Complaints

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/12 I worked my last day at *********************** and informed my HR corrdinator my need for COBRA month of Oct. I filled and sent paperwork 9/20 assuming all was completed and found out on 10/10 that my medical insurance was cancelled. I paid Netchex 10/11 and have the record of payment for insurance and today, still have inactive medical insurance. There is no phone number to reach a live person through Netchex and can only correspond through email. I have spoken to ********** every 3 days and they are still waiting to get paperwork from Netchex. We have paid 2 Dr ***** back in cash but would just prefer to have the cobra payment back since they did not provide the insurance we needed this month.

  

  Business response

  11/03/2023

  Hi BBB-  Thank you for your inquiry.

  The Netchex ***** team received an inquiry from ************************* on October 10, 2023.  That same day, a Netchex Representative wrote and email back to ************************* advising that in order to start the ***** process, we would need to receive the completed ***** enrollment form, along with the initial monthly premium payment mailed to our office.

  On October 16, 2023, ************************* completed this, provided what was necessary, and the Netchex Representative confirmed by email to ***** that we had everything that we needed to submit, and would let her know once we received confirmation from the carriers.

  On October 25, 2023, ************************* emailed Netchex asking for an update.  The Netchex Representative replied to the email that same day, reporting that we are still awaiting confirmation from the carriers.

  We tried to reach ************************* today by phone to discuss.  Once we connect, we will report that sometimes it takes the carriers longer to activate ***** benefits.  We have followed our process, and can only confirm benefits in place once the carriers issues that confirmation.

  Her request in the complaint was to have a refund issued.  If this is what she truly wants, we will cancel our submission of the enrollment form, and ultimately refund ***** for the amount that she paid.  We will reach out to her again on Monday November 6, 2023.

  Customer response

  11/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Netchex became my payroll and HR company 14 months ago. Things weren't going well from the initial setup. Many mistakes were made, no training was provided and I was ready to discontinue service after two months (maybe even only one month). I was informed that I would still need to pay for a portion of my one year contract. I continued with the company and errors continued to be made. Two of the most egregious were that they didn't get our W2's processed for my employees until the middle of February and they made multiple mistakes on my tax payments and I now need to pay the *** back a few thousand dollars in penalties and overpayments for errors made by the company. Furthermore, they made a mistake on my quarterlies for Q1 this year. I wouldn't recommend this company to my worst enemy as they seem completely inept and seem to think that nothing is their fault.

  

  Business response

  09/01/2022

  Hello BBB-

  ****************************** (and *********************) became a Netchex customer in June 2021.

  We are sorry to hear of *****'s complaint, reporting that no training was provided.  Our Implementation Project Leads provide initial training in the use of Netchex payroll processing, and our team guided him to help him complete his first payroll with Netchex in June 2021.  Our training team also reached out in writing on 7/6/2021, to introduce our full training offerings, with an assortment of recommended live webinar sessions to help develop expertise in the use of our software.  ***** responded that his schedule couldnt adjust to make these classes, but our trainers emailed links to recorded videos, so he could review the content at a time convenient to him.  Just 3 days later on 7/9/2021, ***** contacted Netchex to share more discontent with our training offerings.  Our Service Team reacted by providing a few specific step-by-step videos to assist with payroll, and offered live help with our support team if he needed us.

  Regarding the report of mistakes in tax filings, ***** reported in October 2021, that some prior period paychecks were not included in the data that he previously provided.  Our team worked with him to get that payroll data entered, and Netchex completed and filed amended tax returns for Q2 and Q3 fo 2021 to help correct this issue.

  ***** is correct that his company W2's were completed in mid-February.  We complete all active customer W2's in January each year, but a pause was placed on *****'s account when we were alerted that the funding of his 12/31/2021 payroll (NSF) did not clear our bank account.  As a result, on 1/3/22, his account with Netchex was inactivated immediately.  This removed his company from our queue to produce W2's.  After a few weeks, we were able to reconcile, and we completed the W2's on 2/18/2022.  ****************************** also NSF'd on the collection of our service fees in February and March 2022.

  Lastly, we are not aware of any mistakes with the Q1 2022 tax filings.  Netchex completed the payroll tax filings based on the payroll data that ****************************** representatives entered in our payroll software system.

   

  Customer response

  09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The point that disappoints me the most about this response is that no responsibility for the lack of good customer service and meeting clients is addressed in this response.  Different customers have different needs.  Some people learn better by doing and having someone show them and some people can watch a video.  I'm someone who needs to do it and see it multiple times before I know how to do it.  Watching a video is not a good learning technique for me.  I felt like I explained this to multiple people.  However, I was constantly given the response of well, if you need anything else, you can call customer service and ask them to walk you through.  We are all busy and as a business owner, I simply expected higher quality customer service.  As far as the Q2 and Q3 problem, I don't remember anything additional being needed or asked for to trigger this adjustment, but if they believe that's the case, that's fine.  Finally, regarding the W2's, that is absolutely false.  I completed some additional paychecks for myself at the end of the year (for pay periods before I was using Netchex).  I did this in Intuit Online Payroll.  When I informed Netchex, they told me that I could have done this through their system.  Okay, fine, I didn't know.  Then they attempted to debit the taxes from my account, so I put a stop payment on the amount, as I had already paid it through Intuit Online Payroll.  We went back and forth on this for quite a while, but those conversations took a few weeks to figure out.

  In conclusion, I doubt that any further conversations are necessary with this company at this time.  They don't seem to see my side of the argument and haven't understood my frustrations the whole time I was with them.  That's why I wanted to get out of my contract right after I started because I simply realized that they were not a good fit.  Ultimately, I had to pay my accountant an additional $2500 in order to have her go through my Quickbooks file and figure out where the mistakes were by Netchex.  She agreed that they made some large errors in payroll that caused a lot of extra work.  I'm not sure what else can be done at this point.

  
  Regards,
  
  *********************
  
   

  
  

  

  Business response

  09/15/2022

  Netchex's initial response has not changed.

  The client has called on other issues (lost client access) and Netchex has helped him so there is a working dynamic here.

  Please let me know if there are additional steps we need to take for this response.

  Customer response

  09/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 to me.  However, I don't believe that this company will recognize the errors made, so at this point, the case can be closed.  They aren't going to realize my complaint or give it credence, so going further would be an exercise in futility.  Please close this complaint.
  
  Regards,
  
  *********************

*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. ↩