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:05/16/2023
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.
Paychex employees' are poorly trained to resolve situations and they provide incorrect information to their clients. Their 401K department are unprofessional and unethical. In January of 2023, I decided to terminate my payroll and 401K services. It took several calls and different people to get the process going and forms signed. Throughout the process, no one mentioned any fees or any remaining balances. Once I was informed the termination of my 401K was finalized, I saw an amount of $118.34 taken from my account so I called to make sure it was the last withdrawal. Ms. D****r said "Nothing else would be taken out of your account." In 3/22/23 $1500 was removed from my account without any notice or authorization. I inquired and after waiting an hour, through several call transfers, and hang-ups, I got the same lady. She said it was a mistake and that it would be refunded. Later I received an email from her saying it was a "termination fee" I inquired to Ms. D****r where this termination fee was written in the agreement. No reply! Later, I was informed that $916.58 was due as a remaining setup fee and I requested to know when this money would be withdrawn. I NEVER GOT A ANSWER TO MY QUESTIONS. I pleaded to be referred to someone that could help me answer questions directly. I was never informed when the remaining money would be withdrawn. It was automatically removed 5/12 WITH OUT WARNING!
This unexpected and unauthorized withdrawal of $2,416.58 caused substantial harm to my business and unnecessary stress. PAYCHEX WAS UNETHICAL. They lack consideration of a business owner's time and emotional and financial wellbeing. I have not received any explanation about the termination fee or shown where it is in my agreement. A termination fee was never informed to me at the beginning and they have never sent an invoice regarding this fee. They defrauded my small company of thousands and I have yet to hear from them about anything.
Business Response
Date: 05/22/2023
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,
Sherry T*****
401k Client Retention Service PartnerInitial Complaint
Date:05/15/2023
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 February 8, 2023 submitted a request to close my account and withdraw all funds. The account was closed on February 15, 2023, However the funds were never dispersed. I was then told I needed to open an online account to request the funds. I did that but my funds were no longer listed as available. I talked to multiple people who could not figure out how to get my money to me. At one point, someone noticed that some of my personal information was incorrect. I was told that they cannot correct it unless I send my social security card and drivers license. They told me they had no way for me to send this information securely, and there was no physical office that I can drop off copies. I have spent hours on the phone and have many emails, but there is still no resolution. In addition, after I closed the account, they continued to charge me my monthly fee. They did eventually waive those, but it took both emails and phone calls for them to correct their error.Business Response
Date: 05/26/2023
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 he had attempted multiple times to request his
distribution from his retirement account starting the beginning of February
2023. The misinformation, and lack of ownership to seek resolution through
multiple phone calls and emails has resulted in frustration, and inconvenience.
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,
Sariah G****
401(k) Client Relations Service Partner
Phone: ************** **** *******
*******************Initial Complaint
Date:05/15/2023
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.
paycheck will charge 6 different time for the exact same thing.
in 2022 i use to process payroll with paychex and every two weeks they use to charge me per direct deposit. and no cost to on board in employee No issues there
i left paycheck because *** had a better on boarding to store document, but left them to get with paychex again in April
in April 2023 not only you get charge per direct deposit but
per employee payrun fee
per employee administration fee and
monthly fee for user and
monthly fee for hiring manager
in another word you will pay 5-6 fee for each employee just to process payroll every two weeks
that is a completely rip off and
the quote they gave me does not make sense. I got quote 54 employees to be charge $208 but i got charge 768 they were able to credit back some money.
Here is the kicker i process 51 I got charge 268 dollars. look at the attachment. bottom line my first month and half I've paid 1500 in fees.Business Response
Date: 05/23/2023
To Whom It May Concern:
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 he didn’t understand the charges for our services and felt he was
being overcharged.The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's 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 ***************** or at ************** **** ********
Sincerely,
Kathy F***
Implementation ManagerInitial Complaint
Date:05/12/2023
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 approached by the ERTC department with Paychex Inc in November 2022.
They stated that I would have my refund in no more than 60 days. I agreed to a fee of $7,400.00. This has been paid.
As of May 11, 2023 the IRS has no record of ever receiving any tax amendments on my behalf.
I have requested multiple times from Paychex by email and phone that my amended returns be presented to me.
Additionally, since they have not done their job, I am requesting my fees that I paid returned.
