Customer service is truly non existent even during critical periods for a business such as Open Enrollment.Our Open Enrollment for our 2024 benefits was supposed to start yesterday. Because of the lead time required by Paycor to have help building out your open enrollment portal (15 business days prior to OE start), I had to build things out myself. In the benefits world, you are at the mercy of carriers, especially when you are going to market and may be changing carriers. I didn't receive the plan documents from our carriers until within that 15 day lead time period, so I was on my own. Building out things wasn't that terrible, just labor intensive but there are nuances and things you may need assistance with especially if you have never done this before. Well if you have questions about things along the way, the only recourse is to write an email to your benefits consultant. Their SLA is 48 hours, so good luck being able to get things done timely. Last Friday, prior to our OE opening this Monday, I was doing 1 last round of testing before finalizing the enrollment for our employees. As I am about to start my final review, I start receiving an error screen repeatedly. I email my benefit consultant but know that is going to do nothing for me anytime soon. Desperately, I try calling the number on her signature - it routes me to the regular Paycor line. I go through the menu to the benefits which actually mentions "open enrollment" as a category to receive help. Once I am connected to the CSR on the other end, I am informed "Sorry I am unable to help with Open Enrollment, you need to reach out to your Benefits Advisor". I state that I have tried to via email but this is an extremely urgent issue and I have not received a response. She informs me that she understands and will try to reach her - well, she's unavailable and the CSR confirms she has no ability to help me whatsoever (even though, as mentioned, the menu option specifically references Open Enrollment and my benefit advisor has this number in her signature). So, I wait and, I finally receive a response back Sunday night at 11PM from my benefit advisor stating this is a known issue and they are submitting an urgent ticket to BSwift the benefit solution they use as their partner. Great, I guess I will just have to inform our employees that Open Enrollment is not actually going to start after our Benefits Meeting as expected and everyone will just have to stay tuned. It is now Tuesday after 5PM and we still have not been able to launch our OE to our employees. We have attempted to escalate things and did receive a number to a Sr. Crisis Response Manager, but when my CFO and I called, we went straight to voicemail after hearing "No one is available to take your call". It is laughable that this is considered acceptable during a time in which Open Enrollment is so common for companies. I have used many different payroll providers throughout my time and this is by far the worst service I have ever received.
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Paycor, a Paychex company, connects leaders to people, data, and expertise. Paycor helps leaders drive engagement and retention by giving them tools to coach, develop, and grow employees. For more than 30 years, Paycor states they have offered leaders unprecedented insights into their operational data with a unified HCM experience that can seamlessly connect to other mission-critical technology. And by providing expert guidance and consultation, they help more than 30,000 businesses nationwide achieve business results and become an extension of their teams.See more