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:08/25/2023
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 new company and outsourced our payroll and tax pay to Paychex since opening in January of 2023. We provided our unemployment ID number and other pertinent information to Paychex in order to pay our quarterly taxes by June of 2023, but received a delinquency notice from the PA state unemployment office stating our unemployment reports were never filed. We reached out to Paychex and were told a clerical error had been made and they would resolve it immediately and pay the late fees, interest and fines assessed by the state. However, shortly after that we received an auto-email from Paychex stating the unemployment number we provided was incorrect and they were not able to file the report. We then re-verified our unemployment ID number and were informed by the state we had provided Paychex with the correct number. Over the course of the next month we attempted to reach out to Paychex for resolution via phone and email (communicating mostly with supervisor Leeta). However, a month later there has been no update or resolution. We are requesting Paychex complete the job they have been hired for and file our unemployment reports for the quarters since we have been open as well as pay the interest, fines assessed by the state due to Paychex's delinquency in filing the reports.
Business Response
Date: 08/31/2023
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 provided their unemployment ID number and
other necessary information to Paychex to collect and pay their quarterly taxes
by June of 2023 but received a delinquency notice from the PA state
unemployment office stating their unemployment reports were never filed.
As of this date, I have spoken to the client.
Attached are the details.I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ********************* ** ************ **** *******.Sincerely,
Alan ********
Manager, Client ServiceInitial Complaint
Date:08/22/2023
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 employer uses paychex. We contacted his representative the other day about federal taxes not being the proper amount coming out of paycheck. When we spoke to her she gave us the percentage for social security and Medicare being with held but when asked about federal she stated it looked good. We explained that 16.20% is suppose to be with held. When we received our next paychecks the taxes are still not being deducted properly.Business Response
Date: 08/23/2023
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 one
of their employees had concerns with how Federal withholding was being taken
out of her paycheck. To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ***************** / ***** ******** **** ******** Sincerely, Chris D*** Client Service ManagerCustomer Answer
Date: 08/24/2023
This is the paycheck I received after speaking to the representative with my boss. The federal taxes at that point are not correct. I will receive another paycheck on 9/1. I will know then if they have now corrected it.Initial Complaint
Date:08/22/2023
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 continues to send me weekly payroll texts for a company I have not worked for since September 2020. I have requested by phone call, email and by texting "STOP" to their texts but they disregard my requests.Business Response
Date: 08/25/2023
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 ******* *****
was receiving weekly payroll text message reminders even though no longer
working for the business. To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ************ *** ******* Sincerely, Heather R*****Client Service ManagerCustomer Answer
Date: 08/25/2023
I have reviewed the response made by the business in reference to complaint ID ********. I am not certain if this resolves my complaint until a couple weeks pass without receiving a text message.
Regards,
******* *****Customer Answer
Date: 09/05/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
Previous complaint ******** shows resolved - the issue is not resolved. I was told I would no longer receive text messages from Paychex. Last night, August 31st at 11:21 pm, I received a text message (photo attached). Please help. Thank you, ******* *****
Regards,
******* *****Business Response
Date: 09/08/2023
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. The client was able to get resolution with the help of a Paychex Supervisor. The details of our resolution are attached. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ************ *** ******* Sincerely, Heather R***** Client Service ManagerInitial Complaint
Date:08/21/2023
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 June 26 2023 I was sent a docusign to move to a $87.33 per payroll ********** program in order to get assistance with certified payroll. I repeatedly asked and showed a plugin on their site for LCP tracker that I was looking to purchase and was assured the $87.33 plan would provide me the payroll report to upload into LCP tracker. After setting me up on the ********** I could not get ahold of my account representative for any explanation of the added services. Next I was alerted by paychex, during review of another issue, that I was being overcharged . In the last 6 pay periods I have made over 5 attempts to get this resolved and I am told it is getting fixed but my payroll continues to be overcharged. Every attempt at customer service ends with them saying they are notating my account and I should get a call within 24-48 hours. This call never occurs- They have currently overcharged me $333.36 in payroll costs to date. This has been the worst experience I have ever had with any company and I have countless hours begging for support without resolution.Customer Answer
Date: 08/23/2023
Second complaint On July 3, 2023 I received an email that after paying for tax pay all of Q2 they were canceling my taxpay. I immediately alerted Paychex and they assured me they would resolve and all was fine. I have lost countless hours on the phone begging for resolution. They notate my file and never have resolved. They are unresponsive and have now put me in a situation with the IRS. complete the taxpay that was paid for and handle all fees from the IRSBusiness Response
Date: 08/23/2023
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 have been seeking assistance with resolving a billing issue, as
well as unpaid payroll tax liability for Q2 2023. As of this date, I have spoken to the client, in which a thorough
review of the complaint was conducted, and necessary steps take to resolve both
concerns. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ***** ******** ********* Sincerely, Bryan ** *** S**** ***Client Service Manager Paychex Inc.Initial Complaint
Date:08/18/2023
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 have had services with paychex for 10 plus years. I have notified them that I have my personal accountant and they continue to file paperwork and charge me for services I have no need for. I want my money refunded for the years I've been charged over the years that I've stated I clearly have no use for. This is fraud.Business Response
Date: 08/23/2023
Thank you for your inquiry regarding ******* **** ******* **********.
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 ******* **** ******* ********** stated
we filed the 5558 form and charged them for the filing.
To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ************ ext. ******* or by email at *******************
Sincerely,
Zach C****
Client Relations Service PartnerInitial Complaint
Date:08/14/2023
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.
