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 ComplaintThe 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:09/30/2023
Type: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 is showing unprofessional business practices on posing the hiden charges, charges for something that they cannot tell what causing and how to prevent, forcinal as to sign the agreement we do not understand and no one can explain, the person that sent us the agreement cannot answer any questions and then stopped responding sending email that she went for vocation. we tried to contact the support asking question and could not get the answers. Also we received the email "we do not know what causing the charges and we cannot resolve that". This is unbelievable support failure where they keep charges for something that they admit is fraudently charged. Also they sent the email forcian us to send the agreement agreeing for even more charges for something them can explain what that is, but they need our agreement to keep charging those
Business Response
Date: 10/05/2023
Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with our services. We take customer feedback seriously and strive to provide the best possible support.
Our critical response team has reached out to you regarding this matter and has submitted a pricing review case. They have informed you about the 3-5 business day turnaround time for these types of cases. We understand that hidden charges and unclear explanations can be frustrating, and we are committed to resolving this issue for you.
We apologize for any miscommunication or lack of clarity you may have experienced during the agreement process. Our team is here to assist you and address any questions or concerns you may have. We are actively working to improve our support and ensure that all customer inquiries are handled promptly and effectively.
Please be assured that we are investigating the charges you mentioned and will work towards a resolution. We appreciate your patience and understanding during this process.
If you have any further questions or require immediate assistance, please do not hesitate to contact our support team. We are here to help. Thank you for your feedback, and we look forward to resolving this matter for you.
Customer Answer
Date: 10/05/2023
hello
NO ONE REACHED OUT!!!
Regards,
******** ********
Business Response
Date: 10/11/2023
Hi Kate,
We are actively working on improving our support system to ensure that all customer inquiries are handled promptly and effectively. However, with that being said we ask 3-5 business days for the team to respond. We appreciate your patience and understanding throughout this process.
At this point a specialist from our team has reached out to you to schedule a call for Friday to discuss this matter further. They will be able to provide you with more personalized assistance. If you have any additional questions or require immediate support, please do not hesitate to contact our dedicated support team. We are here to help and look forward to correcting this matter for you.
Initial Complaint
Date:09/06/2023
Type: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 company contracted Paycor from March to December 2022 to transition our payroll from ADP. Paycor promised a seamless migration from ADP and API integration with a key API. They failed miserably.
Initially, the sales team seemed courteous, but they failed to deliver on the most significant time-saving promises. The migration process was marred by draining, time-consuming errors from the outset. Our data was not completely transferred as initially assured, and Paycor consistently miscalculated our payroll deductions, resulting in repetitive and erroneous overpayments to some of our staff members. Communication issues between customer service and tech support persisted for months. Recently, we discovered Paycor didn't file our quarterly taxes, leading to an IRS notice. In December 2022, we switched to Paycom, a more reliable and customer-focused company.
When we contacted Paycor about the IRS notice, they provided poor customer service, refusing to connect us with a human representative. Instead, we dealt with an unhelpful account deactivation team. Initially, they claimed to have filed the taxes but later admitted they hadn't. Paycor's lack of communication and threats of additional charges are concerning. They must honor their contract and address these issues promptly. We've noticed similar complaints from other companies and cannot recommend Paycor due to its unreliable, bait-and-switch, and dispassionate approach.Business Response
Date: 09/11/2023
We apologize for the negative experience you had with Paycor and understand your frustration. We take customer feedback seriously and are committed to addressing your concerns.
We are pleased to inform you that our leadership team has been engaged to resolve the tax notice issue you mentioned. They have successfully resolved the case this morning and a resolution email has been sent to you. We apologize for any inconvenience caused by this oversight and assure you that we have taken steps to prevent similar situations in the future.
Additionally, a manager from our team has emailed you directly, offering to schedule a call to ensure your full satisfaction and address any remaining concerns you may have.
We understand the importance of honoring our contracts and addressing issues promptly. We appreciate your patience and understanding as we work towards resolving these matters.
We apologize for any inconvenience caused during your time with Paycor. We value your feedback and will use it to improve our services moving forward. Thank you for bringing these matters to our attention.
