Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 511 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:06/18/2025
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.
My husband owned a business ** ******* LLC in Massachusetts. My husband, Wayne Cameron died suddenly on 10/20/2024, ** ******* LLC had a 401k plan through PAYCHEX (American Trust). The payroll account with PayChex was cancelled the date of the death of my husband. That is still an issue too.
I have been trying all this time to transfer the 401K account to my name and to another company. I have submitted paperwork, spoken with representatives, and no one can help me. I am the representative to my husband's estate. I am the sole heir to the estate. All paperwork has been sent numerous times. Representatives are rude, unprofessional, and have no knowledge of the business.
Business Response
Date: 07/03/2025
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
having a difficult time requesting a beneficiary distribution, and terminating
their company sponsored retirement plan.I believe the matter to be addressed for the client. If you
have further questions, you can contact me via email at ******************** or via phone at
###-###-#### ********.Sincerely,Angela M******401(k)/S125 Client Relations
RepresentativeOffice: ###-###-#### ********Initial Complaint
Date:06/16/2025
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.
Thank you for the follow-up.I would like to confirm that I received the check as discussed and I’m satisfied with the assistance provided. Sherry T***** was responsive, professional, and clear in her communication throughout the process. I appreciate her diligence in resolving the matter quickly.This resolves the issue for me.Sincerely,**** *******y, yet I still do not have the funds.
I'm now being required to repay a loan — with interest — that I have never received. This is unacceptable and, in my opinion, may violate fiduciary responsibilities under ERISA. I’ve spent hours on hold and still have no resolution.
I am requesting that:
The loan repayment and interest schedule be adjusted to reflect the actual disbursement date.
A full explanation be provided in writing of where the process broke down.
Immediate confirmation of disbursement.
If this is not resolved, I will pursue further action with the Department of Labor’s EBSA division.Business Response
Date: 06/23/2025
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 an employee of **** ********** ****** LLC stated there was difficulty getting details and
understanding why the ACH for the loan was rejected. Additionally, what were
the next steps and timeframes to have the funds reissued.As of this date we have worked with the employee on the resolution. Details of the resolution are attached. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** ###-###-####Sincerely,Sherry T***** 401k Client Relation Service PartnerInitial Complaint
Date:06/13/2025
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.
In 2024 my business accounts were levied by the State of Michigan for unpaid tax liability due to an error on behalf of paycheck. Paychex admitted responsibility and reimbursed for all penalties and interest and taxes due associated with the error. Well on 5/20/2025 I received another notice from the State of Michigan that I have SUW taxes due. Paychecks only took out $1493.78 of my employees paychecks that should have been my tax liability for quarter 1, 2025 well when paychecks filed my state SUW tax they doubled my liability to $2987.56 which is exactly double what it should have been. Now the state is saying I owe an additional $1493.78 plus taxes and penalties. I talked with Alexis G***** on 5/20 and she said she was going to turn this over to her tax team right away. The tax team sent me an email on 5/25/25 stating that they received my tax issue and they are investigating it. On 6/10/2025 I received another notice via email from the Paychex tax team that they are now investigating it. I also emailed Derrick W******, Sheena H******************, and Shelly B**** on 5/20/2025, who all worked on my previous tax issue on and no one has responded. For resolution I need this tax issue to be resolved within 2 weeks from today’s date and I need Paychex to tell me what they intend to do to ensure this issue regarding taxes will not happen again.Business Response
Date: 07/15/2025
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 he
received a State of Michigan Unemployment notice and requested Paychex
investigate as he had a prior tax issue with Michigan Withholding tax in
2024. If you have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer
G**** Jennifer GomezClient Service Manager Paychex IncInitial Complaint
Date:06/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint against Paychex, Inc. regarding a total of $2,043.86 in unauthorized recurring charges billed under the description "PaychexEIB DES:INVOICE" on my bank account over the past year. Please see attached files for exact dates and amounts.
These charges were made under my name and Social Security number, but I never personally authorized any enrollment in employee benefit services. My husband originally set up the Paychex account to pay a part-time household nanny who worked only about 10 hours per week. I was unaware that Paychex was billing additional benefit-related charges.
I discovered these charges while reviewing my bank statements in June 2025. On June 13, 2025 at 3:05 PM EST, I called Paychex and spoke with a representative named Suzanne. The call lasted 14 minutes, during which I requested an explanation of the charges. Suzanne hung up on me mid-conversation, and I received no follow-up or resolution. I also emailed the company with screenshots and a formal refund request — no reply to date.
These charges were made without my informed consent, were never used, and were not disclosed clearly or transparently. I consider this a form of deceptive billing.
I am requesting a full refund of the $2,043.86 in unauthorized charges.
If Paychex does not respond to this complaint or refuses to refund the charges, I will file a small claims court case against the company for unauthorized billing and failure to provide services. I will also pursue additional remedies if necessary, including reporting this to my bank for chargeback proceedings and filing with the Massachusetts Attorney General's Consumer Protection Division.Business Response
Date: 06/23/2025
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 has come to my attention that ***** ****** expressed
concerns regarding recurring charges to her bank account related to Paychex
services, which she reports as unauthorized.If you have further questions, you can contact me at *******************.Sincerely,Tarik S****Client Service ManagerInitial Complaint
Date:05/30/2025
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 says they have paid our Family Paid Medical Leave Taxes to the state of Washington. The money has been taken out of our bank account and from our employees' pay checks. The Paychex reports show the taxes were paid by them, our payroll company. However, the state says 2 quarters were NOT paid and in 4 payrolls the taxes were underpaid. We have spent hours working with this issue with the state of Washington who have been helpful. Yet, after over 2 weeks we cannot get a response from Paychex. Our Rep who is great has passed the information on to their tax dept says that's all he's allowed to do. The Customer Service Manager, the District Manager or any Supervisor will not return our phone calls. Their Tax Dept has done nothing.
The State says our employees cannot collect their Short Term Leave Benefits because we have not paid into the program. We have an employee who desperately needs to use this program we have paid into.Business Response
Date: 06/23/2025
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 concerns with the filing and tax payments for
Washington State Paid Family and Paid Medical leave taxes.
As of this date, we have spoken to the client and worked with the client on the resolution. Details of the resolution are attached. I believe the matter to be taken care of for the client. If you have further questions, you can
contact me at ****************** ###-###-####.
Sincerely,Stephanie L****
Manager, Client ServiceInitial Complaint
Date:05/28/2025
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 closed our Account with Paychex on May 09, 2025. Yet they keep debiting our bank account and trying to process payroll. We have contacted this company several times and have been told that the money would be reimbursed to us within 3 to 5 business days and have obtained no answer. They just keep passing the ball along and are giving us no response as to when we will receive this money back into our accountBusiness 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 closed
their payroll account with Paychex, but they continue to be debited for payrolls.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:05/23/2025
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.
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 PartnerInitial Complaint
Date:05/23/2025
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.
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,
******* ******
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 ManagerInitial Complaint
Date:05/22/2025
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 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
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