Homebase Avis 194

DO NOT HAVE TWO JOBS ON HERE!

Been using this app for a while with one job and it worked just fine. Recently got a second job that uses the same app, but wasn’t able to set a separate availability for Job #2.

Support wasn’t helpful at all. Turns out you’re only allowed to have ONE availability schedule even if you have multiple jobs/locations on the app/website so someone’s always going to have the incorrect availability. According to them, there is no workaround to add location-specific availability, which seems ABSURD since they advertise usability with multiple locations and it lets me switch between jobs in the app/website already. It even lets me select who the availability is for, but it still syncs globally. This should ALREADY be a feature. Please fix this ASAP.

My experience with Homebase involved several challenges, particularly during onboarding and when working with support.

During setup, I was told that transitioning employees from the previous employer would be seamless. In practice, it required multiple calls and emails before the issue was resolved. At the same time, I was approaching the deadline for my first payroll and was unable to get timely responses from my assigned representative, who would not return any of my calls. The issue was ultimately resolved quickly once it reached the right support person, but the process leading up to that was stressful and time-consuming.

Document management was also inconsistent. Employees occasionally reported that documents were unavailable when attempting to access them, and similar issues occurred with documents uploaded through the system.

There were also complications related to payroll taxes that required significant follow-up to address.

Overall, the platform offers useful tools, but the support experience felt inconsistent. When contacting support, the outcome often depended on which representative handled the request.

Overall, very happy with the app. It's way easier to use than the other popular one in the app store. I've used the payroll platform for one of my concepts, and it worked great!

Definitely recommend it for any small to medium-sized restaurants.

I am writing to express my serious concern regarding unauthorized and unexplained payments recently debited from our accounts.

Specifically, we have observed a total of $560.00 withdrawn from one of our accounts within a two-week period, followed by several additional payments. These charges lack any corresponding invoices or documentation to explain their purpose.

I previously contacted your organization to request a full refund for these unauthorized payments. During that communication, I was informed that I would receive a follow-up email, which has not yet been delivered.

At this point, the failure to provide invoices or process a refund for charges taken without authorization is unacceptable and borders on misappropriation of funds from a vendor who provided account details in good faith. If these matters are not resolved immediately and a full refund is not processed, we will be forced to escalate this issue by filing a formal complaint with the Better Business Bureau (BBB).

I expect an immediate response, along with a resolution timeline and confirmation of the refund process.

Watch out !! Business owner here who cares, when I signed up for homebase payroll, they seemed on top of everything.
Once they received my membership and set me up I had the worst service for the entire year.
All calls are out of the county. You will NEVER get the same person again via phone or via email. You will NEVER be able to talk to the department that actually handles payroll. They messed up my tax returns in 2025 and 2026. Do yourself a favor and save time, go with somsone else...anyone else.

Homebase scheduling is excellent and works very well for our team. However, their payroll service needs significant improvement. There is no way to speak directly with someone knowledgeable about payroll or tax matters. Instead, support representatives must open a ticket, and it often takes several days—or longer—to receive a response. It feels like there has been little effort on Homebase’s part to improve this process or provide more timely, accessible payroll support.

WTAF?! When I signed up for payroll services, Homebase was a slick operation. Their support was to tier. Real humans, prompt and attentive. Apparently, they ditched that model for a no service, waste your time, bullshit model where you get no actual support. I JUST NEED TO SUBMIT MY PAYROLL. Basic questions, zero answers. I wish I could leave them effective yesterday.

We signed up for Homebase Payroll (joinhomebase.com) in March 2025 and were asked to provide historical payroll data for Jan–Mar 2025 so they could file accurately for the entire Q1 2025 (and the rest of the year). We provided everything requested and they still ignored the historical payroll and only filed starting from our signup date.

Not long after, we received an IRS notice saying we had overpaid payroll tax by ~$10,000 because Homebase did not file for the full quarter as they were supposed to. We contacted Homebase immediately (first outreach was April 2025) and the experience since then has been unbelievably frustrating.

Weeks to months of silence between replies

Constant “we’re waiting on the tax team” (seems outsourced) with no timeline or accountability

Could not reach a real person until December 2025

When we finally spoke to someone, they didn’t understand the issue, couldn’t explain the numbers, and basically told us to contact the IRS ourselves

In the meantime, the IRS issued the $10,000 refund check (because Homebase’s filings were wrong). We were advised to reject/return it since the payment was correct but getting Homebase to properly fix the filings has been a nightmare.

Even worse: Homebase later produced an “adjustment,” and we were hit with a “tax variance collection” of $3,230.69, with no clear explanation of how that amount was calculated or why it was taken. Their own update referenced an amended tax collection initiated around 09/19/2025, and we received “adjustment reports” for Q1/Q2, but the numbers still don’t reconcile and we still haven’t received a coherent explanation or a real resolution.

After nearly a year of chasing this, we are still stuck trying to untangle Homebase’s payroll tax errors for a problem Homebase created. The December “representative” said they would escalate and get back to us… and we still haven’t heard back months later.

