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:10/08/2024
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.
I'm filing a complaint because my account was just onboarded last month and I have yet to run payroll but we are facing a number of issues that have yet to be addressed.
1) Unable to onboard a contractor due to duplicate SSN in use, by another user. This has been ongoing for weeks, with no resolution. Several calls and emails have been exchanged.
2) We were sold Time & Attendance and at the time, it was anticipated Paychex would support our US and International operations, well that isn't the case, even their third party People Pay does not integrate as originally communicated. We now need a refund on setup and recurring charges as we have had to work outside of Paychex to partner with **** for international (and they also want our business) and ****** for Time & Attendance.
Due to the oversell and the time wasted, we are paying significantly more and now rely on 3 solutions instead of 1. At this time, we are considering even moving away from Paychex as having such a small team and paying payroll cost on a per person basis at **** and then paying per payrun at Paychex isn't as cost effective.
3) We are unable to use the Indeed integration for Paychex Hiring, we have reached out and have not received a single response.
I was reached out to by an account manager last week, who I assumed was going to assist us... Nope! only reached out to sell 401k plans and we had to decline because of all the unresolved issues. We asked that he assist, he kinda brushed us off, it was uncomfortable honestly.
Business Response
Date: 10/09/2024
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 they are unable to onboard
a contractor due a duplicate SSN number in use by another user, our Time and
Attendance product cannot support international employees which was not
acknowledged at the time of sale, and unable to use Indeed integration.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************* ** ************ *** *******
Sincerely,
Pam R*******
Digital Implementation ManagerInitial Complaint
Date:10/07/2024
Type: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.
We worked with Paychex.com to handle our payroll and taxes. They were to set up our accounts with the required states and handle all tax-related issues. We received a notice from the State of Florida asking for unemployment filings. We never had an employee in Florida and reached out to Paychex to respond/resolve. It's been almost two months with zero updates, and Florida has since withdrawn money from us. We need this looked at and resolved immediately. Please see the attached documents.Business Response
Date: 10/09/2024
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 that ******** ****** LLC received a notice from Florida for failure to file returns and that there was never an employee in Florida. Florida has since withdrawn funds from ******** ****** LLC. I believe the matter to be addressed for the client. If you have further questions, you can contact me at *******************, ###-###-####. Sincerely, Jason K**** Client Services ManagerCustomer Answer
Date: 10/10/2024
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:10/05/2024
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.
For several weeks, Paychex stopped responding to our emails. When we finally managed to contact them, they claimed they had not been receiving our messages. Following this interaction, they abruptly reassigned our customer service representative, who had no prior knowledge of our account or situation.
Due to this subpar level of service, we decided to terminate our relationship with Paychex. We informed them that we would be leaving after they completed the current payroll cycle and filed our Q3 taxes.
Immediately after notifying them of our departure, we received a response stating that they would no longer be responsible for filing our taxes, leaving us to handle it ourselves. To make matters worse, after our payroll period ended, my employees informed me that they hadn’t received their paychecks. When I called Paychex’s after-hours support, I was told that no payroll journal entry had been created, despite our explicit request for them to run our final payroll. As a result, our employees were left unable to pay rent, all because of Paychex’s unprofessional conduct following our notice to leave their service.
Adding insult to injury, I was charged for an additional month’s subscription. I have emailed twice and tried calling customer service without success. I left a message requesting a refund, but I have yet to hear back or receive any resolution regarding either the refund or the payroll that was part of our initial agreement.Business Response
Date: 10/08/2024
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 they have
attempted to reach out to their service representative in regard to the
pre-mature closure of their account along with a reporting issue that occurred
on the final payroll with Paychex. 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,Jennifer G****Client Service Manager Paychex IncInitial Complaint
Date:09/27/2024
Type: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.
Paychex offered to lower my weekly payroll cost by January 16, 2024 but didn't lower it until April 12, 2024 even with multiple inquiries. On January 05, 2024, Celia C****** emailed me stating that my payroll service price would drop significantly by January 16, 2024. When it didn't in February I called and again in March until it was finally changed in April. The amount owed in my calculation is $1050.Business Response
Date: 10/08/2024
Thank you for your inquiry regarding ***** ******* **** **** ****. 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 ***** ******* **** **** **** stated
they were promised a discount when they switched payroll packages back and they
would see a reduced invoice effective 1/16/24.
That did not occur until April.
