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:06/26/2023

  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 canceled the service because of poor service, none of the HR and payrol services were provided while several withdrawls were made for our business account.
  I have sent a cancelation letter, called and emailed staff and they still are withdrawing funds from our business account.

  

  Business Response

  Date: 06/29/2023

  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 there was a delay in the termination of the 401(k) plan and was still
  getting charged.
  As of this date, I have spoken to the client.
  Attached are the details. I believe the matter to be taken care of to the client’s
  satisfaction. If you have further questions, you can contact me at ************ **** ******* ** *******************

  Sincerely,
  Zach C****
  401(k) Client Relations Service Partner

• Initial Complaint

  Date:06/21/2023

  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 see in the complaint sections that Paychex is using a generic system to state that all complaints have been resolved. To start with, my complaint to date has not been resolved and until my situation is resolved I will keep my complaint up until my situation is resolved then, I will take it down. If you see my complaint, my situation is not resolved. Paychex, without my authorization, took funds out of my account and refused to return the funds. The representatives were of no help as well as being rude in the recovery department. They authorized monthly payments, adding insurance that I did not consent. I use outside insurance companies so that I will not have a conflict of interest when it comes to all the additives that Paychex has a tendency to stack on. But they take the initiative on their own without your consent. Please beware of this company. They will benefit their own self by adding on additional fees and services that you do not need and or authorize. They will call you relentlessly pertaining to other products that they want to push on to you and lie about the fact that you are needing those products. I had a rep to call me and stated that I, by law, needed to sign up for a program that they had to offer but, when I did my own digging, I found out that I did not have to sign up for this program. These people are the worst and I will be moving forward with my next steps in the attempts to recover my funds that was extracted from my account without my authorization and illegally.

  

  Business Response

  Date: 07/10/2023

  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 had an unspecified amount debited from their account and that they could
  not get support in determining the cause. It is also my understanding that they
  stated funds were withdrawn from their account for services that were not
  agreed to.
  As of this date, I have spoken to the client.
  Attached are the details.
  Regarding the services the client stated they did not agree to, we
  have made several attempts to contact the client since receipt of this
  complaint. We ask that she please contact ****** ****** ** ************ ******** so we can attempt to resolve the matter.
  I believe the issue to be taken care of to the client's satisfaction
  in regard to the unspecified amount. If you have further questions, you can
  contact me at ************************ ** ************ ********
  Sincerely,
  Dal M C**********
  Client Service Manager-Paychex, Inc.
  And
  Tyler M*******
  Manager,
  Property & Casualty Operations
  
  

• Initial Complaint

  Date:06/19/2023

  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.

  In order to pay the proper amount of tax due in California and Oregon I need to know how the taxes are taken out of our employee's paychecks. This would involve whether or not I would increase their salaries or give them bonuses. I spend over a week in an attempt to speak with someone at Paychex only to be sent from one individual to another (by email). I wasted a huge amount of my time attempting to receive the professional advice from a company I hired and pay. Paychex is very unprofessional, incompetent and downright rude.

  

  Business Response

  Date: 06/29/2023

  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 were not getting their questions answered and were being passed from
  person to person.
  As of this date I have spoken to the client and was able to assist ****** with getting her questions answered.
  I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at ******************** ** *** ******** *********
  
  Sincerely,
  Robert P******
  Market Manager
  

• Initial Complaint

  Date:06/13/2023

  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.

  Paychex Tax has failed to file our taxes correctly, or file them at all for multiple states. We have been fined multiple penalties from the various states for which Paychex failed to pay them, and Paychex refuses to answer emails or phone calls about the topic. They claim they will answer all emails within 15 days, but payments need to be paid by a certain date. If Paychex causes the delay or causes the penalties or fines due to their error, they should be responsible for paying those fees and not the business.
  
  Paychex is the worst business I've ever worked with and I strongly feel they need to shut down operations before they continue to hurt other businesses.

  

  Business Response

  Date: 06/19/2023

  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 Paychex
  failed to file and/or pay taxes for multiple tax agencies and were not
  experiencing acceptable turnaround times for research and response (15 days).The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our 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,Alicia Br******* Client Service Manager 

• Initial Complaint

  Date:06/12/2023

  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 enrolled with Paychex the later part of last year in November. Each time I used the service I was charged more than my contract. I emailed Zach H** to let him know. He apologized each time and offered 3 months of service. this continued you to happen so much, I stopped using the service. I was continuously charged - different amounts each time. I called Zach and spoke with him and advised my account continues to be debited. He and I went through my account and totaled the amounts that were debited. It amounted to 372.00. The following day 272.00 was debited. He reported he would work on it but the amount has not been refunded. I was refunded 372.00 but not the 272.00. I have sent several emails with the following H**, Zachary T. Cc: G****** LaTonya; B****, I***** Kelle; A******** Kim. They continue to ignore my emails. I spoke with Kim A******* and she advised the money could not be reversed as the payment had not posted at the time. As of today 06.12.23, 178.00 was debited today from my account. I emailed and they have ignored that email and phone calls as well. As of today I am owed 450.00

  

  Business Response

  Date: 06/18/2023

  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 they
  were charged more than what was expected.  After
  requesting account to be closed they will billed again.  Also still due a refund from those charges. The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our 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 ###-###-#### ***********@paychex.com .

