Homebase Avis 194

Gave wrong instruction and cause disaster on a busy revenue day. Still not fixed

We switched from Toast POS payroll to Homebase payroll for our two restaurants because Homebase advertised easy payroll runs. Homebase has been the most terrible technology experience of our careers. The onboarding consultants for payroll promised to transfer all our data for us and provide a customer service phone number where we could call and talk to a payroll tax professional anytime we had questions. None of that was true. There is no phone number. The only way to reach a live person is to try desperately to convince the AI chat bot to give you a live person. I've asked the chat bot 5x before getting a call from a live agent. It's terrible. Right now, Homebase has failed to file our quarterly taxes correctly. We have 3 ongoing cases with Homebase to try to resolve. It's been more than a month with no resolution. We have been passed to 4 different representatives at Homebase with no resolution and no continuity. At this time, even after five weeks of arguing to get help, we were told a resolution could still be 25 business days out. Meaning Homebase will need to file the next quarterly taxes before they resolve the ones previously filed incorrectly. Stay away.

It makes payroll easier and employees do t lose their timecards

Well i paid for something and then yall tell me yall cant do business with me and i still havent got my money back

Homebase is a joke, unless you need to use it for work. Then it is an unreliable nightmare. It is designed by idiots who hide from any customer contact. No one could possible justify using this piece of crap. It is far less than worthless.

I was trying to get assistance in connecting my bank account to do payroll and wasn't able to and could not speak to a live person to get it resolved.

This staff is phenomenal and had me understand the process very well.

Homebase has honestly made our job easy to handle. We are absolutely satisfied

User friendly and simple app layout. Some AI customer service bot issues. Can't sort schedules based on roles/department from app. Can't schedule one person for separate, overlapping shifts. Can't edit a timesheet after check-in.

If I could give 0 stars, I would.

Homebase completely failed us during payroll and then locked us out from paying our employees. We had sufficient funds in the account, but their system claimed the payment failed anyway. Instead of helping resolve it quickly, they froze payroll access entirely.

We explained multiple times that employees needed to be paid immediately. Support acknowledged the issue, had us wire funds, confirmed they received documentation, and STILL refused to unlock payroll while they “looked for the payment.”

Meanwhile, we were left unable to process direct deposit OR even run paper checks through the system. Their support team kept giving conflicting answers, long delays, and scripted responses while our staff sat unpaid because of THEIR system issue.

The most frustrating part was the complete lack of urgency or accountability. Payroll is not something you can casually delay for days while support “balances multiple accounts.” This directly impacts real people and their families.

We even ended up sending additional funds out of desperation because nobody could tell us when payroll would actually be unlocked. Now we’re worried about duplicate payments on top of everything else.

This experience destroyed our trust in Homebase. Payroll software should make payroll easier — not hold your company hostage during a critical deadline.

We are actively moving away from this platform and would strongly caution any business against relying on Homebase Payroll.

Great services and worth the money

Support is horrible. We tried to upgrade to next level. Was on chat and said was done. When they completed, I indicated I was no longer a ADMIN and could only see my profile. Was told to refresh and I was booted from Agent on Chat. Then restarted, and chat bot was telling me I don't have access level to do what needed to contact admin, said I was admin, didn't care, wanted to talk to someone, said put me in queue then never a call back....waiting over 2 hours. No phone number to contact a real person, still no call to correct issue. HORRIBLE HORRIBLE Support, would not recommend.

We trusted Homebase
to handle our payroll taxes properly, and it turned into a complete nightmare. They filed the wrong tax forms with the Department of Revenue and are now refusing to properly correct the issue.

What is even more concerning — taxes were withheld from our business during 2024, but the payments were never made to the state. Instead, the money was apparently held and then returned back to us in 2026 without any proper notification or explanation. This created major problems, penalties, stress, and countless hours trying to fix issues that should never have happened in the first place.

Customer service has been extremely disappointing. Getting answers is difficult, departments do not communicate properly, and resolving urgent tax matters takes forever. For something as serious as payroll tax compliance, this level of negligence is unacceptable.

If you are a business owner relying on a payroll company to correctly file and pay taxes on your behalf, I strongly recommend being very careful. Our experience has been extremely frustrating and costly. Stay away.

