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:04/27/2023
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 initially signed for service with Paychex in January of this year. I signed up for the HR service which was $668 a month. In February I then switched over to the HR bundle plan which included payroll which together should have been around $568. Since I switched over I was not supposed to be paying the $668 for the HR service sonce I rolled it into the HR bundle plan. In February I questioned the bill and was given the run around ever since. I was also working on an employee handbook that I never received. Somewhere between the end of February and March 2nd I asked to cancel the HR plan again. I was still charged for it in March and again in April and is now being charged for the month of May. The charge me the 27th of each month. I have called and left several messages to emails to different people and have not been able to get the problem resolved. I am asking for the amount of 2006.07 be returned to me. I don't get a bill for the HR services alone just the plan I switched to for some reason. When I called billing they could not even find a bill for that service.
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,
Yocely G*****
HR Service- Area Manager
Office: ***** ********* ********
*******************Initial Complaint
Date:04/27/2023
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.
Started the 401k transfer process in September and it was just completed on April 18th.
Reached out to Paychex many times about the $1500 transfer fee because we had stopped using payroll with them. We were told in November that in order to cancel the $1500 fee, we would have to start up payroll with them again.
Multiple people made many calls to Paychex, also to reps Dylan (never answered phone or called back) and Gregory (we were told to contact Payroll at Paychex to no avail.)
On 11/28/22 “You need to go through Sales again. l am not sure how long the transfer takes or needs once payroll is back up. I would think 401k would be able to answer that once we restart payroll services.”
12/2- resent paperwork
12/7- Thank you for your email. After review, we have confirmed your request is in good order! Please allow up to 5 business days for scheduling and next steps in the process.
12/7- The last email was sent in error.- We have run into an issue processing your asset transfer and cannot move forward until all required information is received.
12/14- Our Cancelation Team has received your PEP transfer paperwork and has started the process.
12/30- Transfer Packet Paperwork will arrive in email inbox on 1/4/23
1/23- Run into an issue processing asset transfer, cannot move forward until all required information is received.- no help
1/24- Confirmed your request is in good order! Allow up to 5 business days.
2/3- still in process
2/13- sending paperwork to email EOD that should have gone out 2 weeks ago, backed up because of training.
2/21- still in process
4/3- Estimated Week of Liquidation: 4/10
4/18- finally complete.
This process was a nightmare, no one to help us or give a call back. Paychex dropped the ball big time and kept us waiting for ages because there was no one to get a hold of and they were training. All the while CHARGING me $100 a month throughout the process and trying to take half of what I had in my account for a transfer fee. Outrageous.Business Response
Date: 05/09/2023
Thank you for your inquiry regarding Nectr LLC. Paychex takes complaints from our
clients very seriously. We appreciate the opportunity to help resolve any
disputes that may occur.
The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the clients update. The details of our resolution are attached.
If
you have further questions, you can contact me at ****************** ***** ******** ********
Sincerely,
Sherry T*****Initial Complaint
Date:04/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
So Paychex sale rep contacted me several times, trying to convince me get a 401k with them for my business.
Sale rep was explaining all the options of the plan but never mention that this plan will cost me 1500$.
She made me sign an online ******** but never disclose about the fee, I guess my mistake was that I trusted her and never looked in the paper. That was sole my mistake, but.. when I try to confront the sale rep about it, she never return my emails or answer my calls.
I contact the office manager to try and resolve this issue but they all playing dumb, and basically tells me since I signed the paper it is my problem.
I did not asked them to wave the fee but want them to take responsibility for the sale rep tactics and offer some solution in return, they keep insisting that nothing can be done. I don’t buy it and now they want another 1500$ to cancel the plan.
