Complaints

This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  2 Court Street Suite #403 Binghamton, NY 13901

  
• 

  Paychex, Inc.

  335 N Wilmot Rd Ste 200 Tucson, AZ 85711-2611

• 

  Paychex

  600 Townpark Ln NW Kennesaw, GA 30144-3729

• 

  Paychex, Inc.

  1551 Mercantile Ave NE Albuquerque, NM 87107

The 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:08/07/2023

  Type:Service or Repair Issues
  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 hired Paychex to do my payroll because they said they specialized in small businesses. I was quoted a fair price which I agreed to. It was supposed to be $34.30 plus $1.60 for each employee per pay period. I only have 3 employees. Very invoice was much more than quoted. I have addressed this with 5 different representatives at this company with no answer or refund of the difference. Paychex was also supposed to file my quarterly payroll liability which they failed to do which resulted in a $344 penalty. I also requested thru email on June 16, 2023 to end my service June 30th, 2023. I was charged again on July 15th. Please help me get refunded the difference that they overcharged me. I am a small company that can’t afford this right now.

  

  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 they have experienced billing overcharges and a missing ********* State filing for Quarter 1 of 2023. 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 ******************* or ************ Sincerely, Ashley R***** Client Service Manager, Dedicated Service Center

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  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.

  Our company contracted with Paychex for payroll services. One thng I insisted upon was that we receive training / onbaording before we had to process our first payroll. We received our first email attempting to schedule training/onboarding the day that our first payroll was due. I should not have proceeded, but 2023Q2 was beginning. We had errors and omissions on the first 4-5 payrolls that we processed. We received just adequate service in rectifying these errors, and some credits towards invoicing. However, EVERY invoice that we have received (and paid, via ***, autopay--a requirement of their service) has been incorrect. I have emailed the person who claims to be the regional manager many times. All that i have received are assurances that someone will contact me to remedy this. We have recieved $1,000 in credits towards invoices, which is a fraction of the $4,000 and growing errors in billing. Not to mention the extraordinary waste of time required by my company to learn and correct our setup in their payroll system.
  Another example of poor service--I had to setup the chart of accounts in their system myself with only support to answer questions. The salesperson assured me that they would be setting up all of these features in their system.
  I have subsequently requested help in setting up their tool that is supposed to integrate the several platforms we use to recruit. I have yet to receive a call/email to schedule time to learn how to use that feature.
  I am terribly dissapointed in the service. The previous payroll service was run far better than this company. They did not offer as many integrated services, but we have yet to benefit from them. And we are paying much more.
  The biggest impact to my company has been the damage to morale from making errors in payroll.
  IF you were to try Paychex, I suggest you start with basic payroll and add services after they prove they can execute. We are likely to switch again during our slow season.

  

  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.
  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,
  Ashley R*****
  Client Service Manager, Dedicated Service Center 

• Initial Complaint

  Date:07/30/2023

  Type:Service or Repair Issues
  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 was hired to do one job: pay taxes for ***** * ***** attorneys at law in Bend, Oregon: they claim they paid them. They took money from our bank account that appears to do to tax agencies. Yet both the IRS and Oregon claim they did not received one dollar of the THOuSANDS we paid in 2021 and 2022. We also paid in 2023 before terminating our arrangements due to such complete incompetence. Paychex claims they will send us proof they paid “tomorrow”. After several months, we still have not received proof of payment of taxes for Oregon and IRS. The money went somewhere from our bank account and it wasn’t to us. So where is our money, Paychex, and why have you still not given us proof? We keep getting notices of taxes due when we should have a federal and state REFUND. We are now being issues penalty and interest. Why can neither agency find that your paid them like we hired you to do, with money you took from us? This needs to be resolved now. Not tomorrow (which turns out to be a lie). Now.