Customer Answer
Date: 10/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.We just received another notice of Paycor's failure to file our payroll taxes. This time from one of our state sites, North Carolina. This is absolutely shameful. Paycor did not do the job we paid them to do. This claim started with their neglect to file federal taxes in 2022 and audacity to lie and claim the IRS claims were false. This company has yet to prove the IRS is in error. Now we've learned they failed to also file 2022 state taxes even though we did our due diligence. Please see the attached.
Again, Paycor owes us a refund for breaching our contract and failing to fulfill its contract with our company. We fully expect a refund.
Regards,
****** ******
Business Response
Date: 10/31/2023
On 10/25 our team provided the client with the documentation showing that the IRS notice was not a Paycor error and advised that we will not be offering a credit at this time, and the invoice for amended returns is valid.Initial Complaint
Date:08/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are missing 2 2022 W2's for employees that were never processed due to a system issue when the payroll was processed 12/30/22. The issue was finally resolved 01/12/23, I was told the W2's would generate but they never did. I called customer support on 06/08/23 and they opened a support case that was immediately closed and never resolve. We still don't have the W2's so I called customer support again 08/18/23. The response I got was that another case would be submitted and I'd get a response soon. This is not acceptable, why was the original case closed. I want a call directly from the department that has the ability to generate the W2's and I want the copies sent within 2 business days as we need them for accounting purposes.Business Response
Date: 08/24/2023
We deeply apologize for the inconvenience and delays you've experienced regarding the W2 processing issue. We understand the importance and urgency of your request.
Please be informed that our Critical Response Consultant has already been in touch with you regarding this matter. We assure you that they will continue to follow up on this issue to ensure a satisfactory resolution is reached.
We genuinely regret that the original case was closed without a proper solution and understand your concern. Rest assured, we're making it our priority to address this matter with the utmost urgency. You can expect a call directly from the responsible department that handles W2 generation soon.
Once again, we apologize for the inconvenience and are committed to resolving this for you as swiftly as possible.Initial Complaint
Date:08/07/2023
Type: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.
August 7, 2023
We used Paycor for our payroll for since 2018. They more numerous errors with payroll and PTO Accrual was a disaster. New employees always had issues with the correct PTO. We had major communication issues with our payroll specialist Keith Turner. It would take multiple times to get it right. Paycor raised our payroll processing charge by 300% in December 2022 without advising us!
We sold our company and sent am e-mail to our payroll specialist stating that we would no longer be doing payroll after 3-16-2023 and need the documents required to close our account. After multiple requests, we got no response. After a month or so, our payroll specialist finally responded and he told us we needed to close our account online which we did.
A month after we told our payroll specialist would no longer be doing payroll, Paycor took a monthly service charge and a payroll processing fee out of our bank account. The payroll was neve done but they still charged us on 4-10-2023. We request a refund from our payroll specialist and he said it would be done. After 5 e-mails asking why we still have not received refund, he “ghosted us”.
We also get an invoice for 2023 W2’s for our employees. The W2’s where never sent. Again we contacted our payroll specialist by e-mails multiple and got no response.
After you terminate Paycor’s services, they will not talk to you because your Client number is inactive. Client# ***** .
Thanks for your help!
******** ****** ****** * ****Business Response
Date: 08/11/2023
Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration you have experienced with our payroll services. We understand the importance of accurate and timely payroll processing, as well as effective communication with our clients.
After reviewing your account, we have identified the issues you mentioned regarding payroll errors and PTO accrual. We apologize for any difficulties this may have caused. We have taken necessary steps to address these concerns and ensure that similar issues do not arise in the future.
Regarding the closure of your account, we apologize for any miscommunication or delays you experienced during this process. Our records indicate that you have requested a refund for the monthly service charge and payroll processing fee that were charged after you informed us of your intention to discontinue payroll services. We want to assure you that we are actively working on processing this refund for you. Once the credit goes through, you will receive the refund accordingly.
In addition, we acknowledge that you have not received the 2023 W2s for your employees. We apologize for the oversight and the lack of response from your payroll specialist. Rest assured, once credits go through and the invoice for the W2s is paid, we will promptly process and send them to you.
We understand the frustration caused by the lack of communication and the unresponsiveness of your payroll specialist. We have addressed this internally to ensure that our clients receive timely and effective support from our team members.
We apologize for any inconvenience caused during this process and appreciate your patience. Should you have any further questions or concerns, please do not hesitate to reach out to our customer support team at. We value your feedback and are committed to resolving these issues to your satisfaction.Customer Answer
Date: 08/30/2023
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,
* * * ********** *** ****Please reopen this Complaint. Paycor has not done anything to resolve this issue.