Paychex has not completed the job I paid them to do. This is not what I agreed to. The IRS does not take 6 months to receive a package. Furthermore, if Paychex Inc. has sent by ***** (as they have stated) there would be tracking information.
I have requested tracking information multiple times.
I would like a refund for services paid and not delivered.
I have no amended returns and no proof of shipping!! This is theft from a small business owner!Business Response
Date: 05/16/2023
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.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ***************** ************ **** *******
Sincerely,
Emily R***
Operating Risk SupervisorInitial Complaint
Date:05/10/2023
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 was approached through the payroll company Paychex about their merchant services in March 2023. After some contemplation, we decided to move forward but with one very specific requisite - that they are able to process payments on an EFT every 4 weeks as is our billing cycle. When I was assured that this criteria could be met by our representative Tyler Y****, I proceeded with the merchant applications. On April 13th I learned during my onboarding session with ****** that it CANNOT process EFT payments every 4 weeks. I was greatly disappointed but seeing as how it didn't disrupt my business in any way as of yet I was relived to have at least learned this early on. Now, for the issue at hand: I was charged for the two credit card processing machines that I cannot use due to their providing me with inaccurate information. I asked multiple times where I could return the machines as they were unused with the exception of my own personal training. They hadn't even had a CC swiped on them. I was told after nearly 3 weeks of asking for my accounts to be cancelled (all the while receiving emails from them threatening to cancel my services for non use to which I was begging them yes PLEASE! I have been asking!) that ****** will not accept a returned terminal. So I have 2 unused terminals, that I paid for but cannot use due to their own incompetence, and I am supposed to do what with them? I would like to be able to send these back and be refunded what I paid. Let me note that I have never been contacted directly at ******, only through Danielle at Paychex Credit Card Processing and without even an apology for the inconvenience. Absolutely horrendous customer service. Since my signing of the merchant application, I never heard from Tyler Y**** again, even after multiple attempts.Business Response
Date: 05/12/2023
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 misleading information regarding when the deductions would occur for billing.
As of this date the client was able to get help with the resolution from a Paychex supervisor and the issues were resolved per the clients update. The details of the resolution is attached.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* ************ **** ********
Sincerely,
Brenda D****
Supervisor of Merchant ServicesCustomer Answer
Date: 05/15/2023
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:05/09/2023
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 cancelled my Insurance with Paychex/Hartford Ins on 1/13/22 and switched to ************* **** Over a year ago, 1/13/22, I emailed Holly R******, a senior payroll specialist, informing her that we were not continuing both our payroll or insurance services with them, effective 1/31/21, the day our insurance with them lapsed.She said it could be cancelled on the date our new carrier binded our insurance, 1/17/22, which I said was fine. Her contact information is on the attachment. Paychex attempted to do ACH transfer from my checking account for $6640.00 on 5/6/22, which we stopped payment on, & again yesterday, 5/8/23 for $19280.00. When we stopped payment on the first attempt, Paychex contacted a law firm, ********* ******* * *****, a collection firm and attempted to add another $2324.00 to the bill. I also had lengthy conversations with ******* ****** a *** service representative. ***** ******** *** ******** *********************************. In our conversation, she agreed that the policy had been cancelled and she had proof that we were insured with another carrier. She also agreed to waive the week gap in insurance coverage & tell the law firm to stop its collection efforts. We thought this matter was care of until we got another request for payment of $19280 on April 25, 2023. As a resolution, I want them to release this money, close the file & have no further contact with us.Business Response
Date: 06/06/2023
Thank you for your inquiry regarding ***** ***** ***** Inc.
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.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* or by phone
************ *** ********
Sincerely,
Lauren K*****
Escalation Specialist
Sr Service Partner – Paychex Property & Casualty
Insurance ServicesCustomer Answer
Date: 06/16/2023
I spoke with Lauren K*****, Sr service partner with Paychex, and she made it clear right after she introduced herself that her company wasn't involved and she had no intention of doing anything. That contradicts a reinstatement notice dated 2/25/22 that lists Paychex as the broker and a letter from attorneys for Paychex dated 5/17/22 that specifies Paychex as the contracted party (see attachments). Twice during my conversations with Paychex (5/22 & 5/23), I was assured that since the time question was so short (1 week) , the invoice would be wriiten off. In fact, in May 2023, a Paychex supervisor, Alex S******, assured me the matter was taken care of and I would receive no more calls. Lauren K***** demanded I show her written proof. Conveniently. I was never provided that. Far from seeking any solution, the demeanor of Ms. K***** was openly hostile. I read her response to you and nothing she wrote was true. There was no resolution, no supervisor's intervention and I was certainly not satisfied. She made it abundantly clear that the purpose of the call was to end the complaint and she was doing nothing else.Business Response
Date: 06/26/2023
Thank you for your inquiry regarding ***** ***** ***** Inc.
