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

506 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:05/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used Paychex to help me take out a loan against my 401K and they never deposited the money into my account. The customer service has been a nightmare and has been completely unproductive in resolving the matter. I have been told by pachex that my banking institution refused the deposit, yet the money was never put back in my 401K. I am now paying back a loan that I never received. Paychex claimed the case had been closed without resolution, then told me it was being sent to their expedited department. I have yet to receive the email from that department that I was promised or received any phone calls from them as promised and this was two months ago! Each time I call, I am placed on hold for up to an hour and a half and am told a different story as to where thousands of dollars of my money went. At this point I am interested in filing fraud claims or possibly even suing Paychex in order to have this issue resolved.
Customer Answer
Date: 05/27/2025
The name of the company I work for is ***** ***** ********* *********
Business Response
Date: 05/30/2025
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 the participant in the ***** ***** ********* ********* LLC 401(k) Plan stated that they have not received
their 401k loan funds. 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
Initial Complaint
Date:05/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company fraudulently debited over $1,600 from our business bank account after all services were teminated and company confirmed no further transcations/debits would occur. Company has acknowledged error and their intention to refund the fraudulently debited funds but has not done so. We have sent approximately 10 follow-up email inquiring about the refunds that were promised to be returned by May 16 and we do not have any updates or actions.
Business Response
Date: 06/05/2025
Thank you for your inquiry regarding ****** ******* Inc. Paychex
takes complaints from our clients very seriously. We appreciate the opportunity
to help settle any disputes that may occur. It is my understanding that ****** ******* Inc. stated that
there were funds that needed to be returned to ****** ******* Inc. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or ###-###-####.Sincerely,Lisa C***** Client Service Manager
Customer Answer
Date: 06/08/2025
Better Business Bureau:

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

Regards,

******* ******
Initial Complaint
Date:05/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We hired PayChex to handle our payroll. In 2017 they sold us on their PEO product. They took money from our checking account ; unfortunately, they didn't pay the 941 taxes. I've tried since 2022 to work with PayChex to resolve our tax problem with the IRS. PayChex refuses to take any responsibility. I have bank statements showing that they took the money from our account. I assume it was applied to the wrong account. PayChex will not help me. They have had our money in their accounts since 2017. The IRS is now planning to attach a lien to our company for over 300K. PayChex is unresponsive , passing the call to one dept then another.
Business Response
Date: 06/03/2025
Thank you for your inquiry regarding ********** **** *********** ** * *** Inc FEIN **-*******. 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
“We hired Paychex to handle our payroll. In 2017 they sold us
on their PEO product. They took money from our checking account; unfortunately,
they didn't pay the 941 taxes. I've tried since 2022 to work with Paychex to
resolve our tax problem with the IRS. Paychex refuses to take any
responsibility. I have bank statements showing that they took the money from
our account. I assume it was applied to the wrong account. Paychex will not
help me. They have had our money in their accounts since 2017. The IRS is now
planning to attach a lien to our company for over 300K. Paychex is
unresponsive, passing the call to one dept then another.”I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ******************** or ###-###-####.Sincerely,Joshua W******PEO Payroll Manager
Initial Complaint
Date:05/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I talked to Paychex about a year ago about what the charges would be concerning if I brought on any employees. I did not bring any employees at the time, but I did start to receive charges directly from my business account for 401(k), which I have not used. This morning I received a charge for $8547 from Paychex for Workmen’s Comp., which I don’t need because I don’t pay anyone and when I talked to them about if I were to ever use workmens comp., they were letting me know that it would be a small charge per hour for any employee that I brought on and it would only be charged by the hour. My account is $7100 in the negative, I make just a little over $40,000 a year and don’t have the capacity to easily swallow this kind of charge. I have talked to Paychex several times in the past year to try to find out why they were charging me monthly for 401(k) and every time they have told me that I would no longer be charged and they were always apologetic, but I continued to be charged every month. I need some kind of resolution for all fraudulent 401k and workmen’s comp charges.
Business Response
Date: 05/29/2025
Thank you for your inquiry regarding ********* ************** LLC. Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ********* ************** LLC stated
they were receiving charges for a 401k plan that they were not using due to not
having any employees. They also stated they received a Workers Compensation
premium audit balance charge for $8,547.00 and wanted to know why they were
charged such a high amount when they have no employees.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,Lauren K*****Sr Service Partner Property & Casualty Insurance
Services
Initial Complaint
Date:05/20/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I enlisted Paychex (upon the recommendation of my CPA) to file 1099 documents for four of my suncontractors for the 2024 filing year. My first complaint stems from having to repeatedly track down a missing 1099 that one of my subcontractors never received. I emailed my account representative more than 5 times about this issue and received no help.
My second issue is that I terminated my account with Paychex on April 21. I had enlisted them to file 1099s on a one time basis only. I did not authorize them to file quarterly taxes on behalf of my business yet they did anyway. I had told them right from the start that the quarterly taxes are filed through another agency. On April 4 I received an email stating quarterlies had been filed. I reached out via email and I specified again that they are not to file anything. I prohibited them from filing any taxes on behalf of my business and also from automatically debiting any monies from my business bank account. It was very difficult to terminate my account with Paychex but I was finally able to do so on April 21. Then I received a notice of quarterlies being filed again on April 28. Once again I called (no response) and emailed. On May 12 they debited $168.00 from my business checking account. I respectfully request some help with this issue please. I cannot get anyone to call me back as every call goes to voicemail. I will be happy to provide every email between myself and Paychex.
Business Response
Date: 05/28/2025
Thank you for your inquiry regarding ******* *********** Corp. Paychex takes complaints from our clients very seriously. We appreciate
the opportunity to help settle any disputes that may occur. It is my understanding that ******* *********** Corp stated they
were having an issue related to a missing 1099 for one of their subcontractors
and Paychex erroneously filing quarterly taxes on behalf of ******* *********** Corp even though they have a 3rd party already taking care of this
function for them. Finally, ******* stated that they were having a very difficult time in terminating their account
but was able to do so on April 21st. If you have further questions, you can
contact me at <********************* and ###-###-####>.Sincerely,Alan J. F*******Manager, Client Service
Customer Answer
Date: 05/29/2025
Better Business Bureau:

