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:12/07/2023
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.
Payroll from this past Monday 12/4 was incorrect so all direct deposits were wrong. Paychex for some bizarre reason used a prior payroll from October!
Paychex then issued new checks in the amount of $ 45k+ for direct deposits and did not reimburse our bank account. It has been more than 4 days, we have been overdrawn many times, and are presently unable to pay our dozens of vendors. Our school is a small nonprofit and we work payroll to payroll. You cannot get anyone on the telephone, there is never any manager, we have no one at HQ or a Regional Mgr to talk to, and they are continuously highly incompetent or attentive to the needs of our child care center. These funds should have been directly credited to our account on the same day that they issued new DD checks - Tuesday at 6am, taking the extra $ 45k+ out of our account that was already depleted from $ 90K+ payroll.
Business Response
Date: 12/18/2023
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 contacted Paychex to inform that the wrong payroll was processed. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* or ************ *** ******** Sincerely, Dustin D***** Client Service ManagerInitial Complaint
Date:12/05/2023
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.
I was receiving ***** Healthcare Benefits provided to me through Paychex, Inc. I was required to submit monthly payments to Paychex, Inc. in order for my ***** to remain active. The total cost each month paid to Paychex, Inc. was $2,188.06.
I called Paychex, Inc. at ###-###-#### on August 9, 2023 and notified them that I would be cancelling my benefits effective July 31, 2023. I was told to submit the cancellation via email, which I did that same day. I sent my cancel notice to the email (*********@*******.com) as advised.
I had submitted payment for my August ***** benefits via check written on 6/29/23. I've attached a copy of my cancelled check to this request. I was advised by Paychex that I would be entitled to a full refund of the $2,188.06 for August, since I was requesting a cancellation effective 7/31/23.
As of December 5, 2023, I have still not received any payment back from Paychex, nor any definitive information as to when I will receive my payment.
I have reached out to Paychex 4-5 times since submitting the cancel notice and spoken with a representative each time. The only information I receive is that the issue is being escalated, but nothing is ever resolved.
To assist in your resolution of this matter, I'm providing you with my PARTICIPANT ID: ******* Please let me know if there's anything else I can provide to help resolve this issue.
Regards,
****Business Response
Date: 12/15/2023
Thank you for your inquiry regarding ********** Incorporated/ Participant: **** *****. Paychex takes complaints from our
clients and their ***** participants very seriously. We appreciate the
opportunity to help resolve any disputes that may occur. On behalf of Paychex, I believe the matter to be resolved.
If you have further questions, you can contact me at **********@*******.com. Sincerely, Lea B******** Operations Manager- Customer Support / ***** Paychex Insurance Agency, Inc.Customer Answer
Date: 12/16/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** *****
Initial Complaint
Date:12/05/2023
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.
Customer service negligence and unresolved payroll issues. On 12/04/2023 I contacted our dedicated payroll specialist to get a 401k payroll issue resolved for one of our shareholders. I attempted to reach several different people within the Paychex organization for help. No one in customer service was knowledgeable enough to fix any glitches the system was creating and the call was never escalated to a manager or anyone who could potentially help. I reached out to three payroll supervisors for help. I received one call back on 12/05/2023 around 11:15 am when I stepped away from my office. I called twice to reach the supervisor who contacted me and I kept being sent to Voicemail. It is virtually impossible to reach anyone for help that can handle complex issues. Aside from that, we have no support, and the people assigned to us are never available. I am reporting the lack of customer service and would like this message sent to the appropriate people in charge of quality control issues or an upper management person. I will be terming our contract with them the beginning of 2024.Business Response
Date: 12/10/2023
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.
As of this date, I have spoken to the client, the employee
contributions were updated, the 401k payroll item has been processed, and the
client confirmed this is complete.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at **************************.