If you can not reopen this case, I will resubmit another Complaint.
Kind Regards,
*** ****
Cell: ###-###-####
Email: ***********************
Business Response
Date: 08/30/2023
Thanks for your quick response. Paycor is now hold by employees 2023 w2 as hostage. Can I add the details to the original complaint?
Kind Regards,
*** ****
Cell: ###-###-####
Email: ***********************
Customer Answer
Date: 09/01/2023
Hi ****,
Attached is an update on the issues with Paycor. Supporting documents are attached. I tried to update our complaint on the BBB web site but I found no way to do it. If there is a way, please let me know.
One last thing, we could gave anymore notice to Paycor about terminating their service because we were not sure that the sales of our company would actually happen.
Thanks for your help
Kind Regards,
*** ****
Cell: ###-###-####
Email: ***********************Business Response
Date: 09/02/2023
Our team has submitted an adjustment and is awaiting approval.Customer Answer
Date: 09/06/2023
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.After reviewing a message received from the Paycor about my complaint on the BBB web site, it appeared that
Paycor was going to refund the $358.50 that they withdrawing from our checking account for a payroll they
never processed. It was also stated that they would send the W2s. Neither of these things happened. As of this
date, we have not received the refund or the W2s.
We will consider this issue resolved when the follow events occur:
1. * * * ********** receive a refund for invoice April invoice ***********
2. Paycor also gives us credit for the May invoice ***********
3. Paycor acknowledges that when we pay the invoice for the W2s that they will mail the W2s to out PO
Box or my house.
4. Paycor supplies us with e-mails or letter to * * * ********** advising us of the payroll proceeding fee
rate will increase from $110.00 to $358.50. If they can not supply this documentation, then we expect a
refund of $1,532.00
****** ****
Managing Member of * * * *********** ***
Business Response
Date: 09/11/2023
Our team has submitted an adjustment which is awaiting final approval.Customer Answer
Date: 09/11/2023
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 response of "Our team has submitted an adjustment which is awaiting final approval." has not resolved these issues.
We will consider this issue resolved when the follow events
occur:
L & M Compressor receive a refund for invoice April invoice ***********
Paycor also gives us credit for the May invoice ***********
Paycor acknowledges that when we pay the invoice for the W2s that they will mail the W2s to out PO Box or my house.
Paycor supplies us with e-mails or letter to * * * ********** advising us of the payroll proceeding fee rate will increase from $110.00 to $358.50. If they can not supply this documentation, then we expect a refund of $1,532.00*** ****
Managing director
Regards,
* * * ********** *** ****
Business Response
Date: 09/16/2023
-The adjustments are for both April and May and are still pending final approval at this time.
-We confirmed with the client via case ******** that we will email them the W2s they are requesting as soon as these adjustments are complete, and payment received.
-Our billing team is currently looking into the price increase to determine if this was a true price increase (where we would have sent communications to the client), or if the price was only guaranteed for a set amount of time on the CSA. Our team will update the client when this information is available.Customer Answer
Date: 09/19/2023
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.* * * *********** ****
**** ** **** ***
****** *** *****
###-###-####
FROM: ****** ****, Managing Member, * * * **********
DATE: September 19, 2023
RE: BBB complaint #********
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 response states what they what to do but never actually do it. As of this date, we have not received
the refunds or the W2s. It appears that Paycor is stalling. We have been trying to resolve these issues
since April. Paycor need to do the right thing.
This is a very simple matter. * * * ********** should not have been charged and invoiced for services
that were never done.
Paycor has not supplies us with e-mails or letter to * * * ********** advising us of the payroll proceeding
fee rate will increase from $110.00 to $358.50. If they can not supply this documentation, then we expect a
refund of $1,532.00.
We are hoping to resolve these issues with the help from the BBB, but there is a point that we will have to
take this to the next level, Small Claims Court.
****** ****
Managing Member of * * * *********** ***Business Response
Date: 09/28/2023
Our team has been in contact with the client and continues to work through these issues.Customer Answer
Date: 09/29/2023
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 looks promising that this complaint will be resolved. A refund of $142.55 was deposited into our checking account. We are waiting on the company W2s before we close this complaint. Thanks for your help.