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

Regards,

***** *****************
Initial Complaint
Date:05/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
GOAL employee started with the company on 5/2/25 in a part-time position in Virginia.

We utilized ******* through **** **** **** ****s help to register both payroll companies for taxes in Virginia.

5/15/24: I notified Justin from Paychex (our former rep) that we were still awaiting tax ID's.

8/7/24: I sent the information we had received from the state of Virginia to Jennifer (current Paychex rep).

10/2/24: I sent the letters we received from Virginia to Jennifer. The letters stated we were not liable for unemployment taxes. At this point we had not received anything about our liability for state withholding.

12/13/24: In December we started receiving tax notices from the state of Virginia. On 12/13/24 I sent an email to Jennifer with the tax notices showing that withholding taxes were not filed for Q2. I sent the tax ID's for state withholding taxes.

12/30/24: Tanesha E**** (Jennifer's manager) emailed us and communicated that we were on active taxpay for Virginia. She stated she had added a request to the tax department for them to file late originals and pull and pay any amount that was required for Virginia.

2/20/25: I submitted the new notices we received from Virginia to Jennifer.

2/23/25: We received an email from ****************************** stating "The agency is now Taxpay active but we have not filed or remitted payments for any previous liabilities."

2/24/25: I replied to above email stating "We were with Paychex when these tax liabilities occurred so Paychex should be remitting these tax filings and payments. Please do so for these past liabilities with the state of Virginia and let us know when the filings have been completed. "

2/28/25: Jennifer replied to the email asking again for the notices and I sent them to her.

