Homebase Avis 196

Ive been trying to get a hold of a person to talk to for help and when I finally got a real person he said my issue was set and said he had to go and hed call back its still not working my schedule isnt loading and all my information is no where to be foudn and it say I have no access

I used to love this app. It has gotten so glitchy in the last year though. It barely works half the time, it is slow, takes up a ton of bandwidth, refuses to load, and generally has gotten obnoxious to use. Instead of FIXING any of the issues, Homebase has pushed an AI feature that apparently has no way of opting out of it. When I contacted support I was told to either "learn to love it" or ignore it. I chose this app for this business because it used to be one of the best, and even upgraded to a paid membership. I'll be rethinking using this in the future.

I've used homebase for over 10 years and something has changed in the last year. Cost cutting and customer service. Avoid at all costs

Terrible customer service. Kept having problems with the timecards not displaying on the correct days which was throwing my payroll through a ton of hoops. Rerunning missed payments and the such. Called and they said they would figure it out and promised me about 5 times that they would call me back and never did. Just go to Gusto so you don't have to deal with the headache

Worst payroll migration ever. They did not take notice of our previous PEO relationship and charged our company thousands of dollars in quarterly fees within the first month of our migration. Now we have to go through potentially months of backing out those reports. Customer service is extremely limited and takes up to a week to get a response via email. Their phone support seems to have no empowerment. I would recommend anyone considering this company to steer clear. I wish I had visited these reviews first. There is a reason they are rated so low.

During the time I used the homebase program, it was a decent platform for the most part. When I upgraded my account to include payroll I did so from my account settings. I decided to change to a different company that a
offered a more inclusive package I downgraded my account the same way assuming it would cancel out the payroll membership. I was charged for 4 months of payroll service fees before I realized I was still being charged. When I reached out to Homebase, the did not care and would not issue a refund because apparently you have to send an email to cancel, not just change my account plan. Any company that is ok taking $ for services
they did not provide are thieves in my book.

Their exact words:
Hi Jackie,

Good Day!

Please be advised that the payroll monthly base fee still applies even if there's no payroll processed.

In service,

Terrible service, mismanaged my payroll migration costing me thousands. They refuse accountability and good luck with support. I’ve reported them to the IRS and the FTC

Customer support is unacceptably bad. They are difficult if not impossible to reach. When it works, it is great. But when you wake up to 7 of your team members not getting paid because of direct deposit errors, then you can't get anyone for help, it's getting to the point I'd rather have a different payroll vendor. The AI generated hold song while waiting only increases aggravation. Then after an extended period it says to call back later! You can't make this up, embarrassing support.

Absolutely horrible customer service. I messed up every quarterly filing undercharged taxes, leaving me with a high end-of-year tax balance when it was correct in the form of 5%. W2s were incorrect for 12 of the 15 staff.

Very shortly after initiating a trial Homebase account, I determined that it *will not* meet the needs of my organization. After contacting Homebase support to close my account, I'm told that my data won't be deleted. Instead they will only remove my contact information from this "trial account". The support agent Audrie told me that they do this in case an organization wants to access data at a later date.

I’m baffled why Homebase would keep a user’s profile active against their will. Furthermore, *there is no data* that we may want at a later date. As in I *never* entered any data.

Idiotic client data retention policies such as described here is an added reason why I do not wish to be affiliated with Homebase. Had I realized this crap shoot of a policy sooner, I would have never given Homebase a try.

The reason I moved to Homebase was for the lower cost. But that lower cost comes at a BIG cost. First, the support is ABYSMAL. They really don't think they need to respond to customers in a timely manner, even if it's something urgent like you cannot login to approve payroll! That is A-OK with them. But the reason I am taking my business elsewhere, even at a higher cost, is that they basically helped themselves to an interest-free loan from my business. Our last payroll had a mistake in it, so my manager called them to see how it can be fixed. They walked through with her, and implemented the fix, which was basically to VOID the wrong payroll, and run an "off-cycle" payroll. Now, you would think, having voided the payroll for us, that they would not then go on to take out the taxes for the VOIDED payroll from our account, right? WRONG! They blithely took out $5.5k from our account on Jan 17, two days after the payroll was voided; and then they took out another $5.3k from our account on Jan 21! When I asked them for a refund, they pretty much said, "too bad, too sad, it will take 5-7 business days for us to process a refund." So, they've had the $5.5k since Jan 17 (which means it's almost a week as of today), and I'm still not going to get my money back. They claim to help small businesses, but it's more like they want to take advantage of small businesses. AVOID AT ALL COSTS!

I placed an order on the 19th November not realising Homebase had gone into administration. They took my money and stated my order would be delivered by 21st November. It’s now the 2nd December and no update other then from a bot which is not helpful. Customer service do not answer there phone. If you email you receive immediate response stating they have gone into administration and will try their best to get the order out. How is it right that they can still take orders on line but not sure if they can fulfil those orders. I am not able to cancel the order either.

The WORST customer support I've ever experienced. I've messaged 6 times now with a simple request - a bot called 'Audrie' or a very stupid human keeps sending the same message via email. All I need them to do is correct my number from the US country code to a UK code +44) so that I can add info to my account. This app is a joke, would give zero if I could.

Almost 2 hours on hold to get owner access to my account, this is my 4th attempt, it has cost my company hundreds of dollars to manage this simple 5 minute step. But since we don't pay more for phone support we are treated with disregard, inadept support, and left to wait by the phone becasue they can't give a timeline on a return call. If you have a restaurant and care about your business paying payroll on time, I suggest finding a company you don't have to pay extra to fix their own software bugs.

I've been with Homebase for over a year and will be looking for an alternative for next tax year. I have a very small business with only a few employees.
I started with Homebase at the beginning of a calendar year and on-boarding felt cumbersome/lengthy, even with less than 5 employees, but eventually we got through that (they really turn onboarding over to an unnamed third party company and I was a bit frustrated to realize they did not do the set-up all in-house).
The timeclock (clock in/clock out) app for employees worked fine. An owner/manager needs to review timesheets and approve payroll each pay period which makes sense. Direct deposit worked as expected.

Our biggest issue was that somehow Homebase got withholding calculations wrong for 1 of my employees and although they DISPLAYED the correct state, they actually were CALCULATING (incorrectly) based on another state (neither I, nor my company nor the employee had any connection to that other state). This was only discovered after the employee was puzzled at owing state income taxes. Homebase never picked up on this despite several quarters of withholding and remitting to the state. I realize we all make mistakes from time to time but this was frustrating.
The basic service gets you timeclock apps, direct deposit and tax withholding/remission. There is some time off management in their app, a bit difficult to navigate but helpful (for example, you can set that employees accrue time off at X hours for Y hours worked). Other features are restricted/cost extra. For example, if you want to geo-fence (i.e., make sure employees only clock in at your workplace or at their home) it involves a premium.
A positive is that there was never an issue w/ employee direct deposits (always a bit scary to have a third party go into your bank account and withdraw to give to someone else, in this case employees). While not terrible I plan to search for another payroll processor for next calendar year.

The platform is very clunky and their support is very limited. I've tried multiple times to cancel the subscription but they require a phone call that only is available for limited time with a long wait time.

They do everything they can to try and keep you paying and I'm very dissatisfied with how they have treated our business. We only tried their platform for a month and decided to opt-out and they continued charging us for the past 6 months and refuse to cancel.