Regards,****** ****
Managing member
* * * ********** ***
Business Response
Date: 10/05/2023
We appreciate your patience, the W2s are in the process of being shipped.Customer Answer
Date: 10/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to thank the
Better Business Bureau team for all your help in resolving this issue!
Regards,
* * * ********** *** ****
Initial Complaint
Date:08/01/2023
Type: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 the IT consultant for two endodontic offices. They submitted their payroll to paycor as they typically have done for years. But . . paycor paid people that were not on their payroll on July 17, 2023. After we reported this, Paycor froze the account, but two weeks later they cut 2 additional fraudulent payments totaling $8,000. I and the office have called Paycor numerous times they will not help us. My client is out $50,000 in total and we cannot get past a tier one phone call or log into the paycor account. Many promises to call back and fix and nothing.Business Response
Date: 08/09/2023
Thank you for bringing this matter to our attention. We apologize for any inconvenience caused and assure you that we are taking your complaint seriously. We understand the frustration and concern caused by the unauthorized payments made by Paycor on July 17, 2023, and the subsequent lack of assistance and resolution.
We want to assure you that we are actively investigating this issue and we are escalating your case to a manager who will personally reach out to you shortly to discuss the situation and work towards a resolution.Customer Answer
Date: 08/16/2023
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,
****** *****Paycor still has not resolved the issue, even though we continue to call and they continue to say they opened a case and promise they will get back to us by the end of the day. We have fraudulent people that have been paid, we have staff that shows they were paid but were not (messing up their W-2s among other hassles) and we were recently charged by paycor for processing the fraudulent payrolls. Paycor will also not remove our checking account information from their system. Paycor continues to say the issue was on due to holes in our IT, when I have sent audit documents proving this is not the case, and the fact that they locked the account so we were not even able to access it. The fraudulent payments and the abyssmal customer service is this worst I have seen in my 31 years of doing business.
Business Response
Date: 08/22/2023
Our team continues to investigate this issue, we are currently working with the client to schedule a call.Customer Answer
Date: 08/25/2023
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 still cannot view or pay our employees. We cannot fix employees w2. We are still out $10000s of dollars. Calls / emails. are rarely returned.
Regards,
****** *****Business Response
Date: 09/02/2023
Our support team is currently working with the client to correct these issues.Customer Answer
Date: 09/05/2023
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,
****** *****Customer Answer
Date: 09/05/2023
We still has not been reimbursed completely. Owed $10,000s in fraudulent distrubutions.
Paycor still has not fully answered questions about past payrolls or why we cannot see current employees on Paycor's system, rather we just see the fraudelent payees.
We sent paycor another email outlining outstanding issues/questions today.
While paycor refused to speak to our IT, they did finally state in an email to the office manager that the issue was not due to holes in our IT protection.
Business Response
Date: 09/11/2023
Our support team is awaiting a response from the client.Initial Complaint
Date:07/20/2023
Type: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 contacted me in regards to my tax paying needs after opening a Business Acct with Regions. On March 20th, I signed documents with Paycor. They will process “payroll” on my behalf to pay in the correct tax to federal/state. On May 18th my account was debited $610.98 through an ACH transaction from Paycor. I immediately reached out to Paycor and to the representative I originally signed contract with. I sent text messages, called, and left a voicemail with the representative and never received a response back. My next step was contacting Paycor directly with the 800 number provided. My account # showed as closed therefore I couldn’t be transferred to customer service. I was baffled. I finally got in contact with Paycor and they provided me with an email to contact. I emailed inquiring why $610.98 was taken out of my account without approval. Requesting the money be given back. I was denied. With their reply, they stated I violated my agreement with them and the $610.98 was a “implementation recovery fee,” they attached the entire agreement clause. I replied asking which clause I SPECIFICALLY violated and was told that I canceled services with Paycor prior to running a “first payroll” and thus the “implementation fee” was taken out of my account. I stated my disagreement, I did NOT cancel agreement, and I have an email from Paycor that Paycor actually canceled my account on their behalf, on April 28th. In the contract it specifically states I have 6 MONTHS to run my first payroll, the deadline date given was August 1, 2023. I requested my money be issued back to me immediately, since I did not violate any agreement with Paycor. I received a reply back, refusing a refund, and now stating I was a “Fast Track Client.” After 3 payroll “pushes” I am a no start. I replied I did not sign that agreement, my contract stated 6 months, and this needs to be resolved. I asked if they were part of BBB. Paycor avoided a resolution with their reply email, and no reimbursement.Business Response
Date: 07/28/2023
Thank you for reaching out to us and bringing this to our attention through the BBB. We sincerely apologize for the inconvenience and confusion caused.