  

  Business Response

  Date: 08/03/2023

  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 has not paid or filed payroll tax returns on behalf of the
  business named above. Sent multiple requests to previous specialist for proof
  of payments.
  As of this date, all requested reports of tax collections and proof
  of tax payments have been emailed to the client, as this was their
  request. 
  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ****************** ** ************ *** *******
  Sincerely,
  Jennifer G****
  Client Service Supervisor
  Paychex Inc 

  Customer Answer

  Date: 08/07/2023

  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,
  
  Sonia *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  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 as owner of a business. ******* ********** LLC.
  Paychex was my payroll service provide for 5-6 years. During that period the service was always subpar and trying to get issues resolved was very difficult.
  Last month I received a notice from the state of NJ for past due SUI. Apparently Paychex never updated the withholding amounts and was short paying my SUI for about 2 years. I now have over $3000 od shortage and interest I owe. I have been trying to resolve this issue with Paychex as I feel that they have some degree of responsibility. I have submitted a claim through the link they provided me and have the information but cannot get a response.
  I have tried the message and call several times and can't get anyone to give me any information.

  

  Business Response

  Date: 07/25/2023

  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 there is a balance due to New Jersey Department of Labor. 

  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,
  
  Jennifer K****
  Client Services manager

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ***** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  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 moved from Paychex flex to the Paychex PEO on January 1 2023. It has been an ongoing nightmare since. They are charging exorbitant fees for services that they don't provide. I have to call several people to get answers to questions for emails I have to wait 3 days for an answer. They recently took $8996.09 out of my account stating its 401k but no one can provide information or a statement of what the charge is for. This PEO is a total disaster. There is no support, they say they provide HR services I get a blanket email on occasion pertaining to HR that is sent to all their clients. I want to transition out of Paychex PEO and now based on this disaster I want totally away from Paychex. I have been a customer of theirs for 10 years. I'm tired of the stress of constantly trying to clean up the messes they create. I pay thousands for a service that claimed to save me time. They have eaten up 100's of hours of my time.

  

  Business Response

  Date: 07/21/2023

  Thank you for your inquiry regarding ***** ******** ********* ****** ***. Paychex takes complaints from our clients very seriously.
  We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ***** ******** ********* ****** *** stated that fees were too high, lack of support and delayed responses, as
  well as HR and 401(k) debit concerns. 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 taken care of for the client. If
  you have further questions, you can contact me at ******************** and ************ *** ******* Sincerely, Lacey K***** 401(k) Client Relations Partner 

  Customer Answer

  Date: 11/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. There was money taken out of my checking account on 11-29-23 when I left Paychex September 30, 2023. This is the charge PAYCHEX EIB INVOICE X048 / PAYCHEX EIB INVOICE *************** $35,515.00 I know part of it is to satisfy final Labor and Industries they charged admin fees in the amount of 16299.00. Then on 11-30-23 they sent another invoice to again charge for Labor and Industries in the amount of 16366.56. They plan on taking that money on 12-1-23. I have asked for my bank account to be removed from their system and they refuse. I cannot remove my account that part of the system is locked to only Paychex employees.  The admin fees were  not to be charged they agreed I could leave due to the ongoing problems. I have proof in an email that these charges would not occur.  
  Regards, 
  
  **** *********************

  

  Business Response

  Date: 12/13/2023

  Thank you for your inquiry regarding ***** ******** ********* ****** **** Paychex takes complaints from our clients very seriously.
  We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ***** ******** ********* ****** *** stated they were charged termination fees when they were told these fees
  would be waived. It was discovered that the client was charged termination fees
  as well as several valid charges regarding their ********** ***** and ********** account. Paychex had paid these amounts on behalf of the client. I have
  attached Quarterly Reports that show the totals for ********** **** I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******* ********** *********************** or ************** * ********  Sincerely, Patrick M********* PEO Sr Client Advocate ************** * ******

• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  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 a company that will raise your price with no remorse. I was being charged $27 per payroll for a one person company. Then the rate was increased to 3 times that price. My fault for not noticing but I figured it was taxes or quarterly reports. After complaining they lowered the price to $67 with a credit for a few cycles but nowhere near the extra charged. I canceled service then received my year end bill for reports (year end fee adjustment, quarterly end delivery adjustment, year and handling adjustment, 1099 processing adjustment, W-2 processing adjustment) totaling 279 with 150 towards a year end fee that could only be explained as fee to produce the reports that I was already paying for.
  
  Very slick dishonest company, stay away.

