Complaints

This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  2 Court Street Suite #403 Binghamton, NY 13901

  
• 

  Paychex Inc

  1155 Kelly Johnson Blvd #111 Colorado Springs, CO 80920-3957

• 

  Paychex, Inc.

  11128 John Galt Blvd #25 Omaha, NE 68137

• 

  Paychex, Inc.

  11777 Katy Frwy., Ste. 200 Houston, TX 77079

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enlisted Paychex (upon the recommendation of my CPA) to file 1099 documents for four of my suncontractors for the 2024 filing year. My first complaint stems from having to repeatedly track down a missing 1099 that one of my subcontractors never received. I emailed my account representative more than 5 times about this issue and received no help. My second issue is that I terminated my account with Paychex on April 21. I had enlisted them to file 1099s on a one time basis only. I did not authorize them to file quarterly taxes on behalf of my business yet they did anyway. I had told them right from the start that the quarterly taxes are filed through another agency. On April 4 I received an email stating quarterlies had been filed. I reached out via email and I specified again that they are not to file anything. I prohibited them from filing any taxes on behalf of my business and also from automatically debiting any monies from my business bank account. It was very difficult to terminate my account with Paychex but I was finally able to do so on April 21. Then I received a notice of quarterlies being filed again on April 28. Once again I called (no response) and emailed. On May 12 they debited $168.00 from my business checking account. I respectfully request some help with this issue please. I cannot get anyone to call me back as every call goes to voicemail. I will be happy to provide every email between myself and Paychex.

  

  Business Response

  Date: 05/28/2025

  Thank you for your inquiry regarding ******* *********** Corp. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ******* *********** Corp stated they were having an issue related to a missing 1099 for one of their subcontractors and Paychex erroneously filing quarterly taxes on behalf of ******* *********** Corp even though they have a 3rd party already taking care of this function for them.  Finally, ******* stated that they were having a very difficult time in terminating their account but was able to do so on April 21st.  If you have further questions, you can contact me at <********************* and ###-###-####>.Sincerely,Alan J. F*******Manager, Client Service

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ***** *****************

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This report regard a company called Pachex HRS. They’ve repeatedly withdrawn funds from my business bank account without authorization. On April 22, 2025 I received an email from this company stating I had until May 22, 2025 to act regarding a 401k plan that was taken out for my business with completely deceptive practices. One of my employees was enrolled in the plan without consent or knowledge. Her paycheck was garnished as a result. This company proceeded to withdrawal funds from my business account. As of today this company drafted $2,299 from my account without authorization. There’s many other charges this company has drafted from my bank account over time. In their “collections” email I was informed I had until May 22nd to “remit all outstanding payments” or “make arrangements for payment”. Today is May 16th and this company took it upon themselves to go ahead and draft this amount from my bank account fraudulently without authorization.

  

  Business Response

  Date: 05/27/2025

  Thank you for your inquiry regarding ******** *** *** Inc. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ******** *** *** Inc stated they did not want to maintain their 401(K) plan and needed assistance terminating their services.The client was able to get resolution with the help of a Paychex 401(k) Team Lead. The details of the resolution are attached.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Patrick J**** QKA401(k) /S125 Team Lead

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  If it’s possible I’d also like to withdraw my complaint from BBB, as the representative I’m working with has been more than adequate.  Regards, ****** ******

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PAYCHEX HAS BEEN CONTACTED BY MY EMPLOYER AND MYSELF SINCE FEB 2025 I AM STILL WAITING ON A CORRECTED W-2 FORM SO I CAN FILE MY TAXES, IN FEB THEY TOLD US IT WOULD TAKE 5 WEEKS. HERE WE ARE MAY 14 TH AND STILL NOTHING.

  

  Business Response

  Date: 05/16/2025

  Thank you for your inquiry regarding ******** *********** ** ******** P C. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that an employee of ******** *********** ** ******** P C stated they have not received a copy of their amended W2 yet.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* ###-###-####.Sincerely,Dustin D*****Client Service Manager

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Paychecks to get my 401k money rolled over. It is handled by ******** and cannot understand a single word. It is charging me $75 dollars to get my money back which is never heard of. I need my $75 back.

  

  Business Response

  Date: 05/20/2025

  Thank you for your inquiry regarding ****** ******* LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ****** ******* LLC stated that they were displeased with the processing fee incurred for distribution requests.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####, Ext *******. Sincerely,Aleida B****401(k) Client Relations Service Partner

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ********* ********

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a seasonal business that ends in October and sometime from the team enrolled me in a 401k plan without my knowledge or consent in September at the very end of my season. When my season started again in April I couldn't enroll employees and was saying something about their 401k. When I called paycheck they wanted to change me almost $2000 to cancel something they illegally put into my account. I'm sure they get commission to sign people up for the 401k plan and these people are doing it without consent and need to be held accountable. I asked for the documents that I supposedly signed and they failed to provide them for me.

  

  Business Response

  Date: 05/19/2025

  Thank you for your inquiry regarding *** *******. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that *** ******* stated they have a seasonal business and someone from Paychex enrolled them in a 401(k) plan without their knowledge. When the client reopened their seasonal business, they discovered they were being billed for the 401(k) plan and reached out to Paychex to terminate this service. Client claims there were unaware of the setup of the plan and refused to pay the $1,500 termination fee associated with terminating this service.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************** or at ###-###-#### ********.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### ********

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted $60/month for 1 employee check monthly. I am that employee. I was told the first month was unsucessul due to missing information to file with IRS. I called numerous times at that point to cancel their service due to it being unnecessary according to my accountant. They were near impossible to get ahold of to cancel no one would return my calls. At this time they charged me $126.42 for whatever reason I was told it would be $60. Everything was half off if i signed with them at that time. And they also withdrew the taxes in the amount of $318.00. The next month came around and i was charged another $159 still have no idea what this amount was for. I got someone to reply to my email and agree to refund the $159. When my account was canceled a few weeks prior to that i no longer had access to the online portal to have any of my records. I got ahold of a lady towards the end of February by calling the main phone line she researched my account and agreed to refund the initial $126.42. She said it may take a couple weeks to see the refund hit my bank. This has never happened. She also informed me that Paychex supposedly sent the IRS the $318 in taxes. and i would receive a paper check from them in April. Who is receiving check? And how if i never gave Paychex the proper paperwork to file per their numerous information sent to me when i as trying to cancel. I cannot get ahold of the IRS they have no record of the $318 payment for my business or my personal self. So i am not sure how I am supposed to get a live agent to help I was given nothing from Paychex. I keep trying to call Paychex and they keep hanging up on me and now they are just forwarding me to voicemail and ignoring my calls. This is theft!!! when they were trying ot get me to sign up with their company they called me 3 or 4 times a day until they got what they want lied about costs no invoice was ever $60 and when i try to cancel I am avoided and none will return my money that is due to me.

  

  Business Response

  Date: 05/07/2025

  Dear Sir or Madam: Thank you for your inquiry regarding ******* ********** ******** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ******* ********** ******** LLC stated they had been overcharged for services and were looking to find out where the tax funds of $306.00 were.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************** or ###-###-####.Sincerely,Lisa C*****Client Service Manager

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent hours trying to speak with someone from Paychex today. I need a copy of my pay stubs that were processed by Paychex. They told me I need to contact my employer but the employer is out of business. I logged into my PaychexFlex account and they removed everything from it since they are no longer paid by the employer. Regardless, I still need my records. They told me to contact the IRS but the IRS does not have my paystubs and they have an inaccurate W2 because before the company went out of business, they had errors on their W2s. So the IRS is trying to charge me the taxes twice. My accountant needs my paystubs. There is no way to call anyone at Paychex. I spent hours in the chat talking to multiple agents, some of which disconnect from you within the first minute without even responding to the inquiry. It has been a complete nightmare. I need the documents that belong to me, that Paychex was paid to produce. I need to actually talk to someone from there who can help and not be limited to a chat box where the agents are rude and purposely disconnect. What a nightmare of a company! I am a business owner and use Paycor, highly recommend them! They answer the phone and help my employees.

  

  Business Response

  Date: 05/02/2025

  Thank you for your inquiry regarding ****** ******. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ****** ****** LLC stated that they were looking to obtain a copy of employee check stubs and experienced issues in doing so when reaching out to Paychex. ****** ****** also indicated issues with W2 amounts being inaccurate.  I believe the matter to be addressed for the client. If you have further questions, you can contact me at **********************Sincerely,Alicia B********Client Service Manager