We value the trust you placed in us, and it's crucial for us to address and resolve your concerns promptly. A manager from our team did attempt to reach out to you directly and left a voicemail. If you haven't had a chance to get back to us yet, we truly appreciate an opportunity to discuss this matter further with you.
Initial Complaint
Date:07/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 26th, we opened an account with Paycor, the sales representative was Chris C******** Chris was VERY responsive and easy to get a hold of when he needed to sign up our business. Fast forward to May 19th when we were supposed to receive our very first employee check...it never arrived until about 2 weeks later! That night, we had to withdraw cash to pay this employee...(even then, this employee still sued us).
The evening of the 19th, Paycor was UNREACHABLE! We called and called, and no one answered. I couldn't believe it! Ever since then, we've been calling and sending emails trying to cancel our account and get refunded, but instead we've been getting charged. When we eventually got in touch with someone, a month later, we were told that only the sales representative who signed us up can handle refunds and that he'll get back to us with 48 hours...that never happened. July 10th, we were chsrged again. July 12th, we called Chris's personal and office numbers. After leaving a voice-mail, we received a text message from Chris saying "I'll call you back", that never happened. Paycor owes us a total of $271.64 of fees charged with no services provided.Business Response
Date: 07/21/2023
Thank you for bringing your experience to our attention. We genuinely apologize for the challenges and frustrations you've faced.
Our critical response manager reached out and spoke with you regarding the process to close your account. During the conversation, we understand that you had to cut the call short due to other commitments. Subsequently, our manager sent you a follow-up email to continue assisting you in the process.
We deeply regret the delay you experienced in receiving the paycheck and the difficulty you faced in getting in touch with our team.
We take your feedback seriously and will use it as an opportunity to improve. We're committed to rectifying the situation, especially the financial discrepancies you've pointed out. Please know that we are eager to work with you to ensure this matter is resolved to your satisfaction.Customer Answer
Date: 07/27/2023
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.Like their other representatives, it's been promises not fulfilled.
I haven't heard back from the rep who said we'd be refunded, in 2 days.
Regards,
******** ****
Business Response
Date: 08/07/2023
Our service team will be reaching our shortly to update you on timelinesCustomer Answer
Date: 08/11/2023
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.I believe this is one huge game, and that they do not plan on refunding me. How is it possible that in 2023, an accounting team can not provide even an estimated time frame for a refund? I believe they're just giving the run around, waiting for me to respond positively via BBB, so that they can go back to ignoring me. I really do not appreciate Paycor's business practices. Very sneaky.
For your reference, reasons for rejection are included below.
Regards,
******** ****
Business Response
Date: 08/17/2023
Thank you for taking the time to share your concerns with us. We sincerely apologize for the frustration and inconvenience you've experienced regarding the refund process.
As of 8/11, our critical care consultant, Alex, has reached out to you to inform you that the credit is still pending. Alex has provided you with a time frame for the refund and is available to answer any questions you may have while you wait. We understand that this situation can be frustrating.
Please rest assured that we value your business and are committed to resolving this issue to your satisfaction. We are not ignoring your concerns, and we are working diligently to address them as quickly as possible.
If you have any further questions or concerns, please don't hesitate to reach out to Alex directly or contact our support team. We appreciate your patience and understanding as we work through this process.Initial Complaint
Date:07/14/2023
Type: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 inform the business community of the unethical and illegal actions of Paycor, Inc. My company has had a number of issues with Paycor prior to the most recent issue, and I have always encountered customer services representatives that were helpful and cordial. However, if I ever asked for a refund for excessive fees or for any amount of money, I was always stonewalled with a response of "Upper Management will not approve any refund for your complaint as you received an email regarding the change."
