charge. This is my last attempt to resolve this matter outside of legal channels, as I have been completely ignored by Paycor despite sending more than six emails.
Business Response
Date: 07/26/2024
Thank you for bringing this to our attention. Our Critical Response Team is currently researching your case to gather all the necessary information and investigate the situation thoroughly. They will reach out to you shortly to discuss the matter and work towards a resolution. We appreciate your patience and understanding during this process.
Customer Answer
Date: 08/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

***** **********
I haven’t heard back from this business please reopen this complaint.
Thank you.

Business Response
Date: 08/26/2024
Our team has reached out to the client following their investigation with the below information:

On 7/16/2024, the client received an invoice for Implementation Recovery Fees in the amount of $2,485.63. As outlined in your Client Service Agreement (CSA), Paycor will charge an implementation recovery fee, in the amount equal to 50% of the “Annualized Total” listed in your CSA if:
(i)                  Unless otherwise mutually agreed by the parties, You do not commence processing of payroll prior to the six-month anniversary of the effective date of this Agreement, in which case, Paycor may bill the Implementation Recovery Fee after the six-month anniversary of the effective date of this Agreement;
(ii)                 You request to terminate the Agreement prior to your first payroll run date, in which case, Paycor may bill the Implementation Recovery Fee upon your request to terminate the Agreement prior to your first payroll run date, or;
(iii)               You fail to reasonably participate in or cooperate with Paycor’s implementation of the Services as determined within Paycor’s reasonable discretion, in which case, Paycor may bill the Implementation Recovery Fee upon your failure to reasonably cooperate with or respond in a reasonably timely manner to Paycor’s efforts to implement the Services prior to your first payroll run date.

Our critical response team has also sent a copy of their 7/16 invoice, as well as their CSA for review and reference. The team is ready and willing to answer any of the client's questions or concerns regarding this matter.
Customer Answer
Date: 08/27/2024
Better Business Bureau:

Answering to BBB questions:
1. **Has the company addressed the issues of this dispute?**

No, the company has not adequately addressed the issues raised in this dispute. Despite multiple communications, including my detailed explanations of the misrepresentations made by their sales representative and the failure of the service to meet my business needs, Paycor has not provided a satisfactory resolution.

2. **If not, why?**

The lack of resolution appears to stem from Paycor's refusal to acknowledge the validity of my concerns, particularly regarding the misrepresentation of their service capabilities and the unjustified Implementation Recovery Fee. I have clearly outlined how the discrepancies in their service led to my request for cancellation, but they have yet to take appropriate action to rectify the situation.

3. **If an offer of resolution was made, has the company fulfilled the proposed offer?**

To date, no offer of resolution has been proposed or fulfilled by Paycor. I am still awaiting a response to my demand for a full refund of the Implementation Recovery Fee, as well as a resolution to the other issues outlined in my communications.

Given the ongoing lack of assistance, I have reiterated my demand for a refund and provided further clarification on the misrepresentations that led to this dispute. I have also informed Paycor of my intent to escalate the matter if it is not resolved promptly.

Please let me know if you require any additional information or documentation to support my case.
Business Response
Date: 09/13/2024
Thank you for providing your feedback and answering the BBB questions. We apologize for the lack of resolution and any inconvenience caused. Our critical response team is actively reviewing your case and will provide an update by September 16th. We appreciate your patience and understanding as we work towards a satisfactory resolution.
Customer Answer
Date: 09/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I haven’t received any response from Paycor and its already September 19. I am demanding a full refund right away.
Regards,

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

Business Response
Date: 09/27/2024
Our critical response team will be following up shortly with an update.
Customer Answer
Date: 09/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I am filing this rebuttal in response to Paycor’s recent claim that their “special response team” would address my complaint regarding the unauthorized $2,485.63 implementation fee that was wrongfully charged to my account. As of today, I have not received any follow-up from their team, despite these assurances.

It has become clear to me that Paycor is intentionally charging this unauthorized implementation fee so they can later offer to refund it only if clients agree to return to their services. I want to emphasize that I received an email on September 10, 2024, from Paycor’s representative, Amber S********, offering a refund of this fee if I chose to return as a client. This email was sent shortly after I mentioned considering a return, despite Paycor completely ignoring my prior emails requesting the refund when I had no intention of continuing with their services.