  

  Business Response

  Date: 07/11/2023

  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 he was
  unhappy about being charged for the quarterly and year-end filing fees, W2, and
  year-end processing fees after canceling his service.  
  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,
  Chris D***
  Client Service Manager 

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  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 are a company and we hired Paychex as our payroll firm. They were not doing the job as it was supposed to be done and kept forgetting to file quarterly reports and other issues. We left them and knew they are trying to charge us a money to be removed from 401K, also they are trying to charge us a transfer fee, but we did not transfer anything.

  

  Business Response

  Date: 07/11/2023

  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 that they were
  not satisfied with Paychex’s services and were not happy with the 401k fees. 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 a* ************ ext. ******* or by
  email at *******************
  Sincerely,
  Zach C****
  Client Relations Service Partner

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  
  
  

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  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 payroll at the beginning of 2023. During that time they did numerous things like: writing paper checks for my employees, and charged numerous late fees, and other fees I never okay'd for them to do. They were also never discussed to me. I hired my own payroll person at my company in April 2023 and fired Paychex. Unfortunately I am still getting billed for their services as if they were my current payroll company, which they are not. I have talked to several "managers" and other people at paychex about having them close my account. They still have not closed my account or sent me an email to this affect. I still get monthly/bi-weekly billing statements from them. I want to be completely discontinued from their services and emails. Please help me close this business out of my business. They have been zero help. This business is predatory and should be checked into throughouly. I was also billed for tax preparation, which they stated they will not be assisting with since i was trying to cancel my account.

  

  Business Response

  Date: 07/11/2023

  Thank you for your inquiry regardin* ******* **** **** * ********* **** 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 they are continuing to be billed for Paychex services and their
  account is still open.
  Attached are the details. We have made several attempts to contact the client and share this
  update since receipt of this complaint. We ask that they please contact Madison
  F*********** at extension ******* so we can attempt to take care of the matter.

  Sincerely,
  Madison F***********
  Client Service Manager

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  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 originally contacted paychex in December of 2022 to request a new specialist who handles my account. I requested a manger or anyone with the ability to fulfill my request about 5 times with no response, until about 5-6 months after the first request. About a month ago they finally answered me and fulfilled the request. Today I found out they reversed my request with absolutely zero notification. Paychex is putting my business at risk by not allowing me to submit my payroll and the amount of errors this specialist that they switched me back to almost shut down my business in Arkansas. I don‘t know why they are discriminating against me but this is not right to do to someone and I would like an explanation because when I contacted them through the app they would not give me any answers as to why they are doing this to me. Please help me find out why they are putting me at risk like this. Thank you.

  

  Business Response

  Date: 07/06/2023

  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 he was reassigned
  to a Payroll Representative which he previously requested not to work with due
  to errors on the account.
  As of this date, I have attempted to reach the client via phone
  and have sent a follow-up email to the client.

  Attached are the details.

  I believe the issues have been taken care of. If you have further
  questions, you can contact me at ****************** ************ **** *******

  Sincerely,
  MichelleT****
  Manager, Client Service 

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  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.

  Dates of Service - All of 2022. We have asked for documentation for every debit and credit they have taken out of our checking account. I have done an audit of our payroll account for FY 2022. There are manual checks not entered in their software, one employee has over $2,000 taken out in taxes which was a clerical error on their part. It was not corrected in there software, so the employees W-2 shows he paid $2,000 more in taxes than he really did. There are paychecks that appear to be written by Paychex and Just Sprinklers also wrote a manual check. Because payroll in wrong we have had to file an extension on our taxes and are unable to complete our insurance audit. Quarterly reports are incorrect and need to be refiled. We need to be provided with all documentation we have requested and need to know how Paychex is going to handle the errors in our W-2's sent to employees and in all the incorrect tax filings with state and federal agencies.

  

  Business Response

  Date: 07/05/2023

  July 5, 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 they
  have been seeking assistance with reconciling their bank account and payroll
  expenses for 2022.

  To protect the privacy of our clients, we have responded
  directly to the client and BBB in an effort to resolve the matter.

  The client has a single point of contact to assist with
  resolution going forward. If you have further questions, you can contact me at ******************* or ***** ******** *********
  Sincerely,
  Bryan L* *** ***** Sr.
  Client Service Manager