Most recently, I noticed that my monthly bills jumped from around $130 a month to $200 a month with NO INCREASE IN SERVICE. I called and emailed the company to find out why. My first set of emails and calls in May 2023 yielded no response other than the company saying that the pricing team would reach out to me. After receiving another inflated bill in June, I reached out to Paycor and was informed that I was notified of the upgrade to my account in March. After informing Paycor that I never received such an email, they told me that it was sent to an email account for my company for an employee who NEVER agreed or accepted Paycor's request to email them.
For some reason, Paycor believes that it is OK to upgrade a customer to a higher cost account/membership if they send an email. This is illegal and is fraud. My account never should have been upgraded from the Basic Plan to the Essentials plan based on an email that was supposedly sent to an employee's email address and which required action on the behalf of my company in order to prevent an upgrade in billing charges.
I have reported Paycor to the FTC and will be reporting them to any other governmental agency possible.Business Response
Date: 07/21/2023
Thank you for reaching out and expressing your concerns regarding your billing experience with Paycor.
First and foremost, we value our relationship with all our clients and always strive for clear communication regarding any changes or updates. On June 30th, we had sent an email to address the concerns you raised:
-We regularly revise our product offerings to stay competitive and ensure that our clients receive the best services. During our recent spring review, we aligned your account with a new bundle that best matched the services you were previously receiving.
-As part of our standard procedures, we sent out a 30-day notification to the email address associated with your account. Regrettably, it seems there was an error with the email address on file. We strongly urge our clients to keep their contact details up-to-date in our system to prevent any communication discrepancies
-Understanding the situation, we took immediate action. As a gesture of good faith, we approved and will provide credits for the additional charges on your May and June invoices. These will be processed within your next two billing cycles.Further, in our communication on July 17th, it was clarified that a past adjustment was put through, but it wasn't approved by our Account team until 7/5. This credit, amounting to $148, will be reflected in your upcoming invoice. We genuinely apologize for any inconvenience or confusion caused and appreciate your patience as we work to resolve this.
We remain committed to ensuring that your experience with Paycor is satisfactory, and we're here to assist with any further questions or concerns you might have.
Initial Complaint
Date:07/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up with Paycor on 2/28/23 but have been facing unresolved issues since then. Our pay runs had problems, and we had to switch implementation specialists. We've made requests for resolution, but they go unanswered or get passed to different people.
Regarding the GL, mapping, and chart of accounts, it was said we're responsible for training on these tasks. However, it wasn't clear that this would be solely our responsibility throughout and after implementation. Our CPA informed us that 5 out of 8 payrolls for June couldn't be exported due to this issue.
Concerning pay period dates, we were told they will shift whenever a month has 31 days. We received a list of incorrect pay period dates for the rest of 2023 and have to manually correct them. The current pay period for our providers has shifted again, requiring manual correction anytime there are 31 days in a month.
We continue to face system issues like timecard errors, the need for constant refreshing, and errors in viewing or approving timecards. Feedback on platform usability has been consistently negative due to these issues.
Projected time-off isn't supported, and manual calculations are needed to determine real-time balances. This is inefficient and affects staff profiles.
Support has been inefficient, with the need to re-explain issues and receiving inconsistent answers. We're unsure if call notes are being submitted for reference.
As a payroll company, these issues are unacceptable and not industry standard which is just one are they breach their contract with us.Business Response
Date: 07/18/2023
We are truly sorry to hear about the ongoing issues you've been experiencing with our platform and service. Your feedback is incredibly important to us, and we acknowledge that the experience you've had thus far is not representative of the high standards we aim to uphold.
After speaking with you to gain a better understanding of the issues at hand, a critical response specialist has been assigned to your case. We understand the considerable inconveniences caused by system errors, timecard discrepancies, pay period adjustments, and the perceived lack of clear guidance and support. We agree that these difficulties are not conducive to a seamless payroll process, and we apologize for the impact they have had on your operations.
This specialist is now actively working with our internal teams to find solutions that can rectify the situation. This includes considering the waiving of termination fees and the potential refunding of promotional fees in light of the challenges you've encountered.
