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:04/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have contacted Paychex via phone and email since January 2023 to cancel my service with them. I was instructed to fill out an online form which I did twice. They started billing me a monthly fee of $58. I told them I would dispute it and contact BBB. I finally received an email on March 2 that they would credit the $58 and close the account. Today, April 5, I received a letter saying they would charge another $58 for the minimum monthly billing. Again, on March 2, an email from support said they would close the account.
Business Response
Date: 04/13/2023
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 they
sent Paychex an email in January to cancel their account
As of this date I have been unable to speak to the client, but did send them an
email summarizing that we have now closed their accounts and are processing
refunds for the charges that occurred after they contacted us to cancel
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ***************** or ************ Extension
Sincerely,
Michael P***
Client Services ManagerInitial Complaint
Date:04/03/2023
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.
On April 4th, 2023 I was overcharge $2967.39 by Paychex I contacted the company several times to try to resolve the issue and keep getting transferd and one rep by the name of Hanny at 6pm on 4-3-23 hung up on me. called back got another rep at 608pm after explaining the issue again i was transfer to another voicemail and told its nothing he can do. I am having no luck with reaching someone who can return my money to my account because they double charged my account. Please assist me in getting my money back and in a timely manner.
Thank you
** ****** ************ *** ** **** ***** *****Business Response
Date: 04/18/2023
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 had
been charged $2967.39, and were unable to receive an explanation as to why. We
had previously contacted the client multiple times, but were unsuccessful and
an email communication was sent along with supporting documentation to help
explain the charge. The client stated this did not resolve their complaint.
As of this date, the client has spoken to our team about the
charge and was walked through their initial payroll, the void that was done,
and then the reissue at their request to offer further explanation into the
charge they received.
I believe the matter to be resolved. If you have further
questions, you can contact me a* ********************* or ************ **** *******.
Sincerely,
Tiffini H******
Manager - Dedicated Service Center
PaychexCustomer Answer
Date: 04/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory after speaking with a young man cant recall his name however, he was of great assistants unlike the other people I previously spoke with that were rude and not willing to assist me. He took his time and demonstrated pure professionalism which resolve the issue.
Regards,
*** ******Initial Complaint
Date:04/01/2023
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 gave us the hard sell to purchase health insurance when we started with the payroll service. We decided to sign onto the plan. They said they would deduct the premium from the employees and pay the premium. They would also administer the entire plan
They deducted the money from the employees and did not pay the premium or administer the plan. They say they left the money in our account however they gave us the wrong amount to put into payroll and did not tell us.
The end result is the premiums did not get paid and the carrier all of a sudden wanted three months premium $18,000 with two days notice before cancellation. They said they would call the carrier to fix the problem. On the day of cancellation they notified us after business hours so the result is the insurance cancelled and all our employees list the insurance coverage.
Paychex misrepresented the plan administration in an effort to make a commission. Paychex did nothing to solve the problems they created. They truly don’t care. Paychex did not provide proper notice before the policy was cancelled. Paychex has left our company with no health insurance when there is outstanding claims. Paychex does not care
I want Paychex to pay damages and reinstate the coverage.Business Response
Date: 04/04/2023
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 was responsible for
paying the invoice to ****As of April 3rd we have spoken to the client, to explain that he is responsible for paying UHC
directly.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you
can contact me at ********************** * ************Sincerely,
Terra I********
H&B Operations ManagerInitial Complaint
Date:03/31/2023
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 requested an account cancellation through Paychex's customer support line on 12/29/2022. I canceled because I closed my business. We received an email with a "client separation" form from Paychex which was returned to them via email on 12/30/2022. I was told the “retention” team would contact me to verify my request.
No one ever reached out to me so I called on 1/6/2023 to try to get transferred to the retention team. The person on the phone confirmed they received my form, but they told me the retention team is a separate team and there is no way to contact them; it was explained to me that the best option was to just wait for them to reach out. I have yet to hear from anyone and I have continued to get billed. I called again at the end of January 2023 and was told again that I had to wait for someone to call me.
My most recent conversation was via email with Joshua B******** AR Client Support Representative I. He also will not cancel my service. I have over $339 in charges and late fees at this point and no one will help me cancel.Business Response
Date: 04/10/2023
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.
It is my understanding that **** ****** ***********
LLC stated that they requested an account cancellation through Paychex's
customer support line on 12/29/2022 and they received an email with a
"client separation" form from Paychex which they returned via email
on 12/30/2022. The client stated no one ever reached out to them so they called
on 1/6/2023. The person on the phone confirmed they received my form, but they
a separate back-office team was responsible and there is no way to contact them.