Sincerely,
Madison F***********
Manager, Client ServiceCustomer Answer
Date: 12/11/2023
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:11/30/2023
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 processed payroll for the wrong employee. After multiple emails back-and-forth over two weeks, they have not yet reversed the payroll that was processed on the wrong employee.Business Response
Date: 12/04/2023
Thank
you for your inquiry regarding company, **** *****. Paychex takes complaints from our clients very
seriously, and we appreciate the opportunity to help resolve any disputes that
may occur. It
is my understanding that client id #********* **** ***** had an employee paid
in error. I
believe the matter to be resolved by December 3rd to the client's
satisfaction. If you have further questions, you can contact me, Tanya S***** at
*******************.Sincerely,Tanya
S*****Client
Service ManagerBusiness Response
Date: 12/17/2023
Dear Lou Ann,Thank
you for your inquiry regarding company, **** *****. Paychex takes complaints from our clients very
seriously, and we appreciate the opportunity to help resolve any disputes that
may occur. It
is my understanding that client id #********* **** ***** had an employee paid
in error. As of this date, we have
refunded the amounts listed above. I
believe the matter to be resolved by December 3rd to the client's
satisfaction. If you have further questions, you can contact me, Tanya S***** at ********************Sincerely,Tanya
S*****Client
Service ManagerCustomer Answer
Date: 12/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. As of today, all refunds owed to me have been provided. I will note that this process required additional effort to obtain necessary refunds, and Paychex exhibited poor communication during the process.
Regards,
**** *****Initial Complaint
Date:11/27/2023
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 used Paychex as my business payroll. They do not abide by my contractual prices, continue to send random invoices and automatically withdrawal money from my account, they do not respond to emails and just so happen to not have phone numbers according to an email response, they failed to pay taxes on my behalf and then sent me a bill stating they will automatically withdrawal from my account to do my taxes (absolutely not), and do not offer any assistance when asked. I have several emails from myself to Paychex asking for assistance with automatic responses stating the person I needed to contact was not in the office. I requested a call and was told they do not have phone numbers. I received an invoice for items that were listed as 100% discounted and have no charge in my contract. I had to cancel Paychex several times. I received SEVERAL calls from Paychex (although I was told they do not have phone numbers) of employees reading from a script stating, "I'm actually uh in your area" (literally even including the "uh" from several of them). I told these people to stop contacting me as I have cancelled. When I received a bill and automatic withdrawals, I was told they have no record of the calls. I began time stamping calls and emails stating, "Since you have no record of my call..." and would add screenshots of calls and additional emails. I was told if I do not have a payroll in a month, I would not be charged; however, was charged. I would highly recommend not using this company and I am still awaiting refunds, which not surprisingly, I have not received responses to my emails.Business Response
Date: 12/04/2023
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
random amounts were scheduled to be withdrawn from the bank account, taxes not
paid timely, and late fees were provided. Unable to reach out to anyone as
phone numbers were not provided.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at [email protected] or ************ Ext *******.
Sincerely,
Heather R*****
Client Service ManagerInitial Complaint
Date:11/23/2023
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 deducted over payments from my employees due to a mistake but did not return the money to me, the employer. I can not get answers from anyone at Paychex. This was dated around August 11, 2023.Business Response
Date: 11/30/2023
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 Paychex
deducted overpayments from employees due to a processing mistake with payroll,
but did not return those monies to the company.
The dates in question were around August 11th, 2023 and he
has been unable to receive a response as to where those funds are.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* *** ************
Sincerely,
William T***** ****Initial Complaint
Date:11/21/2023
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're a payroll client of Paychex. Paychex pays out employees each week by direct deposit. Sometimes an employee doesn't have direct deposit setup, so Paychex mails a check. Occasionally an employee's check goes missing. When this happens, we issue a manual check for the net pay amount to the employee and ask Paychex to void the original check and refund the net pay to our bank account. Most of the time they do this without question, but sometimes their staff pushes back or wants us to follow some other convoluted process.
A check on 10/13/23 for net pay $351.10 was re-issued to an employee. Despite multiple emails to Paychex, they still haven't refunded us for this payment.Business Response
Date: 11/29/2023
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 ****** ****** stated funds were
not returned into the client’s bank account regarding a voided check for an
employee. Also, different requests of documentation being requested each time.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* ** ************ *** ********
Sincerely,
Heather R*****
Client Service ManagerCustomer Answer
Date: 11/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* The business confirmed the funds will be returned within 10 days of our phone call which occurred this week. I trust that will actually happen this time.
Regards,
***** ******Initial Complaint
Date:11/20/2023
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.
