Toast payroll noncompliance

[ayprasad]

I'm from a state with mandatory sick/safe time and Toast claims payroll essentials is compliant with the law but it is not. Anyone else dealing with the gaps in this payroll solution and completely incompetent Toast support?

The law states that you have to offer so much sick time and it needs to be printed on the paycheck, but the law clearly states that offering more is okay as long as it meets the minimum requirements. I have employees that make more than the minimum but am not able to meet the requirements of the law because only one PTO option is being offered by Toast payroll essentials.

I would have remained on my prior, compliant payroll solution that at the basic level let's you set all of these things, but I was specifically misled by Toast onboarding and the hands-on Toast training team, both teams of which are no where to be found. I was told that under the basic plan that I have, I cannot set up PTO options on my own, but if I need any, I simply ask Toast support to set it up. Now I'm being told something different: that it's not allowed without dishing out more money for this one capability. (I even asked how much and still got no answer)

This negligence and noncompliance has been going on for 9 months now (this is something that takes 3 minutes to set up). This puts me at risk with the law and with my team who can't see their PTO accruals.

I'm disappointed having been a Toast customer for 8 years and having been an early adopter of their payroll solution that clearly isn't cutting it.

[ayprasad]

Update - now the Toast Payroll manager Kino just closes the case without taking time to reach out or drive a solution. Very negligent. We are now at 9 months with no solution or reconciliation from Toast Payroll

[au79teahouse]

@Rob @jenni I am tagging the community managers Rob and Jenni here to get their attention and provide assistance on your case.

[ayprasad]

thank you! It's literally a 3 min request (I followed the exact process I was instructed to do during training and onboarding for this). I'm frustrated we're 9 months in without this being solved.

[jenni]

Thank you for tagging us, @au79teahouse!

@ayprasad I'm so sorry for the lengthy issue you've been dealing with. I've just messaged some folks on other teams here at Toast that can hopefully help out, and @Rob is escalating with the Care team.