The client also stated that they called again at the end of January 2023 while
continuing to get billed and was advise they would receive a call back. The
client stated they then reached out via email to cancel on 3/31 and received a
call back form a representative that said they were also not able to cancel my
service. The client stated they now have $339 in charges and late fees at this point,
and no one will help him cancel the account.
As of this date I have spoken to the client, I verified that we
had been able to get the account cancelled and that all the charges have been
settled. The client acknowledged that he received an email from us confirming
that this had taken place and that he was satisfied with the outcome.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* or **************
Sincerely,
Tarik S****
Client Service ManagerInitial Complaint
Date:03/31/2023
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.
This company was hired by ******** ****** **** to do their payroll and tax documents. This company NEVER mailed our W2 forms, as they are required to do by Federal Law. I have called ******** ****** **** since January and they have been in constant communication with Paychex and Paychex has refused to send a correct W2. Also, Paychex reported that I made twenty thousand dollars more than I actually made on my W2. It is now 3/31/2023 and I still do not have a correct w2 from this company. Also, Paychex has been emailing my social security number to an employee at ******** ****** ****. I never gave permission for Paychex to be emailing or sharing my social security number. They have now put me at risk for identity theft. I want all emails, containing my social security number, deleted from their email servers or I will get my attorney involved. This company is a disaster and they do not comply with Federal laws.Business Response
Date: 04/05/2023
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
their employee contacted us regarding their W2 which required updates. As of this date I have spoken to the client, and they have advised
their employee they must file their corrected W2. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************** ###-###-####Sincerely,Aaron B********Client Service Manager PaychexInitial Complaint
Date:03/29/2023
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.
8/5/22 new office manager made 3 errors on the PR, 3 duplicate checks paid DD to 3 employees in addition to their regular checks. She asked PayChex to correct these overpayments in October. I have original emails with her request. 11/4/22 this person left our employment, and I began working with PayChex to process these corrections before year end so the W-2s would be accurate. I sent specific, detailed emails describing the error, attaching the PayChex reports with the exact details highlighted and following up with several calls to our assigned PR Specialist. 12/5/22 was told corrections were done and amended 3rd quarter return in process. 12/28/22 pulled reports to confirm and post (reports were not immediately available, and I had to search for them) 2 of the 3 checks were reversed but instead of the 3rd one PayChex had reversed a different check for a different employee who had never once been mentioned in any of my communications. I sent an email with this information requesting the original correction be completed and the incorrect reversal PayChex processed be corrected. I was clear and detailed in my request and provided the reports with the errors highlighted. 1/11/23 I had received no response and corrections were not done. Resent the request. 1/13/23 I received a response saying the corrections had been completed. 1/16/23 still no reports available and YTD reports were still incorrect. I sent an email asking for status and specifically mentioned the need for accurate W-2s. 1/17 received response from different PR Rep saying corrections were done. 1/20 see original correction is done and PayChex processed 2 MORE incorrect reversals. Now have 3 incorrect W-2s. numerous emails, nothing done. It is now 6 MONTHS since corrections requested. 1 complete. 3 additional errors created by PayChex. 3 incorrect W-2s. incorrect 3rd & 4th qtr tax returns. No resolution. I have reached out to supervisor. local Rep. 3/17 last communication. no resolution.Business Response
Date: 04/04/2023
Thank you for your inquiry regarding Barry Butcher &
Associates P C. 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 ***** ******* * ********** P
C stated that there have been multiple issues and extended delays in correcting
a payroll processing error from August 2022. They are still waiting on accurate
2022 Corrected Form W2s and related amendments and have not heard back timely
on when those will be fixed.As of this date, I have spoken to the client, and we have
processed all remaining payroll corrections to rectify this issue. Our amended
returns team is manually creating the W2Cs, Annual, and Q3 2022 amended tax
returns related to the fix now. I have refunded the client all billing charges
related to the payroll runs associated. 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 Service ManagerCustomer Answer
Date: 04/05/2023
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:03/24/2023
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.
Paychex is confused, negligent, and no one communicates with each other. They totally botched our payroll, and the 401K department is a joke. Because we terminated the service AFTER 30 days,(July 2022), they went into our bank account after the (401K) service was cancelled, and stole $1,239.56 IN Feb 2023. AVOID PAYCHEX AT ALL COSTS. This company will LIE, AND MAKE EVERY ATTEMPT to ruin your business. We have the cancellation notices, names, and emails as proof. However, THEY STOLE MONEY FROM OUR ACCOUNT ILLEGALLY AND WITHOUT AUTHORIZATION. After reading reviews from other small business owners, this company has a history of defrauding small companies. THE CUSTOMER SERVICE DEPARTMENT IS HORRIBLE, AND THE SUPERVISORS NEVER ANSWER THE PHONE, NOR RETURN CALLS EITHER. The rep acknowledged the fact that we terminated the service in less than 100 days. In addition that the 401K plan never went live. Paychex, refunded us for taking the money out prior to Feb 2023 ($253.84), but went back into our account after a stop payment was initiated by us and stole $1,239.56.Business Response
Date: 03/28/2023
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 ****** ****** Home Care LLC stated
the company bank account was unexpectedly charged $1,239.56.
