Our companies are based out of Massachusetts. We spent > 6 hours on our first payroll run of 2022 with a Quickbooks team member because the rates for the MA Paid Family and Medical Leave weren't calculating correctly. Is anyone else noticing this problem?!?! We used to pay through a private insurance co so they were being deducted like health insurance and fully under our control. Now its calculating people's paychecks with a rate that is (assuming) 2 decimal points more than it should. i.e. $1,000 should calc employee portion of the medical (.224%) at $2.24 but instead its calculating only $.02 and family (which should be $1.12) is calc'd at $0.
We are at the point that we are disgusted with customer service. We spent >6 hours today just on this - in a time crunch to run THREE Payrolls which need to all be done within the next few hours. Only to be told we need to "leave it" and "Quickbooks will work it out...". Is that what we should let our employees know???
This is after I spent 9 hours on the phone with MANY people last week to get our payroll center back up and running (it was showing as if it were a program and internet explorer stopped working), only to discover when you set someone up it defaults as direct deposit and if you don't put their direct deposit in right away - it causes a glitch.
I have also spent > 30 hours with Quickbooks time who passes the buck to other departments OVER and OVER again and I go on a hamster wheel. Because QB Time allegedly "can't see that I am paying for 3 time accounts" and have been since September. But we can't process payroll or even CREATE a Quickbooks time account until finally I got a supervisor to pay attention and ACTUALLY LOOK at our account to find it was set up wrong by our salesman, who left!!
No one has offered any sort of refund or any management apology for the amount of time lost on this "great" program.
My advice to QB:
1. If you have QB Enterprise Diamond and you are "top of the line" in products, you should have ONE ACCOUNT REP that knows your account inside and out and can escalate issues.
2. Quickbooks time and Quickbooks payroll should work as a TEAM and not as two indiv depts that just pass you over to the other when they don't want to take the time to figure it out.
3. Quickbooks Payroll NEEDS TO HAVE specialists for states and if you call you shouldn't be told 6 hours into your day where you could have finished the 3 payrolls and moved on to other things that "oh... Quickbooks is going to "work that out". When asked "how? will it be one big deduction in a future payroll so we can warn our team or caught up overtime" the answer is "I don't know".
I was really excited to move onto Quickbooks payroll and have quickbooks time tracking. And after 3 months of set-up attempt after set-up attempt and road block after road block - my job is NOT to consistently be troubleshooting a "well established" program.
