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.
- 181 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: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 had a 401k retirement account through them. First, they will only speak with you over the internet chat function, not over the phone. This made the rollover into a new account very difficult, as the new account needed more information from paychex. As I thought we had this figured out, I received a check from them that I forwarded to the new account. Due to paychex not filling out the required documents, my check was returned to them. Instead of contacting me, they forwarded to another company that charged me a significant amount out of my retirement for a "processing" fee. I am now out a few hundred dollars because of them.
Business Response
Date: 03/27/2023
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 they
did not receive their check associated with their distribution request.As of this date I have spoken to the client, I confirmed they were
reunited with their distribution check 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,Patrick M. J****401(k)/S125 Team LeadInitial 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 attempting to terminate *********** ********** (Paychex Account # ********) Benefits Administration account for over a month now and the Paychex Team has refused to acknowledge my request and continues to charge *********** a fee. I have contacted Chop C****** and Sean B***** who both are incredibly incompetent and refuse to help me out.Business Response
Date: 03/31/2023
Thank you for your inquiry regarding *********** Software
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 *********** Software stated they
have billing concerns regarding the benefits they have brokered with Paychex
from 1/1/23 to 3/20/23.
As of this date I have not spoken to the client. We have made
several attempts to contact the client since receipt of this complaint.
If you have further questions, you can contact me at ******************* or by phone at ************ ********* ********
Sincerely,
Sean B****
PIA Service and Retention SupervisorCustomer Answer
Date: 04/17/2023
Complaint reopened
.*********** Software – ******** I contacted Paychex Insurance Agency at the beginning of 2023 to cancel our HSA services, which we received written confirmation of. Since then, we have been charged 3 additional times for services we no longer have. So, once again, Mr. Burns, what is the issue here? Paychex no longer has *********** Software's authorization to be charging us for HSA services that are currently not being rendered.
Business Response
Date: 04/27/2023
Thank you for your inquiry regarding *********** Software
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 *********** Software LLC stated that
their HSA plan had not been canceled timely and was requesting a refund. Additionally, upon further inspection there
were two transfer checks that were not accepted by the company’s new HSA
custodian that needed to be researched further.
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***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 asking Paychex to cancel my contract and had been advised recently that I need to sign a document they have to cancel in writing. Even after repeatedly requesting it they will not send it to me or cancel. I’ve emailed collections back that has emailed me to request to cancel and they requested someone to help me cancel. Still no response. I signed up with Paychex to help with payroll and save money for my 401k. This has been a nightmare the only payroll and 401k I’m helping is Paychex. I was told that my contract was canceled but they have sent this to 2 attorneys and collections which all has contacted me.Business Response
Date: 03/27/2023
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 *** *** ********** ***** ******** LLC, was to be closed by Paychex last year. Unfortunately,
this did not happen timely, and the account continued to be billed. It is also my understanding that *** *** ********** ******** ******** LLC stated they have been attempting to cancel their 401k
product, along with other Paychex services due to collection notices, and
attempts to draft monthly administration costs. Attached is the resolution.I believe the matter to be resolved by
March 24th to the client's satisfaction. If you have further questions,
you can contact me, Tanya S***** at *******************.Sincerely,Tanya S*****Client Service Manager 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 **************************Initial Complaint
Date:03/20/2023
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 is refusing to provide me with my 2022 W-2 tax form, and I am unable to file my taxes without it. My former employer used Paychex for payroll until December 2022. Paychex representatives are now refusing to issue me my W-2 on the basis that their business contract with my former employer ended. However, the W-2 would not have even been made available until at least a month after that contract ended. Paychex representatives are refusing to speak to me about this, and they rudely and abruptly end every conversation. My former employer also does not have access to the records stored with Paychex, which they also did not issue to him prior to that contract ending. I am unable to file my taxes because Paychex is refusing to issue my W-2.Customer Answer
Date: 03/21/2023
Hi *** ***,
My former employer is **** ******* *********, and their address appears to be ***** ***** ****** *** Ashburn, VA 20148.
My username with Paychex, if they ask, is ***********
Thank you so much for processing this. I appreciate the work you all do at the BBB!
****** *****
Business Response
Date: 03/22/2023
Dear *** ***:
Thank you for your inquiry regarding Core Mission Solutions
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 **** ******** ********* stated they
have experienced trouble accessing Employees W2s for the year 2022.
