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:11/07/2023
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.
On April 26 I notified PAYCHEX we were moving from to another payroll provider and
that we will no longer use their services because of the extensive fees they charge
amouting in over $1,000 to manage our 401k plan. All of the paperwork was
submitted however Paychex continued to charge us fees, $100 per month per user. It
is now 7 months later and Paychex continues to charge us a monthly fee even
though they confirmed the 401K plan was terminated. One of our employees
recieved a check in the mail in September even though the plan was not closed out.
Ive sent several requests and complaints about the continued charges for an account
that is supposed to be closed. I was told there was $0.50 cents left in one of the
stocks and thats why it still is not closed out. Not only have I not recieved the
thousands of dollars in the 401k but they have charged almost $1,000 in monthly
fees after we cancelled all of their payroll services. I had to cancel my bank account
to stop them from taking money out. All of this information is documented with
reponses in writing and a clear paper trail. I dont feel like I should have to pay an
attorney to get this straigtened out. I am shocked by the lack of organization and
customer service from this company.
Business Response
Date: 11/08/2023
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 they
were continuing to see charges for Retirement Services despite termination in
April, and that despite attempts to request more information, they had
continued. Additionally, concerns
regarding a recent involuntary distribution were not answered to your
satisfaction.
As of this date, I have spoken to the client, and confirmed these
charges were for the HSA. It was
expressed that these should be stopped, but termination paperwork was never
supplied to the client, so Paychex will terminate immediately and refund all
charges ($75/month) dating back to April.
From a 401(k) standpoint, we have been in communication with the
client regarding his concerns regarding his 401(k) funds. There was a fax issue
that cut off some information which caused a check error. We are in the process
of reissuing the distribution check with the correct payee information.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************.
Sincerely,
Michael B***
S125 Service ManagerInitial Complaint
Date:11/06/2023
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 have been a customer of paychex since 2019. Prior to 4th quarter 2022 I had very little complaints. For the past year Paychex has not filed any quarterly tax reports with the state of nevada since. When addressed i was told that paychex was not active in the states portal. I did what was need to update. On the states portal. This was March 2023. After updating the reports still were not filed. I received letters from the state. When I would bring it to the reps attention i would get we paid the reports. I would call the state and they are not paid on there end. When questioned more I was switched reps. This year I have had 3 different reps. I continue to get different answers as to whats going on. All the while the taxes are not being paid. In the package that I pay for covers the filing of the reports. I still got letters from the state about delinquent reports. I ended up filing quarter 4 of 2022 and quarters 1 and 2 of 2023. I just received a email on November 3rd saying they can’t file my reports. Im done with this company. At this point it is scam. Collecting tax money and not filing the reports. This is ridiculous.Business Response
Date: 11/17/2023
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 tha* ******** ********* stated Paychex had not successfully filed tax returns to the ****** SUI department since Q4 2022, nor did we pay the due liability that Paychex collected for those periods. ******** ********* stated they had made the tax payments and filings themselves to resolve the outstanding items with the state.
I believe the matter to be addressed for the client. If you have further questions, you can contact me at ***************************
Sincerely,
Madison F***********
Manager – Dedicated Service Center, Paychex IncCustomer Answer
Date: 11/17/2023
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:11/02/2023
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 would like to complain on Paychex, a payroll company with which my business has had a particularly distressing experience. My intention behind this complaint is not only to bring their questionable business practices to light but to also seek a resolution to the troubles they have caused my organization and my employees.
1. Lack of Service Transparency: Paychex has is adding charges to our bills without any clear warning and/or explanation. This kind of billing practice is truly questionable and it puts our CPA practice under a negative light in our client’s eyes as there are unexpected payroll service fees that pop up randomly.
2. Technical Difficulties: Paychex online portal, which is meant to simplify the process of handling payroll, had missing links, preventing us from processing payroll in a timely manner. Despite multiple calls to their service department, it took an unacceptable amount of time to rectify the issue.
3. Payment Errors: One of my client’s employees did not receive their direct deposit due to inaccurate bank information. Not only was this was a significant nuisance, but the subsequent solution was to charge us an additional $58 fee to send the employee a check for the missing funds.
4. Unclear Pricing Model: We were recently informed that if we processed more than one payroll, we would need to upgrade to a more expensive plan costing $32 per week. This was not mentioned in our initial discussions when we were shopping for a payroll provider.
