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 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:05/12/2025
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.
I called Paychecks to get my 401k money rolled over. It is handled by ******** and cannot understand a single word. It is charging me $75 dollars to get my money back which is never heard of. I need my $75 back.
Business Response
Date: 05/20/2025
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 that
they were displeased with the processing fee incurred for distribution
requests.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####, Ext
*******. Sincerely,Aleida B****401(k) Client Relations Service PartnerCustomer Answer
Date: 05/20/2025
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:05/08/2025
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 have a seasonal business that ends in October and sometime from the team enrolled me in a 401k plan without my knowledge or consent in September at the very end of my season. When my season started again in April I couldn't enroll employees and was saying something about their 401k. When I called paycheck they wanted to change me almost $2000 to cancel something they illegally put into my account. I'm sure they get commission to sign people up for the 401k plan and these people are doing it without consent and need to be held accountable. I asked for the documents that I supposedly signed and they failed to provide them for me.Business Response
Date: 05/19/2025
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 a
seasonal business and someone from Paychex enrolled them in a 401(k) plan
without their knowledge. When the client reopened their seasonal business, they
discovered they were being billed for the 401(k) plan and reached out to
Paychex to terminate this service. Client claims there were unaware of the
setup of the plan and refused to pay the $1,500 termination fee associated with
terminating this service.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or at ###-###-####
********.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### ********Initial Complaint
Date:05/05/2025
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 was quoted $60/month for 1 employee check monthly. I am that employee. I was told the first month was unsucessul due to missing information to file with IRS. I called numerous times at that point to cancel their service due to it being unnecessary according to my accountant. They were near impossible to get ahold of to cancel no one would return my calls. At this time they charged me $126.42 for whatever reason I was told it would be $60. Everything was half off if i signed with them at that time. And they also withdrew the taxes in the amount of $318.00. The next month came around and i was charged another $159 still have no idea what this amount was for. I got someone to reply to my email and agree to refund the $159. When my account was canceled a few weeks prior to that i no longer had access to the online portal to have any of my records. I got ahold of a lady towards the end of February by calling the main phone line she researched my account and agreed to refund the initial $126.42. She said it may take a couple weeks to see the refund hit my bank. This has never happened. She also informed me that Paychex supposedly sent the IRS the $318 in taxes. and i would receive a paper check from them in April. Who is receiving check? And how if i never gave Paychex the proper paperwork to file per their numerous information sent to me when i as trying to cancel. I cannot get ahold of the IRS they have no record of the $318 payment for my business or my personal self. So i am not sure how I am supposed to get a live agent to help I was given nothing from Paychex. I keep trying to call Paychex and they keep hanging up on me and now they are just forwarding me to voicemail and ignoring my calls. This is theft!!! when they were trying ot get me to sign up with their company they called me 3 or 4 times a day until they got what they want lied about costs no invoice was ever $60 and when i try to cancel I am avoided and none will return my money that is due to me.Business Response
Date: 05/07/2025
Dear Sir or Madam: 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 had been overcharged for services and were looking to find out where the
tax funds of $306.00 were.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:04/30/2025
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 failed to make my payroll tax deposit in 2022. When the IRS came calling in 2024, Paychex lied to me and said they had made the deposit. They had not. The IRS recorded liens and seized my refund. I am out over $20k in interest and penalties. Paychex admits it is their fault but refuses to do anything about it.Business Response
Date: 05/05/2025
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 Paychex failed to make my payroll tax deposit in 2022 and our
client received a notice from the IRS which included penalty and interest. 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,Karen M*******Senior Service ManagerCustomer Answer
Date: 05/05/2025
1. Why did it take six months, countless emails, etc., to get them to do anything at all?2. Why did they blackmail me by saying I need to accept their settlement proposal or hire a lawyer on the other side of the country, then pay an arbitrator as well as a lawyer, to get compensation?Paychex is just awful! BTW, look at their other reviews. They get crushed everywhere.Initial Complaint
Date:04/30/2025
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.
