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 ComplaintThe 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:11/29/2024
Type: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 been asking for help in setting up the correct accrual process for sick pay under CA law for my small business with part time employees. No one has correct information and is giving bad guidance which will cripple my business. I have yet to have anyone call me who understands the law and how to apply it in my business. They do not understand how to interpret the law yet are giving legal advice which is practicing law without a license. Their underlings should not be interpreting the law and all legal questions should be dealt with appropriately. I have been punted multiple times and cannot get a higher up within the company to address this situation.
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 **** ********** LLC stated they have
been asking for support in setting up a sick time policy that would comply with
California’s sick time requirements for part-time employees, and they had not
received that support.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************* and ###-###-####.Sincerely,Andrew S*******Client Service ManagerPaychex, Inc.Initial Complaint
Date:11/25/2024
Type: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.
Despite signing up for the Paychex platform in August 2024, critical features in which have been paid for my business operations remain non-functional or improperly configured.
There is an lack of consistency and responsibility in the oversight of my system as a whole. Furthermore, there are too many different individuals overseeing the implementation and management of my system. This has led to high levels of confusion, miscommunication and failure to ensure that service are implemented with fidelity. I have to re-explain my situation via video calls and email unnecessarily.
Despite contacting Paychex multiple times, I have not received adequate support or resolution to these issues. Every time I attempt to contact Paychex for support, I consistently receive out-of-office messages or redirected to contact another area/aspect of the system as stated, "That is not my area of responsibility". The lack of timely and direct communication further hindered resolution of issues. It was stated by the implementation supervisor that the sales rep overpromised on the level of customer service and support that Paychex could provide.
Paychex representatives deploy deceptive upselling practices as resolutions, claiming they were necessary to meet my business needs. However, I later discovered after escalating the issue to highest level of supervisors in the department and over implementation, that my current system already had the capabilities I required.
It is clear that my system has not been implemented properly and the level of customer service provided has been far from appropriate. The lack of implementation and proper training has rendered the platform unusable, causing significant disruptions. Given the scope of the challenges, I am seeking a full refund of total monies paid, excluding payroll to ************** contracted staff, for the Paychex platform and all services. All attempts to resolve this issue have been documented in writing and are available.Business Response
Date: 12/02/2024
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 critical
features of products sold to the company were not functional and throughout the
transitioning process the company had too many departments to engage with that
caused miscommunication and failure to ensure satisfaction.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 ****************** ###-###-####.Sincerely,Nicole B****Market Service ManagerInitial Complaint
Date:11/20/2024
Type: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 applied for COBRA to continue my health insurance coverage after I was laid off from my place of employment. The fist payment was made to Paychex for the premium on 9/4/24 for the continuation of benefits. To this date (11/20/24) i still do not have my benefits active. Paychex said it would take 5-20 business days to complete the reactivation of benefits. It has been over 2 months and they still do not have my benefits activated. Every time i call them or my previous employer calls them for updates, they give a different answer and clearly do not know what they are doing. They have also repeatedly 'elevated' this issue up the line of command, but still do not have it resolved. I now have thousands of dollars in medical services that need to be claimed, some have become final demands, which i can not pay. The stress this has caused myself and my family is unbearable and I still don''t have a resolution in sight.
I have uploaded a selection of the correspondence i received over the last few months for reference.Business Response
Date: 12/12/2024
Thank you for your inquiry regarding ** ***** ***** *********. Paychex takes complaints from our clients/participants seriously. We
appreciate the opportunity to help resolve any disputes that may occur.
It is my understanding that the participant stated that his Cobra
health insurance coverage was not reinstated.
The participant was able to get resolution with the help of a Paychex Manager. The details of the resolution are attached.
On behalf of Paychex, we believe the matter to be resolved.
If you have further questions, you can contact me at ********************** ###-###-####
Sincerely,
Leanne ‘Lea’ B********
Operations Manager- Customer Support / COBRA
Paychex Insurance Agency, Inc.
225
Kenneth Drive, Rochester, NY 14623Initial Complaint
Date:11/18/2024
Type: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 signed up with company in October and was promised the best service in the world which it was great the first week, then things started going down hell.
I call them they ask me to chat with them, I chat with them they ask me to email them.
First issue with some irs forms which they asked to apply for unemployment tax and when I returned to them it took them 3 weeks to get it in and finally said it was the write. Keeping in mind it like I have to call them everyday
Second issue is that I asked them to withhold my employee payroll and state tax for a month prior to me starting with which they promised me it will be a piece a month now have passed and nothing happened and when I tried to reach out they said they have done and they did it wrong
Evar r***** should get fired for his attitude and nasty way of talking to people.
He is truly not good with costumer service.