  Sincerely,
  Mark W*********
  Implementation Manager

• Initial Complaint

  Date:06/09/2023

  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.

  Paychex is by far the worst and most unethical company that I have ever dealt with in my life. I used them for my one employee business's payroll and 401k in 2021 and 2022. One of their managers, Michael P. Z***, then contacted me and told me they had MISTAKENLY WITHDRAWN MY 401K CONTRIBUTIONS FROM ANOTHER' CUSTOMER'S ACCOUNT! Apparently Paychex uses very manual processes, and you can see from the other BBB complaints these types of errors are extremely common for them.
  
  He then rudely demanded I immediately pay the money back through a series of harassing emails. I explained because of medical bills the money had already been spent and his mistake had put me in a terrible financial situation. He then tried to trick me into signing an agreement that gives them the right to charge me AN UNLIMITED AMOUNT OF INTEREST AND FEES if I pay the amount they wrongly deducted from another customer's account off over time.
  
  Do not EVER work with this company! They have terrible financial controls, and from BBB complaints it's apparent they make these types of "mistakes" all the time. If they make a mistake they will not apologize or care about the harm they've caused you at all, they will just expect you to bear 100% of the cost of their negligence and incompetence. I've switched to Rippling and I am 100x happier since Rippling does not have this track record of making egregious errors with their customers' money.

  

  Business Response

  Date: 06/20/2023

  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.  The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our resolution are attached.

  If you have further questions, you can contact me at ******************* ************ ********* 
  Sincerely,
  Sherry T*****
  401k Client Retention Service Partner

  Customer Answer

  Date: 06/20/2023

  Sherry's response to my complaint is completely false. They did not resolve the complaint at all. Instead, Michael reiterated his demands for me to bear 100% of the burden of Paychex's negligent financial mistake. I emailed Sherry and the Paychex reviews team to resolve this complaint. They did not respond at all, either in this email thread or in my email thread with Michael. Michael not only demanded that I bear 100% of the burden of Paychex's mistake, he also tried to trick me into signing an agreement where I would owe Paychex massive amounts of interest and fees if they make another mistake like this and assign my payment to another customers' account. Finally, Michael also tried to trick me into making this clear business liability into a personal liability. I absolutely refused these unreasonable demands, and this situation is still not resolved. I will attempt to work out something reasonable with the business but they HAVE NOT resolved this complaint, and it's very dishonest of them to claim that they have.

• Initial Complaint

  Date:06/06/2023

  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 received a $1400.00 check from the State of Minnesota saying it is an overpayment of witholding tax. We have been trying to get help from Paychex for 1 month between phone calls and emails. We've been referred to Supervisors. Never an answer and nobody returns our calls. We hire a company to do payroll because we don't have the time. The amount of our time wasted and still no answer is just terrible customer service. We don't know what to do.

  

  Business Response

  Date: 06/12/2023

  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 received
  a refund check from Minnesota Withholding and is unable to reach a Paychex
  representative to research and resolve. The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our 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 Manager
  
  
  

  Customer Answer

  Date: 06/15/2023

  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:05/29/2023

  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.

  WHEN WE SIGNED UP THEY WERE SUPPOSED TO FILE QUARTELY TAXES, THEY HAVE NOT, THEY WERE SUPPOSED TO TAKE OUT WORKERS COMP BASED ON OUR WEEKLY PAYROLL, THEY DID NOT, THEY WERE SUPPOSED TO FILE QUARTELY FEDERAL AND STATE AND UI, MEDICARE, MEDICADE, SS TAXES THEY DID NOT. THEY NOW SAY THAT WE ARE RESPONSABLE TO PAY THE TAXES... AND THE WAY THEY SCREWED US... THAT IS NOW TRUE... WE NOW OWE THOUSANDS OF DOLLARS TO WORKERS COMP AS THEY DID NOT PAY CURRENT WAGES. THEY PUT ON OVER 800.00 ON FEES AND NEVER GAVE US AN INVOICE OR REASONS, I HAD TO FIGHT TO GET A SCREEN SHOT OF THEM... I ASKED TO HAVE SOMEONE IN ATHORITY CALL ME, NO ONE HAS EVER TRIED, NO ONE HAS EMAILED NO ONE HAS EXPLAINED THE HORENDOUS FEES CHARGED, NO ONE HAS EXPLAINED WHY THEY NEVER FILED ANY TAX RETURNS NO. THIS IS A VERY BAD CUSTOMER SERVICE COMPANY. NO ONE KNOWS ANYTHING AND THEY STICK TO IT.