As of this date I have spoken to the client and sent the employee
in question a copy of their W2.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at [email protected].
Sincerely,
Alyssa C******r
PEO Payroll Manager, PaychexOne
Office: 800-741-6277 Ex 5200949
Fax: (855) 425-9673
paychex.comCustomer Answer
Date: 03/22/2023
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.They did indeed send me my W-2 yesterday, and I was meaning to call the BBB today to notify you that it was resolved. Thank you so much!
Regards,
***** *****Initial Complaint
Date:03/20/2023
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.
In Jan, Feb and Mar 2023 Paychex, the custodian of my family's health insurance, has provided poor service leaving my family without coverage. 3 times our policy with United Healthcare (UHC) has been cancelled despite our monthly payments of $2,567.37 being made timely. This has resulted in hours of dealing with Paychex, UHC and healthcare providers to resolve these matters. 2 of the 3 times Paychex has worked with UHC to have the policy restored. Both instances took over a week's time to have the matter resolved only to have it happen again. Paychex Cobra customer service has insufficient processes and training for handling instances of a policy being incorrectly cancelled. In talking to Paychex reps they send electronic messages to the carrier with no follow up processes in place, requiring customer follow up. There is no urgency to restore the policy by Paychex reps. The individual that advised the insurance was restored the 2nd time (Jackie E******) did not take proper action with UHC to ensure this did not happen again. When speaking to a rep last week (Jordan), he advised Jackie had created an escalation case given this was the 3rd occurrence of the event. I asked Jordan the timeline for resolution and he said escalations are worked in the order they are received and no timeline can be provided. I advised Jordan of the need for health insurance for my family of 7, but he had no resolution other than to wait. I asked Jordan to contact the escalations rep to learn the status of the issue. He said he could not do that. I asked that he put a manager on the phone, which resulted in a hold followed by all managers are in a meeting. I asked if they could step out of the meeting and he said no. I urged him to please help my family, but he said all we could do was wait and this was UHC's fault. It is unfair for a family to pay their premium and not receive health insurance, dealing with repeated issue with limited and slow support.Business Response
Date: 03/29/2023
Thank you for your inquiry regarding ***** ****** ***** ****** **** Participant: ***** *******. Paychex takes complaints from our
clients and their COBRA participants very seriously. We appreciate the
opportunity to help resolve any disputes that may occur. It is my understanding that the participant stated Paychex
provided poor service which impacted his family’s health care coverage. Attached is the resolution.On behalf of Paychex, I believe the matter to be resolved.
If you have further questions, you can contact me at **********************Sincerely,Lea B********Operations Manager- Customer Support / COBRAPaychex Insurance Agency, Inc.Office: ###-###-####Initial Complaint
Date:03/17/2023
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.
In doing my taxes, I discovered I've been billed for almost 3 years despite having ZERO payroll and ZERO payroll services! The last assistant I had worked only up until the pandemic started. Shortly after that time, on 4/30/2020, I spoke with Paychex representative Katie Lubbers and subsequently thought my account was closed. I am asking for a refund of the monies drafted out of my account since then. I calculated that amount to be $1,997.
I've called and written Paychex representatives over the past week, but have not gotten any response, other than an email warning about what won't be done for me as a result of a closed account. None of those services mentioned are being provided now, nor have been provided over the past 3 years. I believe my account # was ********.Business Response
Date: 03/24/2023
Thank you for your inquiry regarding ***** W *****. 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 ***** W ***** stated they had requested
to close their account back in April 2020; however, this was not done and
resulted in the client being billed for the minimum monthly charge to keep
their account open.As of this date I have spoken to the client, and have requested a
refund for all charges from March 2023 back through April 2020, totaling
$2,182.75. This has been sent to the client via ACH deposit to their bank
account which was verified by the client. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************* ; ###-###-####.Sincerely,Tiffini H******Manager – Dedicated Service CenterPaychexInitial Complaint
Date:03/17/2023
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 trying for 4 months (first call was December 16, 2022) to cancel an ******* worker's compensation policy that I obtained through Paychex. I currently have another worker's comp policy that is active so I have no need for the ******* policy. I have called multiple times and filled out multiple docusign forms to obtain the cancellation and it has not gone through. In the meantime, I'm still being charged on a monthly basis for the ******* policy. My account number is *********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 the
company had been attempting to contact Paychex Workers Comp department for four
months to obtain cancellation of their policy effective 12/16/2022 with no success
and is still accruing charges.