I need this issue resolved and corrected and making sure I don’t face any penalties with irs.Business Response
Date: 11/19/2024
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 that
there were withholdings from previous payrolls that were not collected when the
client began payroll services with us.The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. 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,Michelle L****Manger, Client ServicesInitial Complaint
Date:11/18/2024
Type: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 called on 10/3/24 to cancel all of the services we had with Paychex (payroll, retirement, HR). I had a pleasant conversation with the person who cancelled our account and we agreed on a final payroll date of 10/9. On 10/10 I received an email from a member of their diversion team who then followed up with a phone call. The entirety of the phone conversation was: “when is your last payroll”. On 10/23 I reached out to Paychex to check in on the status of closing our account as we were supposed to recieved transfer paperwork for our employee’s 401k’s. I was then informed that we never officially cancelled our HR services and that in order to transfer over our retirement services to our new company, we would have to wait until 11/4 (a 30 day waiting period from when we first cancelled). I was also told there would be a $1,500 cancellation charge. We filled out the paperwork and agreed to pay the charge.
By 11/6, we had still not received our (choice) 401K transfer paperwork, so I called the main line. I was instructed that nobody other than our designated payroll representative could close our account (the reason we are canceling is that our designated rep has never answered us on a single occasion). I told the person on the phone there’d be a fat chance that somebody would respond, and what do you know? Here I am, 12 days later, without any responses from Paychex or our 401K transfer paperwork. I emailed them on 11/12, 11/15, and now on 11/18 to continue to request our transfer paperwork. On 11/15 the $1,500 payment to cancel our account was processing but we disputed it (as I warned them via email) b/c we have not had a single response from the time I called on 11/6. We are on the edge of legal non-compliance regarding our employees’ access to their 401ks and will have to pursue legal action should Paychex continue to refuse to respond. We will not pay to close our account until we receive the 401K paperwork needed to close the account.Business Response
Date: 11/21/2024
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 were having trouble with executing their plan
transfer request.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 PartnerInitial Complaint
Date:11/14/2024
Type: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.
On Oct. 8, Oct. 9, Oct. 10, and Oct. 11, Paychex said they mailed out my reimbursement for my FSA account. Those checks never came. I was argued with about how I was to receive my checks. I was told to select the Direct Deposit box. I told them I dont want a direct deposit. I wanted paper checks sent to me. I had to request a manager to ensure I was getting paper checks. Why did I have to argue about what I wanted? On Oct. 22nd, after arguing the point with multiple people at Paychex, I was sent another sent of checks. Again those checks never showed up. Now at this point I was attempting to talk to a Dino D**** and his supervisor Stephen P**********. But my efforts were going unanswered as I called and emailed with no response. Only until I complained to the ethics board did I get a response. So on Oct. 30 Dino mailed me 3 out of the 4 checks. not sure why the 4th one wasnt issued at the same time. I finally receive said checks on the 31st. Dino made me aware the 4th check would be sent on the 31st. It was not. I did not get sent until the 3rd of November. I deposit the final check, for $411.32 when it arrived. That check, number ********** has been returned to me by my credit union with a response of non authorized to deposit....costing me a $30 fee. I see that check #********** was the correct check I was to deposit. I must remind you this was the only $411.31 I ever received from paychex. I received a $30 fee from the credit union for attempting to deposit a non authorized check.
Every time there was an issue, instead of checking their system, they told me I was wrong. I was wrong about my FSA card never being sent. I was wrong because I checked the Direct Deposit box, which I didnt. I was wrong about the number of days it has been since the checks were sent. I literally had to do 1000% of the work to prove my point instead of them checking their own system.Business Response
Date: 11/19/2024
Dear Lou Ann:
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 a participant reported
submitting a claims reimbursement request for checks but had not received them
by 10/21. We explained the reimbursement process and offered direct deposit,
which the participant declined. A supervisor assured the participant that new
checks would be sent overnight at no cost. However, due to an error at the
print center, the checks were not printed. The participant inquired about the
missing checks and was informed of the issue. We initiated a new request to
void and reissue the checks, and a manager coordinated with the print center.
By 10/30, we printed and mailed 3 of the 4 checks. A supervisor provided
tracking information and notified the participant about the 4th check, which
was mailed on 10/31. On 11/13, we learned the 4th check was unauthorized by the
participant's bank, resulting in a $30 fee. A service manager and supervisor
contacted the participant to address the issue and committed to reissuing the
check. The claims manager reached out on 11/15 to explain the reissuance process.
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 ******************** or ###-###-####.
Sincerely,
Karl G******
S125 Client Service ManagerCustomer Answer
Date: 12/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please provide the BBB with the email with a tracking number like I requested. I don’t see a tracking number at all in the response. Again, Paychex has talked around the matter and hasn’t properly responded to my complaint.
