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:09/23/2024
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 signed up for group health insurance and the Paychex salea rep informed us in writing that we would need to obtain temporary insurance for the first month, which we did. After we paid for the temporary insurance, the rep told us that we also had to pay for the current long-term plan as it would be effective immediately and not one month after the effective date. Despite the incorrect information, Paychex rep refuses to even apologize or refund us for the temporary insurance.
Business Response
Date: 09/25/2024
Dear *** ***: 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 signed up for group
health insurance and the Paychex sales rep informed them in writing that we
would need to obtain temporary insurance for the first month, which they did.
After they paid for the temporary insurance, they claim the Sales rep. told us that
they would also have to pay for the current long-term plan as it would be
effective immediately and not one month after the effective date.As of this date, the client is able to get resolution with the help of a Paychex Health & Benefits Manager. The details of the resolution are attached.I believe the matter to be resolved to the client's
satisfaction once we finalize the carrier updates. If you have further questions,
you can contact me at ******************; Phone # ###-###-####Sincerely,Andrew A****H&B Operations ManagerInitial Complaint
Date:09/21/2024
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 had worked surepay outsourcing our clients payroll beginning in September of 2022. We worked through error after error until third quarter of 2023. The mulitple errors cost me clients and funds to reimburse our clients. After cancelling services with them they could not identify what happened with clients funds they held for Federal Unemployment taxes. The also continued to file false frivolous returns for clients even after cancelling services. My firm then had to spend funds correcting all of their errors and covering payroll taxes that weren't paid or refunded. We continue to have quarterly conversations trying to get them to quit filing frivolous returns on behalf of our clients. Each time they identify the client was cancelled and they don't know why they keep doing the returns. I believe the last was finally stopped on my call in August. We will know for sure when we file next quarterly returns in October. They have continued to charge me for services since July of 2023 . Coleen just laughed when I told her. I asked to speak to a manager and was declined. I asked to speak to the corporate attorney also denied. Because I set them up to take payments via ach they feel they can just take funds from my account without recourse.Business Response
Date: 10/03/2024
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 were
still being billed, and the actual amount being disputed was $1399.80.The client was able to get resolution with the help of a *********** 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 **************************,
###-###-#### ext. *******.Sincerely,Ben J****Sr. Manager, Contact Center - ***********Initial Complaint
Date:09/13/2024
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.
charges for services that were not renderedBusiness Response
Date: 09/25/2024
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 not provided information on how to obtain a refund for an overpayment to
their state department of revenue as well as noted an unknown charge for their
closed account. In addition to this, the client stated they cancelled their
Retirement Services plan with Paychex three months ago but still being charged
for these services. The client was able to get resolution with the help of a Payroll Manager and 401(k) Client Relations Representative. As of this date, the issues were resolved per the client's update. The details of the resolution are attached.We believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact us at ******************** or ********************. Sincerely,Derek W*****Client Service ManagerandAngela M******Client Relations Service RepresentativeInitial Complaint
Date:09/12/2024
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.
Paychex was the provider for my cobra benefits. I paid my premiums for active coverage from April 1st to June 30. $122 was paid to Paychex. Coverage was never made available to me forcing needed medical appointments to be canceled as medical providers will not accept inactive insurance coverage. When I was unable to obtain services and learned there was no coverage, I immediately requested a refund. First request made on June 28, 2024. I was instructed that a refund would be made. July and August past and still no refund had been made. I again contacted Paychex and was given the run around for weeks and repeatedly asked the same questions about terminating the coverage that never existed. I was assured this was all part of their process for refunds and had to be completed. After over two weeks of being told they were working on the refund, today they say they are not making the refund. They have taken money from me for services that where never made available and are of no use at this point. Multiple times I have been told the refund is in process and now they are just flat out stealing money. This refund is owed immediately.Business Response
Date: 09/16/2024
Thank you for your inquiry
regarding ******* *****, former employee of ****** ***. Paychex takes
complaints from our COBRA participants very seriously. We appreciate the
opportunity to help resolve any disputes that may occur.
It is our understanding that
the complainant stated they submitted an election form and payment of $122.00,
indicating the wish to elect COBRA dental coverage with *******, but due to
coverage not being active, they are looking for a refund.
If you have further
questions, you can contact me at ************************ *** *************
Thank you for your partnership.