  

  Business Response

  Date: 06/02/2023

  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
  Paychex did not file quarterly taxes and that it’s their responsibility to make
  tax deposits. They also stated Paychex did not take workers compensation out
  based on their payroll.
  The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our resolution are attached.
  I believe the matter to be resolved to th client's
  satisfaction. If you have further questions, you can contact me at ******************* ** ************ *** *******
  Sincerely,
  Lauren K*****
  Sr. Service Partner – Escalation Specialist
  Paychex Property & Casualty Insurance Services

  Customer Answer

  Date: 06/05/2023

  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.

    First off PayChex DID NOT contact me at all about this matter at all!!!!!!!  They are correct in the Workers comp, as Workers comp sent me the information I needed.  Paychecks did NOT contact me or show me any proof of any filed taxes, they should have copies of the filings they sent, I did check the State of AZ and that is showing as paid now. Federal taxes I do not have proof that they ever filed any taxes.  They charged us over 800.00 in fees, they did not explain that or even mention that. They also start out every complaint with the same verbiage. They are just as non-responsive to you as they are to me. They only feed you what they want to feed you. Addressing all of the matters would be ideal, and CONTACTING ME WOULD BE A REQUIRMENT FROM THEM, EXPECIALLY WHEN THEY SAID THEY CONTACTED ME....

  
  Regards,
  
  *** *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/23/2023

  Thank you for your inquiry regarding ******* ******* Makeover LLC. Paychex takes complaints from our clients very seriously. We
  appreciate the opportunity to help resolve any disputes that may occur.
  The
  client was able to get assistance from a Paychex Supervisor. As of this date,
  the issues were taken care of according to the client update. The details are
  attached.

  If you have further questions, you can contact me at ****************** ** ************ **** *******

  Sincerely,
  Ellie M****
  Client Service Manager

  Customer Answer

  Date: 06/23/2023

  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:05/19/2023

  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 process payroll and file the necessary tax forms with the IRS. Paychex collected all the fees, and negligently filed the wrong form with the IRS (filed IRS quarterly 941 instead of annual 944). I received a rejection letter from the IRS. I contacted Paychex multiple times and attempted to escalate the issue to the supervisor for resolution. Each time they would email me back telling me its pending to be re-filed with the IRS. This issue has been more than 10 weeks, and I have sent numerous emails following up. As of today, they have failed to correct their mistake. This is by far the worst company ever.

  

  Business Response

  Date: 05/24/2023

  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 were incorrectly set up as a quarterly Form 941 filer,
  instead of their accurate filing schedule of annual Form 944, and have been
  trying to fix this for a few months.
  

  The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our 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,
  Madison F***********
  Client Services Manager.

• Initial Complaint

  Date:05/16/2023

  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 filed my taxes incorrectly. They then tried to charge me to amend my employee's W2s. Obviously I wasn't going to pay for their mistake, so after they agreed to not charge me, they charged me $3,737.00. Upon seeing the invoice (#2023042700), I contacted Paychex before the auto pull date to inform them I was being incorrectly charged. Along with that email, I referenced the correspondence from them saying I would not be charged. Paychex responded and said "let us confirm this and get back to you". Meanwhile, the person responding was the same one who told me I wouldn't be charged. Obviously they don't confirm it or get back to me and I get charged $3,737. Fast forward over a week from my initial email and I have been refunded today in the amount of $2256.57. Where this number came from I have no idea. I told them it was wrong, they once again said "we'll confirm and get back to you". What is their to confirm? I was charged one amount, you refunded me a lesser amount. I am legitimately convinced they purposely delay things and screw things up to make an upset client's life more difficult. There is no accountability. They are free to do whatever they want and obviously no one is paying attention to all the mistakes they are making. Every complaint on here is the same. Incorrect charges, delayed refunds, poor explanation of services or charges etc. Who is overseeing this company? Why are they allowed to continue doing so? If their annual report looks good, its probably because of all the incorrect charges on people's accounts.

  

  Business Response

  Date: 05/17/2023

  
  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.

  The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our resolution are attached.

  Sincerely,
  Heather R*****
  Client Service Manager