ComplaintsforPoppins Payroll, LLC

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I used Poppins Payroll between September 2020 through January 2022 to provide payroll services for our nanny so she could care for our daughter. We were satisfied with the services until it came to close the account. I called Poppins on September 20th of 2021 to wind down our account as we decided to move our child to a childcare center. Poppins told us that they would handle the final tax filings for the year and close the tax accounts we had to open with the **************** to employ our nanny. They assured us they would let us know if there was anything else we needed to do to shut down our accounts. After that, we didnt hear anything back until February 22nd 2023 when we got a letter from the ******* ********** of ***** stating that we were delinquent in filing our tax reports associated with the account we had to open to employ our nanny. I emailed Poppins and they assured me that they contacted *** to close the account over a year ago, and that they would contact *** to correct the matter. Then on April 17th of 2023, I received another letter from *** saying that I owed them $3,276.60 for our delinquent account. *** tried calling *** directly, but *** been unable to reach a person to help me close the account, and I dont have the login credential to login to the *** site to try to close the account online. I want Poppins to actually close the account and resolve the $3,276.60 fee *** has levied against me.

  

  Business response

  04/20/2023

  Hello *****! Were so sorry that the ******* ********** of ***** (****) failed to process your account closure and incorrectly stated you had amounts owing. We did submit the appropriate paperwork to close the **** account for you over a year ago. Usually, submitting the paperwork is all that is required, however, **** did not process the paperwork to close the account. 
  
  As soon as you made us aware of ****s failure, we contacted them again and resubmitted your closure form. They have since closed your account and acknowledged that you do not owe any amounts. We do not believe there is any outstanding work that remains to be completed in wrapping up your account closure. 
  
  Please let us know if there is anything else we can do to help.   Thank you!
  
  

  Customer response

  04/21/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I set up my Poppins Payroll account in February, knowing that the first payroll would not run until the end of April. When I signed up, there was a "first month free" promotion. What wasn't clear is that they start charging you as soon as you set up your account, even though they aren't providing any services. Thus, they made February my free month, then they charged me the $45 monthly fee on March 2 and April 4. The first payroll doesn't run until April 30th. Thus, a couple days ago, I got a notice about my first payroll being about to run on April 30th, so I logged into my account, and that's when I saw that they had been charging me the past two months. I contacted them, noting that I wasn't expecting to be charged for services until payroll began to run in April. They told me that they would credit my account $90, but would not honor the first month free. They said that they began setting up my state and federal tax accounts in February. Okay, that is free and takes less than 5 minutes and I could have done it myself. I asked them to still honor April as my free month, as I thought would be the case, but they declined. Very disappointing. It was never made clear to me that simply creating an account online would result in my account being charged. They did not need to set up my tax accounts in February - they could have waited until April, since they knew that payroll would not run until then. In fact, I even considered starting services earlier, but you can't do it online - you have to call them, so I decided it wasn't worth the hassle, and I stuck with my employee's original start date. I didn't realize that I was being charged anyway.

  

  Business response

  05/05/2022

  Hi ****** - Thank you for bringing this to our attention. Our free month of service is a free calendar month of service and service does start upon your completion of enrollment, not dependent on payroll running. We apologize for the misunderstanding. We are very happy that we were able to come to a resolution that we believe you were satisfied with. Please feel free to reach out to us should you have any other questions or concerns!

  Customer response

  05/06/2022

  Hello - I would like to update this complaint as resolved. I have received a refund from Poppins Payroll.  Thank you!

*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. ↩