I present them with the summary email from the sale rep that did not mention anything about a 1500$ fee which lead me to not worry or read the ******** since I did not expected any surprise.Business Response
Date: 05/01/2023
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 our 401k Client Relations team member. The details of the 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,
Sherry T*****
401(k) Client Relations Service PartnerCustomer Answer
Date: 05/01/2023
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:04/24/2023
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 stopped all services with PAYCHEX in January 2023. In February they withdrew $50.00 service fee for benifit's service (No benifit's with them). Called and email and told them to stop and refund the $50.00. February comes around and again PAYCHEX removes $50.00 from our bank account. Called and emailed again telling them to stop and refund now $100.00. March comes around and again $50.00 out of our account now $150.00. No response to calls and emails. April rolls around and again $50.00 and $200.00 taken from our account. Stop payment at bank so they can't hit our account any longer. All this time taking money despite nothing to be serviced. Low and behold on 24 April we get a docusign in email. They want us to sign a document that has stop service on 24 April. Did not sign because I guess they think they would get away without reimbursement.Business Response
Date: 04/27/2023
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 the company’s Section 125 Premium Only Plan should
have been cancelled in January 2023 when Payroll services ended. 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,
Michael B***
S125 Service Manager
Paychex Inc.Customer Answer
Date: 04/28/2023
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.
They sent a response via email they would re-imburse the $120.00. To date that has not happened. I never sent a response to the their email. Plus, it does not explain why they kept taking money out of our account despite our phone calls and emails.
Regards,
*** ******Business Response
Date: 05/03/2023
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,
Michael B***
S125 Service Manager
Paychex Inc.Customer Answer
Date: 05/04/2023
They keep telling you that they resolved with us. We have never made that statement. They have responded by email saying they will re- deposit the funds they took. They only sent that email two days ago and said it would take three days for deposit to happen. Nothing deposited as of this hour. They also sent an e-form yesterday and wanted me to sign saying we terminated service in April. Sent them a response that I won't sign that, because we terminated in January 2023.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,
Michael B***
S125 Service Manager
Paychex Inc.Initial Complaint
Date:04/20/2023
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.
They claimed that my policy was expired when it was canceled. I never received a letter explaining the audit results that they supposedly did, and out of no where they just took 659$ out of my account. No one is responding to my emails or calls. I am furious!Business Response
Date: 04/25/2023
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,
Bill K********
Zone Implementation ManagerInitial Complaint
Date:04/18/2023
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.
Paychex customer service refuses to assist me when attempting to look up a document from my account. While I can log in online, the customer service representative states that she's unable to verify my information, despite giving her name, address, phone number, tax ID, et cetera.
When I asked if there was someone she could transfer me to in order to assist me, she said she couldn't assist me with a transfer because she couldn't verify my information. When I asked to speak with her supervisor, I was told I could not speak with a supervisor because she "didn't have a supervisor." When I challenged her on this assertion, she then stated she couldn't transfer me because she couldn't verify my information.
When I asked who could, she said I'd have to call back and speak with someone else. I again asked to be transferred to that "someone else," and she again refused, stating that she couldn't transfer me without verifying my information.
Her circular arguments do not make sense for a company that has a fiduciary responsibility to file financial forms with various government agencies. I simply need my documents, and Paychex's customer service seems unwilling to assist me.Business Response
Date: 04/26/2023
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.
If you have further questions, you can contact me at ********************* ** ***** ******** **** ********
Sincerely,
Tiffini H******
Client Service Manager – Dedicated Service Center
PaychexInitial Complaint
Date:04/16/2023
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.
Account # ********
- We sold our business back in May 2022 and requested cancellation of the payroll service.
- Every time we conducted Payroll every 2 weeks, Paychex deducted Annual Unemployment tax (FUTA) from our business bank account.
- The amount Paychex was supposed to refund back to us from January 2022 to May 2022 is $101.20.
- The refund was attempted to go back to our bank account via EFT in August 2022 but unfortunately the business bank account was closed early August 2022.
- I have contacted Paychex at least 10 times through email and phone calls but got the run around by the company.
Please send us our refund to our home address and not the business address...
home address - ***** * ******** *** *********** ** ******Business Response
Date: 04/21/2023
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 when
we processed their refund, we sent the check to the old business address where
they no longer are.
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,
Michael Pray
Client Services ManagerInitial Complaint
Date:04/12/2023
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.