Client is requesting a refund of the difference in payroll fees during
that timeframe in the amount of $1050.00The 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 our 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,Jennifer
G**** Stephen
P**********Jennifer G**** Stephen
P********** Client Service Manager Section
125 Service ManagerCustomer Answer
Date: 10/09/2024
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:09/26/2024
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 cancelled our Paychex Flex service in 2023 but we have continued to be charged monthly fees. We were refunded fees for the first 5 months of 2024, but we are still being charged and require refunds again for June-Sept. I've called and emailed my former Paychex representative and she has been unresponsive.Business Response
Date: 09/27/2024
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
we should have closed their account with Paychex and that they were looking for
a refund from Paychex.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,Jennifer K****Client Service ManagerInitial Complaint
Date:09/26/2024
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 requested a loan because I am facing financial hardship and I needed to pull money from my 401K account.I was informed that if my employer changed my status to terminated while the loan was processing that the loan would default and be returned to my 401K as if the loan was never requesting.On 8/18 my employer changed my status to terminated, I called 8/20 to let them know that the loan defaulted but I no longer saw the balance in my 401K, they argued with me over it saying the loan was processing and actually didn't default. I waited, kept calling, even the supervisors and everyone kept telling me to wait the loan was coming. I need this money by Sept 30. Or I will be facing homelessness. I spoke with so many people and it was always a different story. After someone finally agreed with me that the loan hasn't been processed and realized that I was right something was off they created a claim for me. Told me it usually take 24-48 hrs to which I explained I do not have 24-48hrs because this money has a time by which I need it, I was told that this was explained to the loan department that deals with these issues. I called back 6 hrs later for an update and was told that someone had taken ownership of the claim and is working on it and for me to call back in an hour and they will have an update for me. I called back as instructed only to be told they cannot make contact with the loan department(even though they did earlier).After asking that they do not hang up on me and that I was willing to wait on hold as long as it took for them to get a solution/answer from the loan department, I was told that I could not stay on hold. Even though I have been put on hold for over an hour by them.Had Edmund tell me he KNEW there would be no solution even though he doesn't work in the department.I am not one to complain but this is a mistake that may very well change the course of my life. I spoke with RJ,Chase/Jace/JC, Kim, Napoleon,Marilyn,and Edmund who actually hung up on me.
Former employer: ******** **** *******, Providence, RI
Business Response
Date: 10/02/2024
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
she requested a distribution and the funds were not received when promised. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####Sincerely,Zach CohenClient Relations Service PartnerInitial Complaint
Date:09/25/2024
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.
Complaint against: Paychex Payroll Services:
We Closed our business October 2023 and Paychex did not process the 4th quarter tax filing. They were paid to do so along completing our with W-2 forms. They dropped the ball and caused us to be charged penalties and interest. They also collected money from us that they did not pay to the EDD State of California or Federal Taxes. They did not notify the EDD that our business had closed. We used them for 10 plus years and closing our business should have been easy after paying them so much for so many years. Very disappointed with Paychex. Reached out to them, they never resolved this.Business Response
Date: 10/01/2024
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 they
closed their business and Paychex did not process their returns for Q4 and end
of year for 2023. California EDD issued
a notice to the client of unpaid taxes for Q4 as well.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *******************, ###-###-####.Sincerely,Jason K****Client Services ManagerInitial Complaint
Date:09/25/2024
Type: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.
My small business had time/ attendance and 401k with Paychex for 10 plus years. account number ********. After multiple errors and very poor customer service, this service was cancelled 2/29/2024. After having all 40lk monies transferred and all ties broken with paychex, I received two invoices with auto deductions for time/ attendance services in the amounts of $155.00. Invoice numbers ******* and ******* I called on 9/16/24, spoke with Anmar and was told the $155 deduction from 8/5/24 invoice would be refunded with no additional auto deductions. I had another auto debit on 9/5/24. When I emailed several contacts within paychex, I was provided many different reasons for these charges and told to call again. I have already called and cannot find anyone to help stop these erroneous charges. Paychex owes my company two refunds of $155.00 and written confirmation that no more auto debits will take place. What a shame.Business Response
Date: 09/25/2024
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
that their organization had received two additional invoices with auto
deductions for Time & Attendance services in the amounts of $155.00, after
having canceled service with Paychex 2/29/2024.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-####.Sincerely,Timothy J. C****Client Services Manager, Time & Attendance ServicePaychex Inc.Customer Answer
Date: 10/25/2024
BBB confirmed that the matter has been resolved.Initial Complaint
Date:09/24/2024
Type: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.
Paychex deducts money each week from my paycheck to pay my 401K Loan. My loan account now reflects a late & missed payment and currently not paid up to date. I went over this with the rep, and he stated I could make the payment and if there were an over payment Paychex would send me my money back. I then stated NO you've already received the money, and you can use the money you've already received from me to make my account current. I then asked for a supervisor, the supervisor did go over each payment they received from me and stated that they did receive 4 payments from me in August which only 3 were paid on my loan which now it looks as if I'm behind I need this resolved immediately.Business Response
Date: 09/30/2024
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 the participant stated there was a missed
loan payment reflecting for their account.Please see the attached.I believe the matter to be addressed for the participant. If
you have further questions, you can contact me at ******************* ###-###-####.Sincerely,Sherry T***** 401k Client Relation Service PartnerCustomer Answer
Date: 10/02/2024
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:09/23/2024
Type: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.
Was given misinformation from salesperson about services we were signing up for. They offered free 1 year payroll services if signed up for their 401k plan and I requested no company match (being a young company).) They signed us up for the 401k and added a company match. The payroll services customer service was horrible when I called to change the plan to a employee only contribution plan. I called to cancel the 401k but was running into safe harbor issues. Finally got the plan cancelled and transferred to new 401k plan and company and was charged a $1500 "transfer fee".
I see that Paychex has had issues with the same issues and not being truthful to clients. They sign you up for services not discussed and upcharge for the services, Their sales people are aggressive, they are not truthful and they up sign you for services at their own discretion.
I complained multiple times and the salesperson resigned and moved to another company.
I just want my $1500 transfer fee waived and I want to move on from their company.Business Response
Date: 10/01/2024
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 this issue is resolved.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-#### Ext. ******* or *******************. Sincerely,Chase M***** 401(k) Client Relations Service PartnerCustomer Answer
Date: 10/02/2024
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,
***** ******
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