From Day ONE (Jan 2023). This company has been a NIGHTMARE to work with the last 11 months. They are incompetent in every department. I'll bullet point my issues (and this is just SOME that come to mind): *SET UP payroll, employees, their pay, reimbursements, their benefits, workers comp, sick accrual & PTO, ALL INCORRECTLY (over the course of the year). When my bookkeeper would find the mistakes, it sometimes took up to 4x and MONTHS to fix any request. *They withdrew Workers comp payments every 2 weeks, and never paid them!! I received threatening letters from IRS with fees stacking up that L&I was unpaid. Paychex couldn't find the $ they were withdrawing for it, this took about 2 months to resolve. *They took out taxes for EXEMPT employees (we have still not received these credits). *They had a revolving door of reps taking over and trying to pick up the pieces to our disastrous account. *Our 401k rep auto-enrolled our entire team and then said "oopsie" but its almost impossible to change it. *Paychex is now charging us $1500 to terminate our 401k (even though my rep- on a recorded line, said, "oh yeah I dint tell you that part when you signed up). Now they are forcing us to roll into another one of their accounts WE DONT WANT and then charging us a bunch more fees to maintain that one and of course to get out of that one, there are MORE FEES. *They attempted at one time to offer credits, in which they continued to charge us, telling us "our credit system isn't working." *Im still receiving some random clients mail to my address which I have called and emailed SO many times and they have told me its resolved, its NOT. *Time and attendance ap was EXTREMELY glitchy and would log employees in in the middle of the night, this happened for months almost weekly with different employees. *Literally EVERY request we made, or set up - was botched, and only discovered by me paying my bookkeeper to stay on top of them, costing me more $$. It has been the WORST experience in business I have had in 3 years. I want nothing more than to be free of them.Business Response
Date: 11/24/2023
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 their
dissatisfaction with the implementation of the Pooled Employer 401(k) plan and
its subsequent termination process. It is also my understanding that ******** ****** LLC stated they have had outstanding issues with Paychex over the last
few quarters with multiple products including payroll, Workers Comp, and taxes.
They mentioned set up errors, responsiveness, technology issues, and delayed
resolution.
As of November 21, 2023, I have spoken to the client. I have also
spoken to the client and her bookkeeper to understand what happened on the
account prior and to address any remaining open payroll items.
Please see the attached 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,
Lacey K*****
401(k) Client Relations Representative
Madison F***********
Client Service ManagerCustomer Answer
Date: 11/27/2023
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:11/17/2023
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 was assisted by my bank to get this company. They were taking different amounts out of my account different times. Everytime I check my account… i had an overdraft… i called the rep at paychex to ask her to explain to me what was going on, rep replied, “didn’t you know when you signed up?” I then asked for a supervisor… she never called i called and called. Kept getting hung up on. I asked to discontinue services, they never did and continued to bill me… i called several times, again got hung up on so i had to block them. They still came in through another name. I was so upset and no one to help. I went back to my bank for help. Nothing…. They are still billing me. Please helpBusiness Response
Date: 11/28/2023
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 were
not aware of the charges for a 401(k) plan they set up.We have made several attempts to contact the client since
receipt of this complaint. We ask that she please contact Patrick J****
at extension ******* so we can attempt to resolve the matter.I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at *******************, ###-###-####.Sincerely,Patrick J****, 401(k)/S125 Team LeadInitial Complaint
Date:11/14/2023
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 made numerous mistakes resulting in the non-payment to one employee and other errors on the payroll dated November 3 2023 and has refused to remedy or contact the client or the client's accountant as requested. See attached email chain. We are concerned that they will not correct the problem and that they may have discontinued service without notice and there will not be service on the next payroll due date of Nov 17 and or that the payroll will be built on bad year to date numbers and that payroll tax deposits have not been paid or have been made incorrectly.Business Response
Date: 11/21/2023
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 Paychex
made numerous mistakes resulting in the non-payment to one employee as well as
other errors on the payroll dated November 3, 2023. I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ********************* or
###-###-####. Sincerely,Alan F*******Manager, Client ServiceCustomer Answer
Date: 11/21/2023
response is attached, complaint is not resolved and it continues to be a problem for the client.
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