Failure to fulfill duties as described and paid for.
Company failed to submit payroll
Failed to file 5 quarters of eed/IRS tax.
I was informed I was removed from the tax service due to an insufficient charge to my account. I was then told that it was an error. I submitted screenshots of my bank account to verify I have always had way beyond ample funds in my account and that my account was always thousands over the attempted charge. They removed me due to a system error on their part and I have been told that paychex would correct Their issue and that they would pay the fines etc I incurred.
I have thousands in additional costs to resolve the problem, fines and have huge liabilities due to paying my employees late - even though I submitted on time.
I had to ask a paychex employee to email me her excuse for not submitting payroll as a way to ensure my team that their pay issues were not my fault.
I have been trying to resolve the filings for several months. They have not responded to my dozens of email/phone call requests. A representative even email me and explained her lack of responsiveness was due to not receiving information necessary to resolve my tax issue.
This company has caused me to have delinquencies with eed/IRS and they refuse to respond and give me the information I need to fully resolve the issue in my own and after several months have not resolved it themselves.Business Response
Date: 05/10/2023
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.
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 ******************** or ***** ******** *********
Sincerely,
Robert P******
Client Service ManagerCustomer Answer
Date: 05/11/2023
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. paychex representative states it is resolved, it is not, he states I did not inform him of the length of time this has taken. That is not true. I spoke to him at length and the problem with the lengthy time is specified in my bbb complaint.This issue is not resolved.
Regards,
Vanessa Hughes
Business Response
Date: 06/02/2023
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 we have not been paying their taxes since December
2021.
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 we have addressed this matter as well as we can
with the information we have at this time. If you have further questions, you
can contact me at ***** ******** ******** or
Sincerely,
Robert P******
Market ManagerInitial Complaint
Date:04/11/2023
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.
01/10/2023
Account number***** *********
***** *** Inc
Paychex did not calculate the last two months of our employee’s payroll totals on their W-2
which is causing a issue on all of the employee’s for filling taxes and getting Mortgage loan qualifications
We have talked to Paychex over 100 times email phone call message it’s all lies.
Every time we called asking for the correct W-2 the last answer was we need 3 weeks to complete the amended report which they miscalculated.
They are amending their mistake and every phone call we receive the same answer in a different format one day its 10days later then 10days latter we call their response is it will take 3 weeks which is a lie again.Business Response
Date: 04/20/2023
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 ************ ********
Sincerely,
Dal M C**********
Client Service Manager- Paychex, inc.Initial Complaint
Date:04/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We would like to share our opinion and file a complaint against Paychex. In the beginning of 2023 we decided to change the payroll system and terminate the contract with Paychex.
The termination process started a few months ago and is still in progress without an understanding of a specific date of termination, Paychex continues charging us for the account we already closed. Due to our opinion, these invoices are unreasonable. There is no clear understanding or explanation of what these invoices should be paid for.
Still, we would like to pay them to end the process and get out of the contract. We made a few attempts to pay the invoices, Paychex billing services don't work properly and do not proceed with these payments, so invoices are still not covered.
Also, they're avoiding giving us a specific date when the termination process will be over.
Important to note, that when they were selling us their services, the salesperson exclusively said it's going to be free for us. Now they are charging us $1,500 for closing the account, they keep charging us $250 per month just servicing an account that was never disclosed to us in the beginning.
So we are in the position where Paychex keeps charging us for the account which has been already closed, and the termination process lasts an unreasonable amount of time, which affects our business negatively.Business Response
Date: 04/13/2023
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 the Paychex plan termination process was taking longer then initially provided and the administrator was not happy with the fee.
As of this date I have spoken to the client, I let the client know that we are going to be expidiating the plan termination process as fast as we can. I also let the client know that we will be waiving the plan termination fee as well.
I believe the matter to be resolved to the client's satisfaction. If you have further questions, youcan contact me at ****************** or by phone ************ **** *******
Sincerely,
Zach C****
401(k) Client Relations Service Partner
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