Regards,
****** *******Business Response
Date: 12/12/2024
The business did provide a tracking number, please view the enclosed letter.
BBB
Initial Complaint
Date:11/12/2024
Type: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.
We are a funeral home who uses Paychex as our method to pay our employees.
First issue was on December 22, 2023 where an unknown person was able to hack into our payroll account and add themselves as an “independent contractor” and pay themself $9,000. We would never use Paychex to pay an independent contractor; and secondly we have never and would never pay any of our employees $9,000 in one transaction, ever. Paychex allowed this to happen without notifying us or checking with us to make sure this was in fact an independent contractor that we wanted to be paid. No resolution was made and they never reimbursed us for those lost funds, however we continued to trust them with confidence this would not happen again. Now just a few weeks ago, on October 25, 2024, another fraud occurred when someone was once again able to get into our payroll account via Paychex and change the direct deposit bank for one of our employees, directing 90% of the bi-weekly pay to be deposited into a “********” bank account which everyone knows ******** is a prepaid debit/gift card situation that you can purchase at a *** or *********. Again we were never made aware of this situation until it was too late, leaving our employee to receive only 10% of her bi-weekly pay. Once again Paychex is taking no responsibility for this but did let us know they did find that particular situation suspicious so they did try to “end date” this issue but for some reason or another their attempt to do so was not successful, allowing the fraudulent transaction to occur. I have reached out to them several times by email and phone and a resolution does not seem to be in the making. Our “account specialist” needs to constantly have us re-explain the issue with her every time we speak because she “has no idea” about it. Something is going on internally with this company and it is not fair that a small business like us is losing money and spending our valuable time dealing with things like this.Business Response
Date: 11/19/2024
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
that there was fraud on one of their employee’s accounts and payroll was sent
to the wrong account.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 by phone at
###-###-####.Sincerely,Dustin D*****Client Service ManagerInitial Complaint
Date:11/11/2024
Type: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 received direct deposit from my ex employer to a paychex account I had an issue with another business charging my card without permission so paychex put a hold on it while they stopped the business from charging me last Tuesday and I was told it wouldn't interfere with my deposit I should have received my check 11-6-2024 and as of today I still haven't received it and they keep lying to me and putting it off I was told Friday when I called I would have it within 2 hours and still haven'tBusiness Response
Date: 11/12/2024
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 acknowledged
your concern as they resolved this on 11/11/24 with a manual check for $122.23.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *********************Sincerely,Una B******Client Service ManagerInitial Complaint
Date:11/08/2024
Type: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 manages the 401k for ************ my former employer. I took a withdrawal of my 401k after separation. They got my account number wrong and sent the money to the wrong account on Oct 16. After I called to fix this, they keep delaying and adding 5 business days holds to sending the money to my account. I have called 6 times and am given wrong information. They will not surrender my money, this feels unprofessional. My bills are past due and I am about to get kicked out my apartment, I need my retirement money to survive.Business Response
Date: 11/14/2024
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 Paychex
got an account number wrong for a participant distribution and sent the money
to an incorrect account on October 16, 2024. The participant claims this was an
error made by Paychex and claims Paychex has delayed the distribution of their
funds.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** ** *** ***** ** ************ ********
Sincerely,
Angela M******
Values Champion
401(k)/S125 Client Relations Service Partner
Initial Complaint
Date:11/04/2024
Type: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 this complaint due to PayChex’s failure to resolve an ongoing issue with my loan in default, which has yet to be reversed despite numerous attempts on my part to address it. Over the past three months, I have made multiple efforts to work with representatives from PayChex’s retirement service to have this loan accurately reflected in my account. Despite my persistence, my account continues to show incorrect information, and the loan remains in default.
Throughout this process, I have encountered repeated delays, unreturned voicemails, and an apparent lack of coordination between PayChex representatives. Each time I manage to speak with an agent, I am met with confusion, as if no one is familiar with my case history or the necessary steps to resolve it. Furthermore, PayChex representatives have consistently failed to follow through on any promises of resolution or updates, leaving me in a state of financial uncertainty.
As a customer, I find this level of service unacceptable and unprofessional. I am now requesting the immediate intervention of the BBB to facilitate a resolution from PayChex and ensure that my account is corrected and reflects the accurate loan status. I expect prompt action, transparency, and a clear commitment from PayChex to rectify this matter once and for all.
Let me know if you’d like any adjustments. This language should clearly communicate your frustration and request for BBB assistance.Business Response
Date: 11/06/2024
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 there
was an issue with their 401k loan default.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 *******************. Sincerely,Chase M*****401(k) Client Relations Service Partner
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