Our experience with Paychex has been very frustrating and time consuming. Every step of the way, we have encountered issues that have caused financial strain, wasted time, and placed undue stress on our operations. Given the frequency of these issues, I am left with no choice but to switch to a different payroll provider. However, before doing so,I demand that the executive management of Paychex address the above-mentioned concerns. We deserve transparency in fees, reliable service, and timely resolutions.Business Response
Date: 11/06/2023
Dear Lou Ann:
Thank you for your inquiry regarding ****** ******* INC.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur.
It is my understanding that ****** ******* stated he was
billed incorrectly for processing payroll and in addition was charged for an
extra processing which he was not made aware of the additional charge.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ***************** ************ ********
Sincerely,
Nicole B****
Strategic Relationships ManagerInitial Complaint
Date:11/02/2023
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 will not return our calls regarding the tax issues they have caused us. They were hired by our small business in 2018/2019, and we enrolled in tax pay. They did not pay taxes on our behalf as they should have, and now we owe about $3000.00 and have incurred a lien. This company keeps you on hold and states they will "escalate" the issue, and someone will call back. I never received a callback, ever. This has been for almost a month now. Terrible customer service. Everyone claims "not my department". One employee has been helpful. She looked into the account and stated it was their (Paychex) fault, and she's not sure why it's taking them so long to fix the issue. We have incurred a lien due to the incompetence of this company. Resolution: Paychex needs to work with me and the Comptroller of ******** to advise if and how these payments were made. If they were not made, they need to pay it. If they paid it, they need to advise how they paid it ex, the account number used to pay, how much was paid etc. Paychex used two different account numbers (not sure why) but they need to disclose all information to the Comptroller of ********. I have submitted all the paperwork to Paychex from the comptroller specifically stating what they need to do, but they have yet to advise me or the Comptroller of ** when they will rectify this problem.Business Response
Date: 11/13/2023
Thank you for your inquiry regarding ******* ******** ******* LLC. 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 ******* ******** ******* LLC stated Paychex did
not make payments to the agency properly resulting in a lien on their account.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************** ** *************
Sincerely,
Michael G******
Manager, ENS Operations SupportInitial Complaint
Date:10/31/2023
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 using Paychex for my company’s payroll. I stop using their services in March 2023. They failed to file my company’s G7 to the state of Georgia. I am now getting countless letters from the state of Georgia asking for documents. I’ve been contacting Paychex non stop and I keep getting the run around. They refuse to do the job and keep emailing excuses.Business Response
Date: 11/01/2023
Thank you for your inquiry regarding ******* ****** Co 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 ******* ****** Co LLC stated they were using Paychex
for their company’s payroll. They stopped using our services in March 2023.
They are stating that Paychex failed to file their company’s G7 to the state of
Georgia. The client is now receiving letters from the state of Georgia asking
for documents.
As of this date, I have spoken to the client.
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 ******************* ** *********** ********.
Sincerely,
William L***
Manager, Client ServiceInitial Complaint
Date:10/30/2023
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.
MY NAME IS ****** ******* MY COMPANY IS ********** LLC IWAS A FORM CLIENT OF PAYCHEX PAYROLL COMPANY. I RECEIVED A NOTICE FROM THE IRS REQUESTING 4th quarter 2021 944 form showing proof that they have made payment ro the government. It is now going on 2 weeks and I have requested this documents from several different representatives and have received nothing . This is very frustrating . I called the company today requesting to speak with a supervisor I was constantly push to different resprensetatives no supervisor. I hires and paid this company to do a job in the year of 2021 and apparently they did not do. This company is horrible and I will advise people to stay away. This is exactly why I left this company no customer service skills at all.Business Response
Date: 11/08/2023
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 they requested
a 4th quarter 2021 form showing proof payment was made due to a letter
received by the IRS.
As of this date, I have spoken to the client.
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 *********************Sincerely,
Danielle T******
Client Services Manager
Initial Complaint
Date:10/30/2023
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 paying them to do my payroll and they have a guarantee that they will back you up when they make an error. They apparently forgot to do my first quarter 941 filing (did the 2nd & 3rd quarters ok) and filed it in the third quarter of 2020 on paper, also odd. This caused a cascade of problems with the IRS for me. When I called them to tell them, they blamed the other payroll company and refused to help me or even admit that it was they who had filed the report. I have emails to this effect. Weeks of emails and phone calls by me to them and the IRS finally solved the problem and that is how I found out about it...NOT due to them helping me at all.Business Response
Date: 11/09/2023
Thank you for your inquiry regarding *** ******** ****** Limited Liability Company. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle y disputes that may occur.