3/4/25: Jennifer responds stating "I am going to work on this." - The issue is still unresolved
Business Response
Date: 05/23/2025
Thank you for your inquiry regarding ******* ********* **********.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur.It is my understanding that ******* ********* ********** stated
they have experienced service issues regarding the resolution of VA Tax
Withholding.Please see the attached.I believe the matter to be addressed for the client. If you have
further questions, you can contact me at ****************** ###-###-####.Sincerely,Laurie R****Client Service Manager
Initial Complaint
Date:05/16/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This report regard a company called Pachex HRS. They’ve repeatedly withdrawn funds from my business bank account without authorization. On April 22, 2025 I received an email from this company stating I had until May 22, 2025 to act regarding a 401k plan that was taken out for my business with completely deceptive practices. One of my employees was enrolled in the plan without consent or knowledge. Her paycheck was garnished as a result. This company proceeded to withdrawal funds from my business account. As of today this company drafted $2,299 from my account without authorization. There’s many other charges this company has drafted from my bank account over time. In their “collections” email I was informed I had until May 22nd to “remit all outstanding payments” or “make arrangements for payment”. Today is May 16th and this company took it upon themselves to go ahead and draft this amount from my bank account fraudulently without authorization.
Business Response
Date: 05/27/2025
Thank you for your inquiry regarding ******** *** *** Inc.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help resolve any disputes that may occur. It is my understanding that ******** *** *** Inc stated they
did not want to maintain their 401(K) plan and needed assistance terminating
their services.The client was able to get resolution with the help of a Paychex 401(k) Team Lead. The details of the resolution are attached.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Patrick J**** QKA401(k) /S125 Team Lead
Customer Answer
Date: 05/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
If it’s possible I’d also like to withdraw my complaint from BBB, as the representative I’m working with has been more than adequate.
Regards,
****** ******
Initial Complaint
Date:05/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PAYCHEX HAS BEEN CONTACTED BY MY EMPLOYER AND MYSELF SINCE FEB 2025 I AM STILL WAITING ON A CORRECTED W-2 FORM SO I CAN FILE MY TAXES, IN FEB THEY TOLD US IT WOULD TAKE 5 WEEKS. HERE WE ARE MAY 14 TH AND STILL NOTHING.
Business Response
Date: 05/16/2025
Thank you for your inquiry regarding ******** *********** ** ******** P C. Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help settle any disputes that may occur. It is my understanding that an employee of ******** *********** ** ******** P C stated they have not received a copy of their
amended W2 yet.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* ###-###-####.Sincerely,Dustin D*****Client Service Manager
Initial Complaint
Date:05/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I started with Paychex in March of 2025 - Every since they have been getting my payroll wrong and I get no response and/or any phone calls back that would or could resolve the issues I am having - They owe me back taxes moneys from a payroll on March 6th 2025 and I cannot get a competent personnel to respond or do anything about it - They will not communicate with me other than my salesperson (who cannot get any help for me either)
Business Response
Date: 05/20/2025
Thank you for your inquiry regarding ***** **** **** Inc.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur. It is my understanding that ***** **** **** Inc stated there
was a tax error with their March 6, 2025 payroll and they have not been able to
get anyone from Paychex to respond and resolve concerns.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 ********************* and ###-###-####.Sincerely,Andrew S*******Client Service Manager
Customer Answer
Date: 06/09/2025
As of March 6 2025 I started with Paychex - the first payroll was not done correctly and ultimately taxes were taken from an employee and co to pay taxes that were not due us ...... every since I have tried contacting different people at Paychex to no aval......The only response I did receive was after filing a complaint someone reached out to me to see our delima.....they are telling me that things are being fixed but I still not have the money back and no one responds to my emails or calls
Business Response
Date: 06/24/2025
Thank you for your inquiry regarding ***** **** **** Inc.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur. It is my understanding that ***** **** **** Inc stated there
was a tax error with an employee’s withholdings from the time they started with
Paychex, and that they have not been able to get resolution.I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ********************* and ###-###-####.Sincerely,Andrew S*******Client Service Manager
Initial Complaint
Date:05/12/2025
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.
Paycheck has collected money from me for 2024 payroll taxes and has never remitted these to the IRS. I received late charges and notices from the IRS with no resolution from Paychex (they say they are "looking into it). On May 5th 2025, the IRS sent me notice that my bank account will be attached and frozen within 30 days if resolution is not received - the IRS is charging me 7% interest and fees owed to the IRS.
Business Response
Date: 05/19/2025
Thank you for your inquiry regarding ****** ***** Co 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 ****** ***** Co Inc stated that Paychex
collected money from the company to pay the 2024 payroll taxes, but the company
received a notice from the IRS with interest and fees owed to the IRS.The client was able to get resolution with the help of a Paychex Manager. 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,Jennifer L
K****Jennifer K****Client Services Manager
Business Response
Date: 05/27/2025
Thank you for your inquiry regarding ****** ***** Co 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 ****** ***** Co Inc stated that Paychex
collected money from the company to pay the 2024 payroll taxes, but the company
received a notice from the IRS with interest and fees owed to the IRS.The client was able to get resolution with the help of a Paychex Manager. 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 ****************** or ###-###-####.Sincerely,Jennifer L
K****Jennifer K****Client Services Manager
Customer Answer
Date: 06/02/2025
Better Business Bureau:

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

Regards,

***** *****

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