Stephen S.
P**********
Manager, Property & Casualty
Operations
Office: ***** ********Customer Answer
Date: 09/17/2024
Additionally, PayChex has chosen to make paid
benefits retroactively available. This prevented needed medical appointments to
be cancelled as medical providers will not accept insurance policies that are
not active. The request for full refund, as there where no benefits available
was made on June 26, 2024. PayChex after committing to refunding the premiums
paid, as they did not provide coverage until after the time paid for had
lapsed. Premiums were paid through June 30, 2024 however coverage was not available
until months later, making the coverage useless as medical providers will not
provide care for inactive insurance policies. They have chosen to allow
substantial amounts of time to pass without addressing this concern. The refund
demand was made and committed to on June 26, 2024, PayChex chose to remain
inactive and unresponsive until September 10, 2024.Business Response
Date: 09/18/2024
Thank you for your inquiry
regarding ******* *****, former employee of ****** ***. Paychex takes
complaints from our COBRA participants very seriously. We appreciate the
opportunity to help resolve any disputes that may occur.
It is our understanding that
the complainant stated they submitted an election form and payment of $122.00,
indicating the wish to elect COBRA dental coverage with *******, but due to
coverage not being active, they are looking for a refund.
If you have further
questions, you can contact me at ************************ *** *************
Stephen S.
P**********
Manager, Property & Casualty
Operations
Office: ***** ********Initial Complaint
Date:09/11/2024
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 hired this company to run my payroll. I am s corp with just me and I had one employee . They charged me 250 dollars for each of us even thiugh I was quoted 50 dollars .
Later on company took over my 401 k and I was told I had 23000 in my 401 k .
I asked them the log in Id and I was told that I will get one soon . 4 months passed and nothing . In Feb 2024 they told me that 401 k was not set up for me and it was a mistake . Instead they set up 401 k for my single contracted employee without informing her or me and charged me 150 dollars bi weekly to manage 50 dollars they added to her account .
I am left with no 401 k for me . Company kept charging me the service fee after my employee closed her account and left the company . They threaten me and kept taking money from my bank account .
Management was involved after many complaints and they returned about 1200 dollars to me .
They also did not pay the employee taxes timely and I was fined 5000 k which I paid to EDd .
I have no 401 k but they keep asking me for service fee even after I stopped all business with them .
My CPA referred them and have been trying g to help me with them but to no awail.
Where do I go and ask for help . I am physician with very little knowledge of the system . I am so exhausted and frustrated with them .
Please help me and save other customers .Business Response
Date: 09/23/2024
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 they have been
overcharged on their invoicing for payroll as well as issues with California taxes not being filed
timely.
I believe the matter to be addressed for the client. If you have further questions, you can contact
me at j******************* ************ *********Sincerely,
Jason K****
Client Services ManagerDear Lou Ann:
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 has been
addressed and is being resolved properly.I believe the matter to be addressed for the client. If you have further questions, you can contact
me at ************ **** ******** ** ********************
Sincerely,
Chase M*****
401(k) Client Relations Service PartnerInitial Complaint
Date:09/10/2024
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 have two offices. The company for months mailed the payroll checks to the wrong office. They said they corrected the issue this time. They did not and now the paychecks are missing. They can't even track where they are-Its been 4 hours on pay day and they did not get back to us yet.Business Response
Date: 09/18/2024
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 that they recently experienced a delivery issue with their
pay checks.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************, or ###-###-####.Sincerely,Misty P*****Client Service Manager- HCM Enterprise ServiceInitial Complaint
Date:09/05/2024
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.
Multiple payroll errors which resulted in incorrect payroll to numerous employees. In addition, we paid for the tax pay service, in which they are paid for tax pay services, but failed to file the required reports with the states. They witheld the funds from our account and never paid them, plus we paid them for the service - OH, CO, MO, KS all were missed.Business Response
Date: 09/10/2024
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
there were errors on payroll processing and taxes not being paid to the proper
agencies, OH, CO, MO and KS.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at **************.com or at ###-###-####.Sincerely,Miriam L****Miriam L****Client Service SupervisorInitial Complaint
Date:08/27/2024
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.