I spent hours trying to speak with someone from Paychex today. I need a copy of my pay stubs that were processed by Paychex. They told me I need to contact my employer but the employer is out of business. I logged into my PaychexFlex account and they removed everything from it since they are no longer paid by the employer. Regardless, I still need my records. They told me to contact the IRS but the IRS does not have my paystubs and they have an inaccurate W2 because before the company went out of business, they had errors on their W2s. So the IRS is trying to charge me the taxes twice. My accountant needs my paystubs. There is no way to call anyone at Paychex. I spent hours in the chat talking to multiple agents, some of which disconnect from you within the first minute without even responding to the inquiry. It has been a complete nightmare. I need the documents that belong to me, that Paychex was paid to produce. I need to actually talk to someone from there who can help and not be limited to a chat box where the agents are rude and purposely disconnect. What a nightmare of a company! I am a business owner and use Paycor, highly recommend them! They answer the phone and help my employees.Business Response
Date: 05/02/2025
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 ****** ****** LLC stated that
they were looking to obtain a copy of employee check stubs and experienced
issues in doing so when reaching out to Paychex. ****** ****** also indicated
issues with W2 amounts being inaccurate. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at **********************Sincerely,Alicia B********Client Service ManagerCustomer Answer
Date: 05/02/2025
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,
******* *******Initial Complaint
Date:04/29/2025
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.
Complaint against Paychex
Filed by: **** *********** Summary:
In January 2024, I signed up for Paychex services (Payroll, Time and Attendance, and 401K) with a negotiated 87% discount on Payroll and Time and Attendance. I was told the discount would not expire, only adjust if base prices changed.
However, reviewing my statements for late January through March 2024, I found:
The Time and Attendance discount was removed.
The Payroll discount was reduced to around 45%.
My biweekly payroll charges rose from $60–$70 to $260–$280, without notice.
After contacting Support, I was told discounts "expire after a year" and must be manually renewed. This contradicts my original sales agreement. After escalation, the 87% discount was reinstated — but only moving forward — resulting in overcharges of $900–$950. I was offered a few free months as compensation, which does not cover the overcharges.
Concerns:
Transparency: I was told the discount would stay unless pricing changed. It was removed without notice.
Confusing Billing: Services are billed separately through different portals, making it difficult to monitor charges.
Unreasonable Burden: It is not reasonable for customers to manually request renewal of a promised discount each year.
Bait-and-Switch: Promises made at signup were not honored once I was fully integrated into their system.
Loss of Trust: Discovering hidden charges makes me question continuing with Paychex.
Positive Notes:
Support has been responsive when contacted. I also value some Paychex features and pricing compared to alternatives like ***** and ***.
Resolution Requested:
Refund of the $900–$950 in overcharges.
Written confirmation that the 87% discount remains in place without needing yearly renewal.
Dedicated support representative to monitor and resolve billing issues proactively.
I would like to continue using Paychex if these concerns can be fully addressed.
Consolidated bill for clarity with Services
**** *********** ** ******* ***Business Response
Date: 04/30/2025
Thank you for your inquiry regarding ** ******* LLC. 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 ** ******* LLC stated the 87%
discount expired without warning and his account was charged for lesser
discount for several pay periods. The
business was expecting a refund for the difference in charges for those pay
periods. 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 ****************** ###-###-####Sincerely,Nicole B****Market Service ManagerInitial Complaint
Date:04/26/2025
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 have two restaurants both formally using Paychex for payroll. Left company after several of my invoices were incorrect and they were late with state filings, resulting in late penalties that Paychex then argued with me they should not have to pay. Constant financials incorrect so put in a notice of departure. Both accounts were closed on January 21 and paid in full. In February they took a monthly fee from both of my businesses. I contacted them - they agreed this was incorrect. They refunded one of the businesses but not the other, and assured it would not happen again. In March they once again took a monthly fee. I then contacted them again on Mar 31, firstly about the February payment not being refunded to one of the businesses and secondly to get a refund for the March incorrect billing. They stated I would be refunded in 5-7 business days. That did not happen. Contacted again on Apr 14. Was told refund in 5-7 business days. That did not happen. Contacted again on Apr 23. They asked me to check my account again. No refunds to either. I was then told that accounts payable said the refunds were issued and to check my accounts before I contacted them again. I checked both accounts again and as of today (April 26) no refunds have been giving to either. Refund owed to 1st restaurant (******** ***** LLC) totals $17.12. Refund owed to 2nd restaurant (** **** ******* LLC) totals $14.98. I know this does not seem like a lot but over the 2 years I was with them, I constantly was mischarged and had to argue for my money, including 3 months in a row of being charged over $300 a month incorrectly. I constantly had to follow up with Paychex on refunds and this is no different. And to now be total 'accounts payable said this has been refunded' when it has not is leading me to believe they will stop responding to my emails shortly. I am asking for help in rectifying this situation as I believe we are at a stalemate. Thank ypu.Business Response
Date: 05/05/2025
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 due an additional refund based on billing amounts collected and returned
over a period of 3 months.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 via phone at
###-###-####, x *******.Sincerely,Christine P*******iHR Area ManagerInitial Complaint
Date:04/23/2025
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.