Bottom line: This has been expensive, stressful, and totally unacceptable for a payroll provider. I would not recommend Homebase Payroll to any business owner who needs accurate tax filing and timely support.

Love this app.
Best scheduling app for restaurants

Homebase has been a game changer for our business. It’s easy to use and has made scheduling, time tracking, and team communication so much more efficient. Our team picked it up quickly, and customer support has been great. Highly recommend Homebase for any business looking to simplify team management.

Worst company Ever!! They will take unauthorized payments out of your personal account and then try to justify it with a whole bunch of talk that doesn’t make sense. Money that never belonged to them or even came from them.

Owning six restaurants and bars, we rely heavily on HB as a critical tool for open and clear communication. Christopher Peralta has been, by far, the most timely and responsive representative we’ve worked with from any company. Highly recommend.

Homebase is a huge help within the hiring process and a great HR system to use. Christofer Peralta has been the best point of contact for any questions and needs that arise, always answered immediately.

I would not recommend this company for payroll to anyone. Any pros you think they may have are overwhelmingly offset with their support. The customer service is the worst of any company I have ever used in my entire life. The only way to physically talk with a real person if you have the basic plan is pretend you are interested in their payroll service, talk to a sales rep and beg them to help you and transfer you to payroll. And even then, after you get a call back, you’ll never get to talk to them again without going through sales again or hoping you someday get a response via email. In addition , the support team is questionable in their knowledge and answers vary with different employees. All responses take several days leaving you wondering if you will ever get help. What kind of company operates this way? Unprofessional and unreliable!! Please save yourself the headache and use Gusto or ADP, even if they are slightly more expensive.

I have my scheduler with them and run my payroll through them! DON'T USE THEM! When you need help to resolve the issues that the company caused they are never available. I've been working on two case numbers since October of last year! Case #01487172 and Case #01665073. I am a small business and they abuse my time and resources and fail to resolve there problems. This case has led to penalties and interest and a pending CIVIL ACTION due to them not paying enough UI insurance when running my payroll.

Their customer service seems great until you’ve run your first payroll and then they abandon you. I did the W2 preview on 12/10/25 and found that every single box on the W2s had the wrong amounts. I have been trying to get them to correct this ever since. Any time you chat or talk on the phone with a real person, they can’t actually help you with anything. All they ever do is say they’ll ping the department in charge of my support request. I’ve been tossed around between support, taxops and payroll. Yesterday, 1/26/26 the employees were sent emails from Homebase to view their W2s and they are still incorrect. Of course the employees are freaking out since the W2s say they made 3 times as much money as they actually did. Something got screwed up after the transition from ADP. The amounts they had me verify before I ran my first payroll were correct and now suddenly they’re all wrong. The agent I spoke to today, 1/27/26 said all she could tell me was that she was sorry and that my corrections were sent to their banking partner to make the corrections. She offered to let me speak to a manager but said they wouldn’t be able to tell me anything different. No one can even promise me that they will be fixed before the deadline and I’ve been trying to get this resolved for over a month. There’s no excuse for not being able to correct this sooner. This is the worst customer service experience I have ever had in my life. I should have done the W2s myself. I would have saved so many hours that I have spent trying to get this resolved.

Homebase, in response to your reply: I was just told that it would take 6-8 weeks to receive corrected W2s so you are lying when you just told me that they would be fixed before the filing deadline.

RUN DO NOT WALK AWAY.
You just always regret going with a no-name. Stick with one of the big guys for payroll, people. Extensive website issues, unreasonable and overreaching security requirements, just make for a difficult and time-consuming experience. You're paying for a service that is supposed to save you time and irritation, not create more.

Regarding business's response: My frustrating hour+ long experience with your customer service with no real resolution is what spurred me to write this review in the first place.

Homebase works well for scheduling and communication, but their payroll setup was incorrect despite providing proper tax documents. Over four quarters, issues worsened, including a missed Q3 payment that took two months to resolve. Although they reimbursed fines and fees once, they didn't the second time. Switching payroll providers mid-year is complex, so I stayed. I'm still getting conflicting messages from Homebase—frontline support says my account needs fixing, while management claims everything is fine. I have records showing ongoing problems and their inability to process L&I paperwork properly.

Update: 1/12/2026. Reached out again. Still dont have Q3 resolved. Still getting two different lines of e-mails one from front line and another from Mangers that give me different messages. Q4 is being filed there is now a unknown filing for $377.98 for federal unemployment tax with one employee. They have no explanation as of yet 7 days later. Response: That seems strange let me get an explanation...

I was a happy customer for 2 years, and I am even listed on their website with quoted positive reviews. Today marks the 8th week of them avoiding me completely when trying to get their help with a payroll tax issue. The IRS is penalizing me with daily interest for a misfilled payroll tax payment HomeBase made on my behalf. I brought this their attention 8 weeks ago, and nothing. Email is the only way they will address the issue, and no response what so ever. I will be leaving asap and highly disappointed.