As of this date I have spoken to the client, and I have provided
confirmation that the carrier (*******) has processed the flat cancellation of
the Workers Compensation policy effective 02/05/2023 as the prior term had
already ended and been through final audit.
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 at ************ *** ********
Sincerely,
Lauren K*****
Escalation Specialist
Sr. Service Partner Insurance Services P&CInitial Complaint
Date:03/16/2023
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.
Sent refund check for $116 for *** ****** ***** LLC made out to ****** ******** This entity is closed and I can not cash this check.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 ******* **** stated that they received a refund check from Paychex for a business that was no longer active, *** ****** ***** LLC. ****** ******** is the contact for both, but he was unable to cash the refund check as it was made out to *** ******
*****. He is wanting the check made out to ****** ********.As of this date I have spoken to the client, we were able to determine that the check has not been cashed and that we can work with him in re-issuing the check under his name with appropriate documentation showing his attachment to the dissolution of *** ****** *****. We will send the check out on April 10th overnight to the address ****** provided.
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**********
Dal C**********
Client Service manager-Paychex, inc.Initial Complaint
Date:03/15/2023
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.
***** ****** ***** Client ID# ********.
Charged Media Client ID#********.
We are despairingly reaching out to see if anyone can help us with our W2 correction project.
Reason for our W2 correction project: We informed our account rep in Nov 2022 that DO NOT file for our taxes because a new vendor will do it for us. But Paychex filed it in January 2023 and the data was wrong (only showing 6 months of wage).
Current Status: No one from Paychex can confirm if the W2 correction project is done or not. The person who was in charge says he is no longer involved and the project is moved to Management.
It's been 2.5 months since I initially reached out, but now no one is helping us anymore. Our account representative has changed during this process and she knows nothing about this project. She also refused to help us.
Please help us to get someone to respond. Really appreciate!Business Response
Date: 03/27/2023
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 ***** ****** ***** stated that
Paychex filed 2022 W2s and 1099s on behalf of their company in error. They have
been attempting to resolve this for a number of weeks and are frustrated at the
lack of resolution they have experienced. As of this date I have spoken to the client, we have begun the
process of filing amended W2s and 1099s, and confirmed with the client which
States need amended filings as well and have begun to process those. The
process will take a couple of weeks and I will keep the client informed of
progress. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *********************** or ###-###-####.Sincerely,Shannon T******** Senior Manager, ImplementationCustomer Answer
Date: 03/27/2023
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:03/13/2023
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 3/13/23, I contacted Paychex to request a full 401k rollover to ******** and my current employer's 401k account. At my previous employer, I had authorized 401k to *********. After leaving my previous employer, that employer (***** *****) elected to rollover my 401k to Paychex without my authorization. Upon contacting Paychex, they requested $75 fee to rollover my 401k to ******** (not standard practice). The representatives stated that this is standard and that I had agreed upon this fee when opening my 401k with Paychex. I stated multiple times that I had never agreed to have my 401k rolled over from ********* to Paychex. I requested documentation of my consent. Representatives stated that I would have to contact my previous employer and that they did not have any documentations. I asked to speak with a supervisor and initially was hung up on. The second representative stated that there were no supervisors present. I request that the $75 fee that was not agreed upon, and that there is no documentation that it was agreed upon, be refunded. I have paid it at this time to remove my 401k from Paychex for fear other "unknown" charges will occur.Business Response
Date: 04/04/2023
Thank you for your inquiry regarding ***** ***** DVM PC. 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 ***** ***** DVM PC stated that the
401k plan was moved to Paychex from Principal without participants
consent. The $75.00 rollover charge was
also never agreed to by participants.
As of this date I have spoken to the client, I explained that it
was the Trustee of the 401k Plan decision to move the plan from ********* as
the record keeper to Paychex in January 2022. I also explained that the $75
rollover fee was part of our service agreement at the time of that move and we
could not waive it. The client
understood and stated the issue was resolved.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************* ************ *** ********
Sincerely,
Dominic B*******
401(k) Client Relations Service Partner
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