This pattern of behavior demonstrates that Paycor is using the implementation fee as a manipulative retention tactic. Here’s how the process works:

• Paycor charges an unauthorized implementation fee, as they did in my case, without proper consent.
• When the client reaches out to dispute the charge, they either ignore the complaint or delay any response. In my case, all of my emails were ignored when I requested the refund.
• Once the client expresses even a remote possibility of returning, Paycor quickly responds, offering to refund the fee if the client reengages with their services. This happened when I mentioned on September 10, 2024, that I might consider coming back. Within hours, Paycor responded, after weeks of silence.

This clearly shows that Paycor’s primary objective is not to resolve the unauthorized charge but to use it as leverage to retain clients. Such practices are not only unethical but also borderline extortion, as they are holding my funds hostage under the condition that I return to their service.

In summary:

1. I was charged an unauthorized implementation fee of $2,485.63.
2. My multiple requests for a refund were ignored.
3. Paycor only responded after I suggested the possibility of returning as a customer, offering to refund the fee if I did so.
4. This is a deceptive tactic to retain clients, as they are essentially using the unauthorized fee as a bargaining chip to force clients to return.

I demand that Paycor immediately refund the full $2,485.63 without any conditions attached to my return as a client. Paycor’s behavior is clearly aimed at manipulating clients, and I ask that the BBB assist in ensuring this matter is resolved fairly and promptly.

Regards,

***** **********
Business Response
Date: 10/04/2024
We sincerely apologize for the delay in addressing your concerns and for any inconvenience caused. Our Critical Response Team is currently reviewing your case and will provide you with an update as soon as possible.

We want to ensure that we provide you with the best possible resolution, which is why we are taking the necessary time to thoroughly review your case. Our goal is to address your concerns and find a satisfactory resolution for all parties involved.
Once again, we apologize for the delay and assure you that our Critical Response Team will be in touch with you soon to provide an update on the resolution of your complaint.
Customer Answer
Date: 10/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
The company continues lying to the BBB I haven’t heard from the company and they have been ignoring my emails. See attachments.
Regards,

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

Business Response
Date: 10/18/2024
Our critical response team has completed their review and will be contacting the client shortly with the results.
Thank you for your patience and understanding.
Customer Answer
Date: 10/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I haven’t heard anything from the business in many months. I am demanding that they respond to the BBB. Thank you

Regards,

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

Business Response
Date: 10/19/2024
Please see below which was sent to the client on 10/18:

After careful consideration and review of the circumstances surrounding your cancellation, we were not able to approve the refund of $2,485.63. In the Client Service Agreement, it does advise that if you cancel under specific criteria, including cancelling before first payroll processing, that the account is subject to an implementation recovery fee that equals one half of the annualized total stated, in this case $4,971.25. The implementation recovery fee of $2,485.63 was the amount agreed upon when you signed in May 2024.
The team also attached a copy of the agreement in their communications with the client
Customer Answer
Date: 10/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The cancellation was due to misrepresentation. I never signed or received the agreement, and the salesperson falsely signed the form without my authorization. Additionally, the salesperson misrepresented the services and quality. As soon as I gained access to the software and discovered that the features I requested were not as promised, I immediately requested cancellation. I am also disputing this matter with my bank, and I request that you refund my payment.

Regards,

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

Business Response
Date: 10/24/2024
Our critical response team has conducted a thorough review of your case, including an examination of your contract and related documents.

We have confirmed that all Customer Service Agreements (CSAs) are sent through DocuSign, ensuring that you had the opportunity to review and sign the agreement electronically. Additionally, we have located an impound letter that you signed during the implementation process. The signature on this letter matches the signature on your CSA.

Furthermore, during our communication with you, we repeatedly requested specific examples of products, features, or functionality that you felt were misrepresented. Unfortunately, you were unable to provide any concrete details to support your claim.

Based on our findings, the charges assessed are in accordance with the terms and conditions outlined in your contract.

We are committed to providing high-quality services and resolving any disputes promptly and fairly. However, given the circumstances of this case, we are unable to honor your request for a refund.
Thank you for your understanding.
Customer Answer
Date: 10/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I am writing in response to your recent communication regarding my complaint. I must formally reject your response as it does not adequately address the issues raised regarding misrepresentation and the unauthorized implementation fee.
To reiterate:

