What do you dislike about TriNet HR Plus?
I was attracted to the platform because of its breadth. I moved my companies to it from a provider that did not have the breadth of functionality--especially in the area of benefits. I wound up leaving after a year. During that time, I had numerous issues with payroll, taxes, customer service and the ethics of this business. While the business was recently sold to a new owner (Trinet), the same management team and same level of service/customer commitment still exists. Here is snapshot of the issues I ran into.
Payroll: Inexplicably, one week paystubs were not visible to employees. The issue was fixed after a day, but then recurred. Then, a few months later, Zenefits forgot to take the funds out of my account on time, and had to scramble to make deposits on time. I tried to call support that payday ( a Friday) but they were closed! A payroll company closed on the most common payday. Thankfully, this impacted many customers so someone got ahold of an exec. The same issue occurred a few months later...I kid you not. Basic stuff...has to be bulletproof and my idea of payday is not to spend it fielding calls from my employees asking where their money is.
Taxes: A bigger disaster than payroll. They do not know how to handle local taxes--to the point where you have to set up each and every jurisdiction even if you file in one master, and every time a new employee starts you do it again. And then, support moves the jurisdiction (a few weeks later) and then they withdraw the funds. An absolute mess of a design and gobs of wasted time. Tried explaining it many time, spent many hours back and forth making sure it was accurate. Regular tax filings were also made with errors--in one case, sent to the wrong agency and in the other, errors were made and corrected causing the agency to refund something they should not have. Each and every time there are tax issues, you open a support case and each and every time, you wait a very, very long time. Can't get someone from tax on the phone.
Customer Service: When issues get resolved, it takes a very long time. Your relationship manager does very little to expedite. The Quickbooks online integration does not work. I gave them very specific info on how it was broken and in nine months they had done nothing to fix it. Had to write my own journal entries.
Ethics: This one takes the cake. Due to the payroll and tax issues, I decided to move on to a different system at the end of the year. Would you believe me if I told you that Zenefits required me to maintain my account past the end of the year to be able to use the ACA compliance module? Yes, indeed. So--even though you paid them a healthy amount of money throughout the year, you had to maintain the account (and pay an additional fee) to be able to use the ACA module, and had to continue paying the fee until the IRS accepted the ACA filing or else would not have been allowed to make corrections. And--the pace of all of this was under the control of Zenefits--you had to submit data and wait for them to review and then submit more that they had not asked for. In my view, completely unethical. But wait--there is more! After I had termed, we learned that my old payroll provider had incorrectly filed zero dollar reports for the first quarter I had been with Zenefits. The fix for this was to simply re-file the reports Zenefits had filed. Do you think Zenefits did this? Heck no--it was not their fault so therefore, if I wanted them to refile they said the fee was $700! I highly doubt this fee would have existed had I still been a customer as I am sure it is common for a prior processor to do this. No--this was another thank you from Zenefits. And to top it all off, senior execs were well aware of this and signed off on the fees being appropriate. So know this when you choose to deal with them. They may be owned by someone else now, but the same pocket-picking people who could not competently process payroll and taxes run the place. There are so many better solutions out there. Do not waste your time with this company. Review collected by and hosted on G2.com.