Your patience is greatly appreciated as we work towards resolving these issues. We will keep you updated with progress and concrete steps towards improvement. Rest assured, we are committed to turning around your experience with Paycor and delivering the service you rightly expect.Initial Complaint
Date:07/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We ended payroll services with Paycor in August 2022, and asked for our account to be suspended. They have charged us close to $4000, after being told by their customer rep. Tieka C***** that the cost to keep an account in suspension in $99 a month We are continuing to be changed after the account was canceled in May of 2023. On June 7 they again debited our account for $325 for providing no service of any kind This business has behaved dishonestly and needs to refund the fees collected in after the cancellation of the account and for the excess charges over the indicated fee of $99 a month.Customer Answer
Date: 07/12/2023
Better Business Bureau:
1. Here is an email from the agent assuring that when no payroll is processed the charge is $100 a month.From: Tieka C***** <T*****************>
Date: August 29, 2022 at 4:30:05 PM EDT
To: ****** **** <******************>
Subject: RE: Request
The 100.00 is when you do not process in a given month. If you do process, it will be 56.07 per payroll
Tieka C***** | Associate Client Support Specialist
office ###-###-#### fax ###-###-####
4811 Montgomery Road Cincinnati, OH 452122. The account was closed in May 23 and there was an additional charge of $325 made on June 7, after the account was closed. Please see the debit from paycor on June 7 to our account . Each month from August 22 to June 23 for 10 months they have charged 325 a month instead of 100, so an extra 225 a month for 10 months (2250) and another 325 after account closing. The refund due is $2575. The account is closed, hence no surprise that they cannot find the email. It was in the name of ****** ************. Here is the posting: (see Customer ID and company ID)
ACH DEBIT RECEIVED - Cust ID: *************** Desc: ********** Comp Name: PAYCOR INC.
Comp ID: ********** Batch Discr: *************** SEC: CCD Cust Name: ****** ************
IN Date: 06-07-23 Time: 05:51 AM Addenda: No Addenda
**************
$325.00Thank you for your help.
Regards,
****** ****
Business Response
Date: 07/18/2023
Thank you for reaching out and providing detailed information regarding your case. We sincerely apologize for any inconvenience you've experienced with your account billing.
After reviewing your message, a critical response specialist has been assigned to your case to work directly with you. We understand the importance of resolving this issue promptly.
We kindly request you to provide the proof you mentioned, regarding the account closure and subsequent charges, to our critical response specialist. Upon receiving these documents, we'll be able to examine the situation further, including the additional charges made post account closure and the discrepancy in monthly charges.
Our critical response specialist will be reaching out to you shortly to facilitate this process.
Thank you again for your patience and understanding. We're committed to resolving this matter to your satisfaction.Customer Answer
Date: 07/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that someone from Paycor reached out (Cory) and asked for correspondence proof asking for the account to be suspended. The request was made in September 2022 and evidence has been sent to Paycor also month wise details of neatly $3000 in charges (after August 2022) that were debited when no services were provided. Awaiting Paycor response.
Regards,
****** ****Customer Answer
Date: 07/19/2023
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 chose the "resolved" option in error. This matter has not been resolved. Please have the business follow up. Thank you.
Business Response
Date: 07/26/2023
Thank you for bringing this to our attention. Our team is currently reviewing the information you provided regarding the charges post-cancellation. We understand the importance of addressing this matter promptly. Please expect an update from us via email by the end of the week. We apologize for any inconvenience caused and appreciate your patience as we work to resolve this.Customer Answer
Date: 07/26/2023
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.- A detailed statement of charges has been sent to company
- Email messages from and to company showing we asked for account to be closed / suspended in September 2022 and an email from tem confirming the monthly charge if no payroll processed also shared
- Company says researching the issue
Awaiting company response/ Thanks
Regards,
****** ****
Business Response
Date: 07/31/2023
Thank you for bringing your concerns to our attention. I wanted to acknowledge that we have received the documentation you sent directly to our critical care consultant. Based on your input and the provided information, he has submitted a credit request to our leadership team. We genuinely appreciate your patience as we work through this process and aim to rectify the situation.Customer Answer
Date: 07/31/2023
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.Awaiting a response from the company.
Regards,
****** ****
Customer Answer
Date: 08/03/2023
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 updates yet.
Regards,
****** ****
Business Response
Date: 08/09/2023
We appreciate you bringing this matter to our attention, our critical response consultant has approved your credit. Please follow up with them via email with any questions.Customer Answer
Date: 08/11/2023
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.Waiting for response from company. There is an interim update, awaiting final resolution. Refund is awaited.
Regards,
****** ****
Business Response
Date: 08/17/2023
Refund has been granted to the client.
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