Early Access to ********** Enterprise Group: This was never provided as promised, despite clear assurances from Emily that it would be available.
Recruiting Option: I was misled about the timeframe for the recruiting option, which I was told would be implemented by the following Monday. Instead, it became clear that this feature would take several weeks, which was never communicated to me at the time of purchase.
Mobile App Functionality: The mobile app was represented as offering features such as documentation upload/download, hiring, and payroll processing. None of these functionalities are available in the app, which directly contradicts what I was told during the sales process.
Additionally, your handling of the implementation fee raises serious concerns. You emailed me acknowledging that the fee was charged improperly and offered to refund it if I returned to Paycor. However, once I questioned why my previous emails were ignored, communication from your side stopped completely. This suggests that the implementation fee was being used as leverage to manipulate my decision to return, which is both unethical and unacceptable. Emily even encrypted the email to prevent me from sharing it, but I still have the email, and I have copied the thread into a document, which I am attaching to this rejection.
I am once again demanding a full refund of the unauthorized implementation fee and all charges related to the misrepresented services. If this issue is not resolved within five business days, I will pursue legal action and escalate this complaint to the relevant consumer protection agencies.

SEE EMAILS WITH EMILY DOCUEMENT! - THEY USE THE CANCELATION FEE TO RETAIN CLIENTS AFTER MISREPRESENTATION.

Regards,

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

Business Response
Date: 11/01/2024
Our team is currently reviewing information provided by the client.
Customer Answer
Date: 12/11/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Problem:
I am writing to formally lodge a complaint against Paycor for their unethical business practices, including misrepresentation of services, failure to deliver promised access, and unauthorized charges to my account. These actions have caused significant financial and emotional distress and constitute a breach of trust and consumer rights. Background I entered into an agreement with Paycor based on representations made about their platform’s capabilities and services. However, the following issues arose: 1. Misrepresentation of Services: Paycor failed to deliver the services as promised in the initial agreement. The contract was falsely represented, and access to the platform and features that were critical to my business operations were not provided. 2. Failure to Perform: Paycor charged me for an “implementation process” that was never initiated or completed. Despite their claim, no implementation services were rendered, and no value was provided to my business. 3. Unauthorized Charges: Without my authorization, Paycor charged my account on July 18, 2024, for fees that were neither agreed upon nor disclosed at any point during the onboarding process. These charges were unauthorized and unjustified. 4. Breach of Contract: Paycor’s actions constitute a material breach of contract by failing to uphold their end of the agreement. Furthermore, their deceptive practices violated the trust I placed in the company. 5. Failure to Address Concerns: Despite my attempts to resolve these issues and cancel the agreement, Paycor proceeded with the unauthorized charge and failed to engage in good-faith resolution efforts. Impact on My Business The unauthorized charge and Paycor’s failure to deliver on their promises have caused: • Financial losses due to the charge for services that were never performed. • Time wasted attempting to resolve issues caused by Paycor’s deceptive practices. • Emotional distress and frustration over their lack of accountability.

Desired Outcome:
Requested Resolution To resolve this matter, I demand the following: 1. Immediate Refund: A full refund of the unauthorized charge made on July 18, 2024, and any associated fees or costs incurred as a result of this transaction. 2. Termination of Agreement Without Penalty: Immediate cancellation of any remaining obligations under the agreement without penalty or further charges. 3. Written Apology: A formal written apology for the misrepresentation, unauthorized charge, and the inconvenience caused to my business. 4. Implementation of Ethical Practices: Paycor must review and reform their internal policies to ensure transparency in billing and contractual obligations and prevent similar issues for other clients.

Regards,

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

Business Response
Date: 12/12/2024
We appreciate your patience as we investigated this matter. Our critical response team has contacted you to provide an update on your concern regarding the invoice and imp recovery fees. As discussed, we are unable to approve an adjustment to the invoice amount at this time.
Please let us know if you have any further questions or require additional assistance.
Customer Answer
Date: 12/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

They just have efforts to keep the money they stoled from my bank account. I have been probing evidence for months and months and they keep rejecting my request. I will continue with legal action to recover my money for the service they did not provided.