It is my understanding that *** ******** ****** Limited Liability Company stated that Paychex had forgotten to file the 941 for quarter 1. As of this date, I have called the client on 10/31, 11/2, and 11/3 and the call was disconnected when I mentioned I was from Paychex. Due to being unable to speak with the client after multiple attempts we have been unable to work towards resolution. We ask that the client please contact ******* ****, at ******paychex.com or ************ EX ******* so that we can attempt to resolve the matter.
Sincerely,
******* ****
Client Services ManagerCustomer Answer
Date: 12/12/2023
Thank you, I did speak with a man for what it is worth and as expected, there is nothing they can do. I am not longer a customer, they failed me, you cannot go back in time. I just want small business to know. The man I spoke with finally very nice , but it was a useless exercise. The complaint must stand.Initial Complaint
Date:10/16/2023
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.
We are a Medicaid homecare company based in Southfield, Michigan. We were made aware that a payment was returned from a previous payroll. I contacted PayChex to verify their claims and make arrangements to pay the balance if it was owed. Since then Paychex has blocked access to our records from the entire time we were with them. We need access to our records to continue our investigation and pay the balance if one is owed. Our company ID is ******** and the name of our company is * ****** **** ****** Inc. We are unable to pay any balance without records to balance our books. I've called the collections department several times and they have been rude and unhelpful. We would just like to put this behind us. Please assist. Thank you.Business Response
Date: 10/26/2023
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 * ****** **** ***** Inc stated
Paychex was blocking access to records.
As of this date, I have reached out to the client on October 18
and October 25, 2023 and have not heard back. It was found that the client has
a payment that was returned, resulting in the account being canceled due to the
outstanding balance of $8,184.99 for payroll, payroll processing, and
collection fees. The account being canceled is why it cannot be accessed.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *********************
Sincerely,
******* ********Initial Complaint
Date:10/04/2023
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 Withdrew an Unauthorized amount from my Business account on September 22,2023 , which has crippled my Account and I was unable to pay my employees , Paychex has not refunded the amount back into my account after they spoke to me last week on September 27,2023 it should have been refunded into my account 3-5 business days .
Today I had to call Paychex back spoke with them over an hour and got transferred 3 times now I'm being told that with will be an additional 48 hours for a refund and it wouldn't even be in the full amount which they withdrew $ 235.50 they are only refunding $ 198.00Business Response
Date: 10/09/2023
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 withdrew an unauthorized amount from his business account and he was
unable to pay his employees. He also
stated he has not been refunded the amount back into his account after he contacted
Paychex. The client also expressed concern that he would not receive the full
amount which withdrawn. As of this date, the client was able to work toward resolution with the help of a Paychex manager. If you have further questions, you can contact me at ***************** / ***** ******** ext.
*******. Sincerely, Chris D***Client Service ManagerInitial Complaint
Date:09/29/2023
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.
This company was my payroll service provider for many years. Last winter, they decided to start charging a minimum monthly fee which would be waived if you used enough of their services. I asked several times to have this charge reversed, and it was, usually fairly promptly. On July 15, 2023, I canceled my service with them formally by letter. On August 10, they billed me again. On August 21, I discovered the charge and asked to have it reversed. I was told it might take ten days. I checked in on the 8th day and was told that the request had been denied because they said I owed them for a December charge, which I was never made aware of until this date. The agent said that she would take care of it and refund the charge, but it might take ten days. On the 7th day I followed up because the agent said she would contact me after the 5th day and didn't. She said the credit was still processing. After the tenth day I followed up again, but got no response. On September 22, a different agent told me that the company had made another mistake and actually owed me 4 times what I had previously indicated I was charged, but it would take "a little longer" because the other credit had already been issued. I contacted Paychex on September 28 because I still had not received even the original amount they took from me. I got no response. On September 29, I received an email that there was new invoice (a charge) on my account- which I closed and canceled in July, over two months before. I called Paychex- this being the 9th contact I had to make- to figure this out. The person who contacted me on the 22nd: Her phone was a dead line. Her manager: out of the office. I finally got my original contact person, who said that there had been a credit issued on September 22 and that there couldn't be a new charge because the account was closed. She claimed the credit they had on record was about half what I was told it would be on September 22 by the other agent. See asked to put me on hold, which so far has lasted 15 minutes, to try to get the crediting department. I'm currently on hold, I currently have not received any credit or refund from Paychex, and I have no idea when or if they will ever deal with this issue. This is ridiculous.Business Response
Date: 10/09/2023
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
that they did not receive refunds that they requested from Paychex, the fees
were regarding Minimum Billing. As of this date, the client was able to get assistance from the manager at Paychex. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** ************ ********* Sincerely, Stephanie L**** Client Service Manager
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