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 ***** ***** ***** Inc stated that
Paychex continued to attempt withdrawals from their account after cancellation
of their Workers Compensation policy with The Hartford for the amounts and
dates listed below.The
client was able to get assistance from a Paychex Supervisor. As of this date. The details are
attached.If you have further questions, you can contact me at ******************* or by phone
************ *** ********
Sincerely,
Lauren K*****
Escalation Specialist
Sr Service Partner – Paychex Property & Casualty
Insurance ServicesInitial Complaint
Date:05/08/2023
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 received a plan distribution letter in the mail. Apparently an old employer of mine was terminating their contract with paychex and I had a 401k plan with the company. The letter stated my money would be moved to an Involuntary Individual IRA account or paid out to me by check. I waited a month and never received a check or any notification that the money was moved. I logged into paychex website and noticed the money was gone. I called them numerous times and was told different information each time. First they told me the money was moved to ****** ***** and to call them. I called and they had no record of me or the money. 2nd time I call paychex they said the money was moved to ********** ****** Again, I call this trust company, no record of me or the money. I call paychex asking for my records. They send me a 957 report which clearly shows I had an account with over $3,500 in the account but not sure where it went. They said they would investigate. I received an email today stating my request has been rejected, I never had a 401K account with them and was never a participant. The 957 report clearly shows I had an account and contributed. Paychex is giving me the run-around and basically saying the money is gone, never had an account and are unwilling to help. I need my 401k money paid out to me. I am in complete shock that a company can just steal my money I had invested for years.Business Response
Date: 05/16/2023
Dear Lou Ann:
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.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at
*******************
Sincerely,
Sariah G****
Client Product Relations Specialist
Paychex 401(k)Customer Answer
Date: 05/16/2023
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.Thank you for your assiatance.
Regards,
***** ********Initial Complaint
Date:05/04/2023
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.
My employer uses Paychex's payroll services, I had an issue with my 2022 W2., I contact my employer on Jan. 18th and they contacted Paychex to correct the problem and issue a corrected W2. Paychex told my employer it would be 4-6 weeks and I'll have my corrected W2, 8 weeks later my employer contacted Paychex for an update and was told it would anther 4-6 weeks to process the request and was told I should have my W2 by 5/3/23 . My employer was in contact with Paychex on 5/3 and again they were told it'll be yet anther 4-6 weeks to process. There was no explanation given for the continuous delay in processing a corrected W2.
It is unacceptable to have to wait 6 months to correct my W2.Business Response
Date: 05/09/2023
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.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************** or ************ *********
Sincerely,
Misty
P*****
Client Service Manager- MPSC ServiceCustomer Answer
Date: 05/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20018407, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
Date:05/04/2023
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.
My account was closed with Paychex Jan 2023. Final payment was paid on 2/3/23 for all 2022 year end expenses. I was charged for an additional $120 on 3/2/23. I have spoken to several members of Paychex and it’s been stated that the issue will be resolved and a refund will be made however after months of going back and forth I have not received a refund or an explanation as to why I am being charged when I am no longer a customer.Business Response
Date: 05/10/2023
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.
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 ******************* or ***** ********* **** ********
Sincerely,
Laurie J*****
Implementation ManagerCustomer Answer
Date: 05/12/2023
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:04/30/2023
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.
We closed our corporation ********** JULY 2021. We cancelled bout contract with PAYCHEX one year ago. We were billed 8 months ago by Paychex $328.16. Our Accountant Mr Brian G***** informed Mr A**** from Paychex that this billing is inappropriate as corporation had no employees for Payroll and preparation of taxes in Mich for corporation that has no employees is not necessary. Pay Chex referred my account to ******** law group - a collection agency. They sent me many threatening Emails and letters in mail. I paid the bill ( I should not have) about 2 months ago but threatening letters and emails coming despite my sending them copies of cashed check twice. Finally I received an email from Natasha Minnick from collections that my account is all settled and closed.Business Response
Date: 05/08/2023
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.
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
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