Regards,

***** **********
Initial Complaint
Date:07/18/2024
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.
The worst company to do business with.
We switched to Paycor when they acquired our previous payroll company. After signing the contract no one contacted us until 2 months later. There was no training, no conversations on what the system offered. We received our credentials the same day the payroll needed to be submitted.
We started having issues immediately. Some of our issues included:
-Our first checks were received without signatures, even though all required documentation was submitted.
-We could not contact anyone over the phone or online chat after 2 pm due to the time zone.
-Our accruals were never set up correctly.
-Taxes were not paid on time.
-Rushed implementation. Security measures were not set up.
-ACA/HR services were never set up. We were charged monthly.
The biggest issue was the FRAUD committed on our account, with over $17,000 stolen from our company. After contacting Paycor regarding this issue, we were contacted by a customer advocate that let us know Paycor had security measures built in the system that were not turned on and that could have prevented the fraud. Security measures we were unaware of. Even with the Fraud issue, we were not ever contacted by a Manager/Supervisor. The customer advocate would message them, but no one has ever reached out to us. We tried calling the customer service line, and we were still unable to reach a Manager/Supervisor. Instead of assisting us in figuring out how this fraud occurred and how to resolve the issue, Paycor charged us multiple fees and said there was nothing they could do.
We let them know in writing that we would not continue with the company if they could not resolve our issues, they still charged us cancellation fees.
We did not use their services for 2 months before finalizing cancellation, no one contacted us during that time to see why our payroll was not being run, but we were still charged monthly.
Business Response
Date: 07/25/2024
We apologize for the negative experience you have had with Paycor. We understand your frustration and concerns regarding the lack of communication, training, and issues with various aspects of our services. Our team has attempted to reach out to you regarding these issues and we are awaiting your response. We take your concerns seriously and are committed to resolving them. Please contact our support team at your earliest convenience so that we can address your concerns and work towards a resolution.
Customer Answer
Date: 11/26/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Problem:
While using Paycor payroll services, our account was hacked and money stolen from our company. Paycor has refused to accept responsibility for their lack of security measures being put into place when using their software. The system allowed an unknown individual to access our account using a two authentication system, however the system failed. The authentication was not sent to the phone number on file and the system was accessed by an unknown individual. After the situation occurred, then Paycor let our company know that there were security measures that should have been implemented from the beginning of us signing up with the company. This issue occurred about 6 months after being with the company. There were many other issues that occurred during our time with the company. -Rushed Implementation -No access to the system until the day before 1st pay date with Paycor -No access to individuals with knowledge of our issues after 5pm eastern time, we are in pacific time zone -No one assisted with ACA, but we were charged for the service. Called multiple times with no call back -Online case submission was turned off for our account, we could not follow up online yet no one could assist over the phone -Quarterly taxes were not sent on time, our company was charged a late fee These are just some of the issues we experienced. Our experience was very negative from the beginning and we voiced our concerns and let Paycor know that if the issues were not resolved we would be leaving the company. They do not care about their customers and it shows by the way they deal with complaints.

Desired Resolution:
Refund

Regards,

**** *****

Business Response
Date: 12/04/2024
We appreciate your patience and understanding as we work to resolve this matter. We take your concerns seriously and will have a critical response consultant reach out to you shortly to discuss your experience and work towards a resolution.
Customer Answer
Date: 12/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

We have previously spoken with a representative from the company that has told us they cannot assist us. They do not have the knowledge of our complaint/issue that was previously filed with the company directly and they were unable to assist. We were contacted and the rep let us know that they would reach out once they were able to find our file in the system, however when they reached out it was right after the complaint was closed by the BBB, and they told us there was nothing they could do.

If the company is going to reach out to us, they must know the history of our issues/complaints and we should be able to speak with someone that is able to make decisions.

Regards,

**** *****

Business Response
Date: 12/12/2024
We understand your frustration. We have assigned your case to a dedicated deactivation support representative who will reach out to you shortly. They will have access to your case history and will be able to provide the necessary assistance.
Customer Answer
Date: 12/13/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

We have only received an email stating the case was created, and still has not been assigned to anyone. There is no resolution.

Regards,

**** *****

Business Response
Date: 12/19/2024
We understand your frustration and appreciate your patience as we work to resolve this matter. Your case was assigned to a dedicated support representative on December 17th. They will be reaching out to you shortly to address your concerns and provide an update on the resolution. We apologize for any inconvenience this may have caused.
Customer Answer
Date: 01/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I received a message that my complaint was closed - Complaint #******** The company's only response has been to let me know that the complaint was assigned to a rep and someone would contact me. As of today (12/28/24) no one from Paycor has contacted me about the actual complaint. Please do not close the complaint or let me know if there is anything else I can do.

Regards,

**** *****

Business Response
Date: 01/16/2025
We have thoroughly reviewed your case with our critical response team, and we are not able to grant a credit in this case.
Customer Answer
Date: 01/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Paycor did not provide any resolution. They sent an email saying someone would contact us, however no one did. Their service from the beginning was terrible, and still we are unable to resolve an issues that should have been resolved when it occurred. We discontinued our services due to no resolution, were charged for months after discontinuing and to this day we have been unable to speak with a supervisor or manager. Even when needing assistance with a particular issue, there is no one knowledgeable to speak with. They charged for services not provided, provided us with an unsecure system and still refuse to give a resolution.

Regards,

**** *****

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer