Business Profile

Payroll Services

Paychex Inc

Complaints

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

Customer Complaints Summary

507 total complaints in the last 3 years.
180 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/10/2025
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 have an employee that works remotely across state-lines and I reached out to Paychex to ensure their tax information was correct in the system. Especially as this is something they advertise on their website:
Compliance Across State Lines
Multi-state payroll taxes are complex. Paychex Tax Management Services can assist with all payroll administration and payroll tax needs, regardless of employee location.
Why you may need payroll tax management services:
You have remote employees or employees working across state lines
You need ongoing payroll tax management support as your business expands
You want to reduce the risk of tax mistakes and keep your business compliant
Multi-state payroll taxes are complex and getting them right often requires a hefty investment of time and research. Putting the correct in-house systems in place is hard enough, but keeping up with the different state rules, rates, and forms relevant to remote working and taxes can get overwhelming quickly. These complex requirements can easily lead to avoidable errors, costly mistakes, and a great deal of wasted time.
To reduce these risks, many small businesses hand their payroll administration and payroll taxes off to an expert service provider once they expand their workforce to multiple states. Partnering with a payroll provider takes the burden of staying current on nuanced laws and requirements for remote work and taxes off your plate, giving you the freedom to focus on growing your business instead.

Their response when I asked for assistance: "I am not trained in tax matters, so I am unable to provide guidance on how to set up the taxes. Contact a CPA or tax professional for assistance." They should not be able to advertise they "assist with all payroll tax needs, regardless of employee location" or that they "take the burden of staying current on nuanced laws and requirements for remote work and taxes off your plate" and tell me I need to do my own research and hire an additional service.
Business Response
Date: 01/13/2025
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 requested confirmation that a remote employee’s tax information was set up
correctly and were instructed to consult their CPA or tax professional. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* and ###-###-####. Sincerely,Ashley R*****Manager, Client Service
Customer Answer
Date: 01/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. After expediting my issue, I received appropriate resources for my concern. However, this does not mean I am satisfied with the service I initially received. I feel disheartened I had to elevate to this level and my concern is still present on whether Paychex is a reliable service for small businesses.

Regards,

******* *****
Initial Complaint
Date:01/07/2025
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 have a 401 K through Paychex which I signed up for through a past employer. The company had my Paychex account deleted. I have reached out to both customer service as well as retirement. I have yet to receive a solution or even any information about how to move forward. I need to access my retirement so that I can roll it over into a new IRA. I have been trying to get access since mid December and have yet to receive any information. I know the employee account was deleted, but there has to be another way for me to access my 401K. Right now it just feels as though Paychex is holding my money, and it is money that was entirely mine without company matching. I need for someone to help me actually resolve this. As I stated, customer service has proven completely unhelpful in this matter to this point.
Business Response
Date: 01/13/2025
Dear *** ***: 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 ******** ******* Inc stated a
terminated participant was unable to access their 401(k) account via the
Paychex Flex website. The terminated participant claims they have been trying
to access their account since mid-December, without any success.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or via phone at
###-###-#### X*******Sincerely,Angela M******Values Champion

401(k)/S125 Client Relations Service PartnerPhone: ###-###-#### Ext. 5280184Your experience and satisfaction matter to us. Let my
manager know how I'm doing.Eric D******* | ###-###-#### | *********************
Customer Answer
Date: 01/14/2025
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:12/20/2024
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.
These are the dates Paychex took money from my buisness account.

My last payroll processed was September 2024. I stopped due to too many payroll errors. After that, I continued to be charged.

November 12th and December 10th Paychex yook a total of$438.00.

The buisness has not tried to resolve the issue but they're still taking money out of my account.

I've been emailing paychex for months and every contact person I have, email address comes back as undeliverable.

I think paychex is fraud and I wouldn't recommend them to anyone. I've never experienced nothing like this and would not recommend to anyone.

I was told I have to close my buissness account in order to stop them due to a contract being in place.

I've emailed several times to stop payment and cancel my contract and no response at all.
Business Response
Date: 01/02/2025
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 has come to my attention that ***** ******** **** has
expressed concerns regarding specific payroll issues associated with Paychex,
resulting in funds being withdrawn from their account. They also mentioned
their attempts to close their account, which were not successful. I regard this issue as effectively resolved.If you have further questions, you can contact me at *******************.Sincerely,Tarik S****Client Service Manager
Initial Complaint
Date:12/19/2024
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 have a vested 401k with Paychex which I have been trying to have the balance distributed so I can close the account. They refuse to give me access to the ability to do so on their portal and refuse to send me paperwork in order to do so. I no longer work for the company through which this account was established. They refuse to correct my address and also refuse to show my vested amount in their portal preventing me from processing this request online. Their agents tell me I have to go through my employer my employer tells me that I need to go through them. In the meantime I cannot access my money.
Business Response
Date: 12/20/2024

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 the participant stated that
there were difficulties requesting a 401k distribution.

Please see the attached.
I believe the matter to be taken care of for the participant.
If you have further questions, you can contact me at ************ **** ******* ** ********************

Sincerely,
***** *orley
401k Client Relations Service Partner
Customer Answer
Date: 01/02/2025
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.
Complaint ID: 22710345 can be closed. The business has sent me my money. Thank you for your follow up on this matter.

