Vensure acquired our previous payroll/HR provider in the summer of 2020, and we were forced to transition to their platform and services. In the seven months that we used Vensure’s system and services, we have experienced countless challenges and significant mistakes on their part. Some examples include:
• They forgot to pay the premiums to our benefit carriers (this was part of the agreed service) and our employees almost lost their benefits multiple times because of this. Each time, we reminded them that they forgot, and they apologized and said it would be fixed. It happened again and again each month until we left.
• When employees enrolled in benefits on their platform, they failed to enroll the employees in those benefits with the carriers but deducted the premiums from the employees payroll. This happened multiple times.
• We ran approx. 15 payrolls with them, and not a single one of them went through without mistakes that Vensure made.
• They messed up the 2020 W2 reports for approx. 50 employees, despite me pointing out the mistake in early January before the cutoff date for corrections. They filed the W2s with the mistakes I pointed out, and then said they could not give us an ETA on W2 corrections this spring because they made so many mistakes with their other clients that they couldn’t keep up with the amount corrections that needed to be done.
• Whenever we faced problems their representatives would stop answer emails or phone calls for weeks on end. We would send countless messages trying to get someone to help us fix the problem, and no body would respond. They don’t include job titles, phone numbers, or any contact information on their email signatures or online. So, it’s very difficult to get in touch with anyone at the company besides what email addresses we knew about and their main support number, which was often just forwarded to voicemail.
• Their platform does not allow HR staff within the company to do simple tasks such as creating new job titles, adjusting employee benefits, changing employee addresses, add/change company or staff documents, updating payroll data, etc. They all require someone from Vensure to do that task for the client, but the Vensure staff don’t respond to messages and requests for weeks on end.
• Their reporting tool is very limited and does not provide very simple, common reports that we used frequently with other payroll providers.
• We had very little support during our annual benefit open enrollment. When they finally helped us get it started, every single benefit premium was listed incorrectly (despite the fact that our premiums didn’t change from the prior year). It took 3 months for those premiums to be corrected, and the employee payroll deductions to be corrected.
• They forgot to file our monthly tax returns to several government entities a couple times.
This is not an exhaustive list of problems we experienced with Vensure, but should give you a good idea about the kind of service you can expect from them. Basically, there is no reliable customer service, and the platform itself is very rudimentary and riddled with problems. This was by far the worst experience we’ve ever had with any vendor of any kind, and it significantly impacted our staff, their pay and benefits, and the reputation of our HR department within the company.