As of date, I have spoken to the client, to advise this was the
remaining set up amount for the 401k. Paychex is refunding this charge of $1,239.56 based on the
timeframe of the plan termination. Paychex also is issuing a check to the
client in the amount of $34. for the bank fee associated with this transaction.
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 PartnerInitial Complaint
Date:03/23/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paychex was the payroll and benefits administrator for a former employer of mine. I had a 401K retirement account with Paychex. I recently found out that Paychex transferred my retirement funds to a different company without my knowledge, consent, or authorization. I was not notified in writing or any other format of this occurring. Paychex then charged me a $75 fee to close my account with them, despite not having my consent or authorization to transfer the funds, nor notifying me of the possibility the funds would be involuntarily transferred and a fee incurred. When I spoke with them on the phone, they refused to refund the money, telling me to speak with my former employer, despite the fact that it is Paychex that is charging the fee and Paychex that is depositing the $75 in their bank account. They refused to provide a manager for me to speak with as well. I understand that it is their policy to charge an account closure fee, but it isn't right to charge that fee without telling their clients the account is closing and it's certainly not right to charge that fee when the client has not explicitly requested or authorized the account to be closed.Business Response
Date: 04/03/2023
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.
It is my understanding that ****** ************ ****** *** ******* ***** ******, stated his remaining assets were moved away from his
previous employers Paychex 401(k) plan against his will, and without
notification, resulting in a standard distribution fee of $75.00 to be deducted
from his overall asset balance.
As of this date I have spoken to the participant and explained the
process that was issued by his previous employer known as a involuntary
distribution which inevitably caused a $75.00 distribution fee to be imposed on
this participant assets. Paychex has refunded the distribution fee via check
through overnight mail as a courtesy for the inconvenience this has caused.
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 PartnerCustomer Answer
Date: 04/24/2023
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:03/23/2023
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 Charged my company for services for several months after the services were rendered. The FSA was ended on Dec 31-2022 and they did not stop taking money out of our account until we called and complained. They refused to refund the last three months when no service was provided.Business Response
Date: 04/04/2023
Thank you for your inquiry regarding **** *** ********t 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 **** *** ********t Inc stated that
they have been in process of terminating their FSA account with Paychex and
should be refunded $225 for invoices that occurred between January-March 2023.As of this date I have spoken to the client and confirmed that
they intended to cancel the plan prior to 2023, and that Paychex will refund
$225 as a courtesy. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ****************** or ###-###-####Sincerely,Michael B***S125 Service Center ManagerPaychex Inc.Initial Complaint
Date:03/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been fighting with Paychex since October 2022. They completely
Screwed up my payroll, took taxes out of my account and never paid multiple states resulting in fees, penalties and surcharges. I have sent them the notices, requested to speak with supervisors and STILL nothing has been fixed.Business Response
Date: 04/10/2023
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
Paychex failed to file and pay taxes.
As
of this date I have confirmed with the client that all taxes have been filed
and paid.
I believe the matter to be resolved to the client's satisfaction. If
you have further questions, you can contact me at *********************
Sincerely,
Danielle T******
Manager, Client ServicesCustomer Answer
Date: 04/26/2023
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.
I still have not received a refund for the services that were supposed to be provided. I am unable to review the details of their response at this time as I am out on maternity leave. I informed them of this many times so I will need to lewve this complaint open until I am able to review their alleged corrections. I have been told things were corrected for 7 months when they never were so until I am able to review everything I do not consider it complete.Additional information from consumer:
Paychex deducted money from my bank account this month in the amounts of $1, $57.86 and $455. Paychex is supposed to be refunding me money NOT taking money out! I have already paid all of my taxes and invoices. Paychex needs to pay any additional fees etc. I REFUSE TO PAY EXTRA. Paychex created this mess and continues to make it worse Paychex needs to pay any additional fees taxes etc and for the 20th time REDUND ME ANY FEES I PAID TO PAYCHEX TO RUN MY PAYROLL since the service I paid for was clearly not done
Regards,
******* ******
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