Regards,

***** ********
Initial Complaint
Date:12/17/2024
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 was using Paychex to pay my employees in my small business for about six months. This was a paid account. They kept contacting me about adding on a 401 benefit for my employees. I kept saying no. However, they offered a "no-risk free" trial for three months. I tried to cancel before the three months were up, but it was difficult to get in touch with anyone on the phone and emails often were not answered. I saw the charge went through, which was for $229.18 in September. I called and emailed again that was when I finally got in touch with someone via email and phone. They told me that now, because it was past the trial period, that I would have to fill in paperwork, which was about 60 pages. I filled out the paperwork and sent it in, but they me it could take up to 100 days to process the cancellation. They have tried to take out 4,125.00 from my account which caused an overdraft to my account. When I tried to call and reach out, they refused to give me a break down, and referred me to my original contract. I agreed to pay for the months until it cancels, about 100.00, but they only agreed to bring it down to 2000.00 I pay my employees from this account and need to know my money is there.
Business Response
Date: 12/20/2024
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. As of this date, I have spoken to the client, and we have reached
an agreed upon solution. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####. Sincerely,Aleida B****401(k) Client Relations Service Partner
Customer Answer
Date: 12/20/2024
Better Business Bureau: Was able to get the fee waived by the business and the issue is resolved for the time being. In reference to complaint ID ********, I find that this resolution is satisfactory to me.

Regards,

***** *********
Initial Complaint
Date:12/17/2024
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.
This payroll processing company has been canceled 5 months ago. They continue to deduct funds from our bank account. This company is poorly organized, poorly managed.
Business Response
Date: 12/18/2024
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
payroll account was not coded timely in June thus looking for refund of fees
since. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer
G**** Jennifer G****Client Service ManagerPaychex Inc
Initial Complaint
Date:12/16/2024
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 STOLE AND MISAPPROPRIATED PAYROLL DISTRIBUTION AND OVERPAID THOUSANDS TO THE IRS.
PAYCHEX REFUSE TO COLLECT AND RETURN THE PAYROLL TAX DISTRIBUTION OF MY PAROLL
.
THERE WERE SO MANY ERRORS INCLUDING THE WRONG SOCIAL SECURITY NIUMBER

PAYCHEX FAILED TO RECIEVED W-2 TAX DATA TO SEND TO ME FOR PROPER INFORMATION
I NEVER FULLY RECOVERD MY FUNDS FROM PAYCHEX
Business Response
Date: 12/23/2024
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 that during their time as a client of Paychex,
incorrect payrolls were processed and as a result overpaid taxes to the various
state and local tax agencies. As a
result, **** ******** ******* claims they are due back amounts paid in
error. Please see the attached.If you have further questions, you can contact me at ********************* or ###-###-####.Sincerely,Alan F*******Manager, Client Service
Initial Complaint
Date:12/11/2024
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 am filing a complaint about Paychex on behalf of my husband's business. My husband owns a small company and has used paychex since 2011. Paychex relocated our company from Louisiana to Texas without our knowledge and stopped paying Louisiana payroll taxes. This issue was brought to our attention in 2017 when Louisiana Workforce Commission started sending us bills for failure to file these taxes. I called numerous times over four years to fix this issue. Paychex started filing the taxes correctly in 2020/2021, but they have never backfiled the taxes from 2014-2019, even though we payed for this service. My husband terminated Paychex this past year. I need his W2s from 2021, 2022, and 2023. It took me over two hours to get access to Paychex Flex App, and once I had access, there are no W2s. The help chat informed that they cannot help with this issue, and I called our service in Louisiana (they said they cannot help either). How am I supposed to get this resolved when every avenue to help is unable to help? Why won't Paychex file the state taxes that they agreed to file in our initial agreement? On a side note, I asked for W2s in 2017, and the Paychex rep sent me W2s for a fencing company in New Jersey. That's right, I had access to SSNs and payroll info for all of the employees in that company. I just want Paychex to do their job, quit miscommunicating, and offer some real help to these problems.
Business Response
Date: 01/08/2025

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 Louisiana Unemployment reports/taxes have not been file since
2014 and her requests for copies of W2’s in 2021 resulted in another companies
W2’s to be sent to her in error.
If you have further questions, you can contact me at ****************** or ###-###-####.

Sincerely,
Jennifer
G****

Jennifer Gomez
Client Service Manager
Paychex Inc
Initial Complaint
Date:12/08/2024
Type:Customer Service 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.
Requested Paychex to terminate the HR services provided to my company (***** ******, PAychex ID #******** on September 16th 2024.

From September up until the submission of this complain I have made several attempts and follow up with Paychex individuals to please cancel the account. They never had, and now 3 months have passed and the account is still active, and Paychex drawing monthly fees from the bank account of my company.
Business Response
Date: 12/18/2024
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
needed to terminate their Retirement Service Plan.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-####Sincerely,Patrick J****Patrick J****
QKA
Initial Complaint
Date:12/06/2024
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 supposed to receive payment through paychex flex on 11/29. I still have not received the money I have earned from my job that uses paychex for payroll. Pay period November 1-15. Check #***** supposed to have received $611.10 through the app. The paystub shows up, but no money has reached my account.
Business Response
Date: 12/09/2024
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 an employee stated they did not
receive payment via direct deposit as expected.
Please see attached.
I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ****************** ************ *********
Sincerely,
Nicole B****
Market Service Manager

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