I have recently learned that Paychex did not file quarterly taxes for our company for the 3 quarters in 2020. I have called Paychex numerous times over the past 2 weeks. Several client service representative have reported that the taxes were never filed, however they do not know why. I have asked, on at least 5 occasions to speak with a supervisor, messages left, but I never receive a response from anyone regarding these concerns. I am concerned that Paychex received funds from my company to pay the IRS for quarterly taxes, but then never filed. This is fraud as the funds were removed, but not paid to the government. The IRS will at some point penalize my company for unfiled taxes, however this is not my companies fault, and finally our company is unable to received ERC funds that we should qualify for because Paychex did not file quarterly taxes for 3 quarters which is a requirement for ERC consideration. Based on the numerous complaints regarding the same issue noted on this BBB page related the unfiled quarterly payroll taxes, I will be contacting the state Attorney General to file a complaint of fraud by Paychex, I will also be pursuing a class action lawsuit as there are numerous companys affected by the poor business practices of Paychex and neglience in resolving customer concerns. I will also file a complaint with the FTC. Clients will be held accountable for these fraudulent and negligent business practices of Paychex and this is wrong. There are too many complaints of the same issue and this needs to stop.Business Response
Date: 08/16/2023
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 Paychex did not file Q2 2020
through Q42020, 941 with the IRS.To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ************ **** *******
Sincerely,
Mike G******
Manager, ENS Operations SupportInitial Complaint
Date:08/11/2023
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 has neglected to file tax returns and remit proper tax amounts to numerous state tax agencies including *** York, ***** ********, ******* and *********. This has resulted TWN countless hours in research and follow up. In multiple cases, we have had to file the returns and pay the tax and penalties to avoid escalating issues.
Responses from Paychex regarding these matters are less then acceptable. They do apologize and state that they will research the issues but resolution does not result. In one case we were told that it would take 20 weeks for the company to file our return and remit payment of funds that had been withheld from our employees' payroll. It is not legal to withhold taxes from an employee and not remit them to the appropriate taxing authority.Business Response
Date: 08/17/2023
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 that ********** ******* **** stated that
Paychex did not file tax returns for several agencies and remitted incorrect
tax amounts to the agencies. They had not seen resolution to issues or were
told of extended wait time for resolution. To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter.
If you have further questions, you can contact me at ******************** or ************* Sincerely, Michael G****** Manager, ENS Operations SupportCustomer Answer
Date: 08/25/2023
Our returns have now been filed. Thank you for your assistance in resolving this matter.Initial Complaint
Date:08/11/2023
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 is still charging me fees for services. I laid off my employees in Jul of 2021 and asked them to cancel services at that time. On Feb 6th of 2022 I asked them to cancel services again. On March 30th 2021 I spoke to someone and they said they did not get the request and I needed to fill out paperwork. I faxed this item in. On Jul 18th 2022 I again stated I asked for all of my services to be cancelled. The Workers Comp portion of their company finally cancelled and backdated my request to 9/13/2022
I would like my services cancelled effective to the back date of my first request and to be reimbursed for the money they keep taking from my accounts.Business Response
Date: 08/28/2023
Thank you for your inquiry regarding **** **** **** ***.
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 **** **** **** *** stated that Paychex is
still charging fees for services after they have asked to close their account. To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ************ ******** or by email at ********************** Sincerely, Tiffini H****** Manager – Dedicated Service Center PaychexInitial Complaint
Date:08/10/2023
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 own a small business (currently 7 part-time employees), and wanted to offer a retirement plan to help retain them. I signed up with Paychex for a plan, which is currently costing me $230/month. The State of Connecticut is now offering free retirement plans to small businesses. This will be a huge cost savings for my small business. I contacted Paychex, and was told that it would cost me $1,500 to cancel my account. I did an onboarding process with Paychex where they detailed the plan, and they never mentioned this cancellation fee to me. I would never have signed up if I knew there was a $1,500 charge. My attempts to have this canceled or reduced have been denied. I feel that charging this to a small business without explicitly stating it in our onboarding process is a predatory practice. $1,500 is a lot of money for our business, and will create a hardship for us.
When I contacted the State of Connecticut about switching over the plans, they said it would not be a lot of work to change it over, which contradicts what Paychex has told me.Business Response
Date: 08/16/2023
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 not aware not agreed to the fees associated with terminating their
Pooled Employer 401(k) plan.
To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* ** ************ * *******
Sincerely,
Patrick M. J****
401(k)/S125 Team LeadInitial Complaint
Date:08/09/2023
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 have been paying for a paychex flex account. Part of the account/package I pay includes "tax pay" which involves paying and filing returns for FED and State (CA).
Paychex did not file or pay my 2022 Q3 and Q4 state taxes.
I have been working with them for 8 MONTHS to get this resolved. It took months just to have them file the late returns after repeated requests.
There is a $1,936 penalty that was deducted by the state for the late filing. I have around 100 emails documented. I generally had a wait time of 4-8 weeks between each response. Each time there was a response, the response was after the stated timeframe.
The latest response indicated I would need to wait 25 business days to determine if the penalty would be covered by Paychex.
I can provide the 100+ emails, but it will be difficult to follow. I am sure you can call and speak with the supervisor directly about the situation as we have had 10-20 phone calls.
This is a cut and dry case. Our agreement includes paying and filing quarterly taxes. They did not fulfil the agreement. They need to pay the fine.
Please contact ***** ****** who is the supervisor ***** ********Business Response
Date: 08/17/2023
Thank you for your inquiry regarding ******** ******** ********* ***. Paychex takes complaints from our clients very seriously, and we
appreciate the opportunity to help resolve any disputes that may occur.
To protect the privacy of our clients, we have responded directly to the client and BBB in an effort to resolve the matter.
If you have further questions, you can
contact me a* ******************* ** ************** ********* ********
Sincerely,
Tarik S****
Manager, Client Service
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