Every year Paychex charges me for 1099 and W-2 processing. This year there was an error made on my 1099s and an amendment needed to be made. I was told in writing a specific amount I would be charged to have this amendment performed, and if I didn't object within 48 hours the charge would be made to my account and the amendments completed. Although the reason for the error is in dispute, I agreed to let them amend them so I could have my reports completed in time to have my CPA complete my taxes, Therefore, I did not object and let them complete the amendment.
Paychex then charged me 50% more than they had agreed to. Additionally, although a new 1099 was generated, the old 1099 still has not been removed. Despite indisputable evidence that I was overcharged, Paychex refuses to correct their error.
I have been trying now for 6 weeks to get my "account specialist" or their supervisor to respond to my concerns. Neither person will return phone calls or respond to emails. Any calls made to other customer service reps end with the promise that the issue has been escalated and I will be contacted by a supervisor. I have yet to be contacted.Business Response
Date: 04/28/2025
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 ***** **** ***** stated they
were incorrectly billed for amended returns and incorrect tax returns still in
our system.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************, ###-###-####Sincerely,Debbie P******Client Service ManagerCustomer Answer
Date: 04/29/2025
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:04/23/2025
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.
We were a former client of Paychex for both our payroll and 401K benefits. We canceled our account in December 2024 because of lack of support and ability to get ahold of anyone. They were very difficult to work with. Since our cancelation we have been charged:
- 2/3 - $458 - EIB Invoice
- 3/14 - $187 - HRS payment
- 3/27 - $1500 - HRS payment
- 4/11 - $187 - HRS payment
We have tried calling NUMEROUS times with an inability to get anyone on the phone. The couple times we have gotten through the person forwards us to someone else who does not answer or the call drops. We have left messages, sent emails and there has been no support. We finally talked to a woman named Lynn who was very nice but said she was unable to help with any of the charges because of who she was in the company. She gave us 2 other contacts who have not returned our calls or emails.Business Response
Date: 04/30/2025
Thank you for your inquiry regarding ********** **** ********** * ********* LLC. 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 ********** **** ********** * ********* LLC stated that they were incorrectly debited for 401(k) services.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ****************** ** ************ *** ********
Sincerely,
Aleida B****
401(k) Client Relations Service PartnerCustomer Answer
Date: 04/30/2025
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:04/22/2025
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.
I am filing a complaint against Paychex due to predatory practices, ongoing payroll issues, and a complete lack of accountability. From the beginning, I was placed on the wrong platform—something I believe was done intentionally so a representative could earn a bonus. As a result, I have never had a clean or accurate payroll during nearly two years of using their service.
The most damaging issue involved unauthorized withdrawals from my business bank account, causing major financial strain and making it difficult to meet payroll and vendor obligations. When I contacted Paychex, the response was unprofessional, dismissive, and lacked any accountability. Instead of taking responsibility, their communication implied that I, the business owner, was to blame for their mistake.
Throughout my time with Paychex, I was met with empty promises, poor follow-through, and inconsistent information. Their inability to resolve repeated issues made managing my business unnecessarily stressful and time-consuming. When I chose to leave and switch providers, they delayed releasing vital account data, further complicating the transition.
I am requesting a formal apology, reimbursement for financial losses and overdraft fees, a full review of how I was initially onboarded, and immediate cooperation in releasing all remaining payroll data. My experience with Paychex has been mentally and financially exhausting, and I believe other small business owners deserve to be warned.Business Response
Date: 04/27/2025
Thank you for your inquiry regarding ******** **** LLC. 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 ******** **** LLC stated they were
placed on the wrong service package when they were implemented in July 2023.
The client claimed there were unauthorized withdrawal of fees, the client was
not able to obtain account data and requested a formal apology letter.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 ###-###-#### X
*******.Sincerely,Michelle M*******Manager, Client Service – Multi-product Service Center
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