YOU DESERVE A -10000 stars . You keep trying to take money from my account that has been paid back ! & I haven’t used by the way since AUGUST A YEAR AGO! No way of contacting actual humans just AI unless you have a “ paid account” mind you I used this through an employer I’m no longer with and haven’t been since last August and still getting emails telling me I need to pay back from a payment on April 17 2026 that I haven’t even had the app or anything on my phone ! This is an overall scam ! Takes 350 from my account one time and continues trying to steal money from me to this day ! Don’t use it ! Would like
To actually speak to a REAL HUMAN ABOUT THIS !

I’ve had a very frustrating experience with Homebase, specifically with their payroll and customer support.

Their support is extremely slow and unresponsive. More concerning, they failed to pay our federal payroll taxes on time. This issue has now happened multiple times. The first two times we reported it, we were told “great news, you were not charged a penalty” and assured the problem had been identified and fixed.

Unfortunately, it happened again a third time — and this time the IRS imposed penalties due to late payments. October payroll taxes were late by 5–7 days, and November was also late. Despite reporting this issue over three weeks ago, their payroll department has still not responded or resolved it.

This level of inaccuracy and lack of accountability is unacceptable when dealing with payroll and tax obligations. A payroll provider should provide reliability and peace of mind — not create risk.

Based on my experience, I cannot recommend using Homebase for payroll.

I have been waiting for my direct deposit change for over 2 months
I have never in my life had a direct deposit change take thus long. Also
The cash out is very inconsistent, you will get a message that you have money available but when you check nothing there, but my biggest complaint is the direct deposit delay, my company use to use ukg
That payroll company was excellent

They suck and I would advise to not use them at all. I spend more time on the phone or chatting with them than I actually do on submitting payroll or clock ins. They are awful. I am looking for a new company to do both as I have so many problems. I have also receive multiple refunds from them because of the amount of time I spend on the phone or chatting. They are awful and other much better companies out there that can do the same for less money!!! DO NOT USE THEM AT ALL!!!

I am writing this to warn other business owners: do not trust this organization with your payroll or tax compliance.

We contacted support months ago to rectify a significant error on a W-2. Despite receiving explicit, documented assurance via their internal chat that the correction was being processed, nothing has been done. We are now 6-days from the tax deadline with zero resolution from this company.

Here is the reality of dealing with this company:

Zero Accountability: They make promises in writing and then fail to follow through.

Non-Existent Support: You cannot reach a live person. Their "chat support" is a complete dead end where urgent requests are simply ignored.

Financial Liability: Their administrative negligence is now costing us money. I refuse to pay for extensions and penalties caused by their inability to perform a simple document adjustment.

A payroll company needs to be accurate and responsive. This company is neither. We will be terminating our contract and moving to a reputable provider that understands how to answer the flipping phone and can actually followup and follow-thru on what they say they will do!

Save yourself the headache, take your business elsewhere.

Run—do not walk—away from Homebase!

This company should not be offering payroll services—especially for micro businesses with hourly employees. The auto payroll will miss worked hours if they fall into a grey area of after the payroll run but before the next pay period begins. There’s no alert to let you know the hours have been missed nor an option to roll the hours into the next pay cycle. This is a known issue according to the company yet they are not transparent with customers about the issue. They simply say, “well auto payroll is not for you.”

Furthermore, the process to end service with the company is unnecessarily messy. You fill out a form filled with contradictions (ie click here to have us still send the W2s for the year for $200 followed by statement after saying they will not be filling the W2s). Then they will continue to try to nickle and dime you by saying you didn’t respond to a follow up email (and they was nothing in the email nor form saying you needed to respond to an email to confirm cancellation) so your service was not cancelled. We cancelled our service in February and still got a charge in April.

Have been using homebase for about 2 years now with my small business. was good at first. In the last year their accounting team has made multiple errors. It is extremely hard to get anyone who can do anything for their errors if you even can. they take forever, and give no updates on what the issue is or how to resolve it or how long that will take. I have been waiting for a response on an issue i brought up to them almost a month ago. there is still no update. After this issue is resolved i will have a new company to replace Homebase!