Sorry for the long post but I'm just trying to get Paychex to accept responsibility for this and get this resolved ASAP. As of 8/27/2024 this has not yet been resolved and I still do not have my money in my accounts. On 8/5/2024 the State of Michigan levied all my business accounts for the group home directly related on a noncommunication issue with Paychex. In total the State levied $5230.32 out of my operating account, payroll account, and grocery account for the home. **** Credit Union also charged a $75.00 fee for the levy. Here is the timeline of events as I understand them.
The next 3 events were why the levy was issued because they have been unresolved since September 30, 2020.....YES, that says 2020!!!
9/30/2020 - Paychex filed late to the UIA - the State of Michigan assessed a penalty of $310.77, which has never been paid.
12/21/2021 - Paychex filed late to the UIA - the State of Michigan assessed a penalty of $2555.25, which has never been paid.
3/31/2022 - Paychex never filed with the UIA - the State of Michigan estimated the tax penalty and charged $2306.25. which has never been paid and the report has never been filed with the UIA. *This report was recently filed with the UIA, which did not result in them removing the penalties and interest charges.
1/3/2024 - I received notice #6385 from the State of Michigan for the 2020-2022 issues. I opened a case with Paychex's Penalty Notice Resolution Group reference #**********. They never resolved this with the Unemployment Insurance agency after repeated attempts and now my accounts have been levied.Business Response
Date: 10/14/2024
Dear ****: 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 the
company bank accounts were levied for tax monies not paid to the agency(ies).The client was able to get resolution with the help of a Paychex Supervisor. 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,Ashlie G*****Client Services SupervisorCustomer Answer
Date: 10/15/2024
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.
1) Regarding the newly discovered IRS filing that was not done on my behalf, Paychex has not stated why the filing was not filed on time and Paychex is responsible for the penalties and interest on that payment. 2) This matter is not resolved until the abatement from the UIA is approved, once approved we will discuss closing this.
Regards,
**** ******Business Response
Date: 02/09/2025
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 that
they were subject to financial hardship due to penalties and interested accrued
by late reporting to the state of Michigan. Further noting, that they were also
not made aware of the late reporting prior to their account being levied to pay
these fees.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 ******************** or ###-###-####Sincerely,Derek W***** Client Service ManagerInitial Complaint
Date:08/26/2024
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.
This is the payroll company of my former employer. I completed the COBRA benefits package as soon as it was received, and returned it to them. They acknowledge it was processed on their end on July 5, 2024. As of today, 7 weeks later, August 26, 2024, they have not been able to correctly submit the paperwork to BCBS to continue my health coverage. I've rescheduled one appointment 4 times and another one 3 times. I've also paid $292.11 out of pocket for routine labs that would be covered if I had health insurance.
I've spent multiple over 5 hours on the phone (across over 15 phone calls) trying to get resolution. BCBS even called the payroll company on my behalf while I was on hold to try to get the paperwork sent over. Still nothing. I've been met with condescension from arrogant "customer service" representatives when I call, yet again, to get status update.Customer Answer
Date: 08/28/2024
Paychex, Inc. is headquartered at 911 Panorama Trl S, Panorama, NY 14625-2311
My former employer is ****** ***** ****** **** ** ********* ***** *** **** ******* ** *****
Business Response
Date: 09/17/2024
Thank you for your inquiry regarding participant ******** ******.
Paychex takes complaints from our clients/participants very seriously. We
appreciate the opportunity to help resolve any disputes that may occur.
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:08/22/2024
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 an email that my 401k blackout date was to start Sept 9, 2024.
I have been trying to withdrawal my funds due to a qualifying event (I quit my employment with the company my 401k is under July 26, 2024.)
When I call to request a withdrawal of my 401k, they originally told me they made an error in their system and it locked the funds. I told them I needed to request the money PRIOR to the blackout I was given notice about.
Then they told me they had actually already initiated the blackout date. I never received any notices, that I am required to receive.
Now my funds are being withheld illegally.
I have the audio conversation recorded, because THEY are telling my new 401k company that I AM ELIGIBLE. To avoid the back and forth I recorded it because someone isn't being honest or fixing the issue. It will not allow me to upload the document of the conversation I had with paychex here.Business Response
Date: 08/27/2024
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 a previous employee of *** ******* ********** Inc. stated that they have experienced troubles requesting a
distribution of their 401(k) account balance.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-#### Ext.
*******.Sincerely,Chase M*****401(k) Client Relations Service Partner
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