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  Date:04/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against Paychex Filed by: **** ***********  Summary: In January 2024, I signed up for Paychex services (Payroll, Time and Attendance, and 401K) with a negotiated 87% discount on Payroll and Time and Attendance. I was told the discount would not expire, only adjust if base prices changed. However, reviewing my statements for late January through March 2024, I found: The Time and Attendance discount was removed. The Payroll discount was reduced to around 45%. My biweekly payroll charges rose from $60–$70 to $260–$280, without notice. After contacting Support, I was told discounts "expire after a year" and must be manually renewed. This contradicts my original sales agreement. After escalation, the 87% discount was reinstated — but only moving forward — resulting in overcharges of $900–$950. I was offered a few free months as compensation, which does not cover the overcharges. Concerns: Transparency: I was told the discount would stay unless pricing changed. It was removed without notice. Confusing Billing: Services are billed separately through different portals, making it difficult to monitor charges. Unreasonable Burden: It is not reasonable for customers to manually request renewal of a promised discount each year. Bait-and-Switch: Promises made at signup were not honored once I was fully integrated into their system. Loss of Trust: Discovering hidden charges makes me question continuing with Paychex. Positive Notes: Support has been responsive when contacted. I also value some Paychex features and pricing compared to alternatives like ***** and ***. Resolution Requested: Refund of the $900–$950 in overcharges. Written confirmation that the 87% discount remains in place without needing yearly renewal. Dedicated support representative to monitor and resolve billing issues proactively. I would like to continue using Paychex if these concerns can be fully addressed. Consolidated bill for clarity with Services **** *********** ** ******* ***

  

  Business Response

  Date: 04/30/2025

  Thank you for your inquiry regarding ** ******* LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ** ******* LLC stated the 87% discount expired without warning and his account was charged for lesser discount for several pay periods.  The business was expecting a refund for the difference in charges for those pay periods.  The client was able to get resolution with the help of a Paychex Manager. As of this date, the issues were resolved. The details of the resolution are attached.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** ###-###-####Sincerely,Nicole B****Market Service Manager

• Initial Complaint

  Date:04/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two restaurants both formally using Paychex for payroll. Left company after several of my invoices were incorrect and they were late with state filings, resulting in late penalties that Paychex then argued with me they should not have to pay. Constant financials incorrect so put in a notice of departure. Both accounts were closed on January 21 and paid in full. In February they took a monthly fee from both of my businesses. I contacted them - they agreed this was incorrect. They refunded one of the businesses but not the other, and assured it would not happen again. In March they once again took a monthly fee. I then contacted them again on Mar 31, firstly about the February payment not being refunded to one of the businesses and secondly to get a refund for the March incorrect billing. They stated I would be refunded in 5-7 business days. That did not happen. Contacted again on Apr 14. Was told refund in 5-7 business days. That did not happen. Contacted again on Apr 23. They asked me to check my account again. No refunds to either. I was then told that accounts payable said the refunds were issued and to check my accounts before I contacted them again. I checked both accounts again and as of today (April 26) no refunds have been giving to either. Refund owed to 1st restaurant (******** ***** LLC) totals $17.12. Refund owed to 2nd restaurant (** **** ******* LLC) totals $14.98. I know this does not seem like a lot but over the 2 years I was with them, I constantly was mischarged and had to argue for my money, including 3 months in a row of being charged over $300 a month incorrectly. I constantly had to follow up with Paychex on refunds and this is no different. And to now be total 'accounts payable said this has been refunded' when it has not is leading me to believe they will stop responding to my emails shortly. I am asking for help in rectifying this situation as I believe we are at a stalemate. Thank ypu.

  

  Business Response

  Date: 05/05/2025

  Thank you for your inquiry regarding ******** ***** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ******** ***** LLC stated they were due an additional refund based on billing amounts collected and returned over a period of 3 months.Please see the attached.I believe the matter to be taken care of for the client. If you have further questions, you can contact me at ********************** or via phone at ###-###-####, x *******.Sincerely,Christine P*******iHR Area Manager 

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every year Paychex charges me for 1099 and W-2 processing. This year there was an error made on my 1099s and an amendment needed to be made. I was told in writing a specific amount I would be charged to have this amendment performed, and if I didn't object within 48 hours the charge would be made to my account and the amendments completed. Although the reason for the error is in dispute, I agreed to let them amend them so I could have my reports completed in time to have my CPA complete my taxes, Therefore, I did not object and let them complete the amendment. Paychex then charged me 50% more than they had agreed to. Additionally, although a new 1099 was generated, the old 1099 still has not been removed. Despite indisputable evidence that I was overcharged, Paychex refuses to correct their error. I have been trying now for 6 weeks to get my "account specialist" or their supervisor to respond to my concerns. Neither person will return phone calls or respond to emails. Any calls made to other customer service reps end with the promise that the issue has been escalated and I will be contacted by a supervisor. I have yet to be contacted.

  

  Business Response

  Date: 04/28/2025

  Thank you for your inquiry regarding ***** **** *****, Inc. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ***** **** ***** stated they were incorrectly billed for amended returns and incorrect tax returns still in our system.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ********************, ###-###-####Sincerely,Debbie P******Client Service Manager 

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ***** ********