Complaints

This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  286 Washington Avenue Extension Suite 100 Albany, NY 12203

  
• 

  Paychex Inc

  215 Greenfield Parkway Suite 100 Liverpool, NY 13088

  
• 

  Paychex Inc

  1155 Kelly Johnson Blvd #111 Colorado Springs, CO 80920-3957

• 

  Paychex, Inc.

  11128 John Galt Blvd #25 Omaha, NE 68137

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/16/21, I canceled Paychex services, including Paychex 401K (Client Number *************). It was my understanding that Paychex would immediately disperse any monies from the accounts to the individual account holders. For 7 months after I canceled the services, Paychex continued to debit my bank account for 401K maintenance fees. The last debit was for $355 on 9/10/21. I made repeated contacts before the debits finally stopped. Unbeknownst to me, Paychex had never dispersed monies to the account holders and Paychex never mailed the account holders paperwork to assist them in retrieving their funds. Instead, Paychex began to debit each of the account holders for the monthly fees, until Paychex had taken each account down to zero dollars. I was made aware of this last week when one individual, ***** ******** contacted Paychex regarding her account which had contained $2808 in February of 2021. The representative told her that she "feels bad when this happens to people" but said that there was nothing that could be done and there was no money remaining because a monthly fee of $170 had been assessed until the account contained no funds. I would like Paychex to refund the monies that had been in the accounts effective the cancellation date and refund the fees that I paid subsequent to cancellation.

  

  Business Response

  Date: 03/22/2023

  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.
  It is my understanding that ******** *********** ******** stated
  they had cancelled their 401k plan, and that it was their understanding that
  Paychex would immediately disperse remaining assets. They stated that Paychex
  continued to charge the company for administration costs, quoting a charge on
  9/10/21. They also state they had repeatedly attempted to contact Paychex to
  dispute these charges, including charges deducting monthly billing from the
  participants remaining assets.
  As of this date I have spoken to the Company and advised that this
  monthly administration cost is applicable when a plan has remaining assets
  invested for their participants on the company’s behalf, regardless of
  termination status. Termination does not absolve Plan administrator fiduciary
  responsibility if there are remaining assets. Termination status strictly stops
  incoming contributions. Furthermore, upon termination, the required documentation,
  and instructions to request distributions were sent in accordance with
  Paychex’s Service Agreement. The continuous billing was valid, as stated in the
  termination agreement, monthly administration costs will be deducted from plan
  assets until all assets are removed from the plan entirely. We have
  documentation of communication providing all information necessary to
  distribute funds, to the same email address used to file this complaint.
  Company also claims to have contacted Paychex numerous times, yet no
  documentation of inbound communication has been received from this Company
  since 2/17/2021 prior to this complaint. Paychex has acted in accordance with its
  service agreement, and therefore no refund will be applicable. Upon relaying
  this information and unfavorable response to the Company, the Company’s
  response was a threat of defamation against Paychex, through use of internet
  following of a claimed 1.5 million audience. Paychex will seize communication
  any further with this company regarding this 401k requested refund matter.   
  I believe this matter to be resolved. If you have further questions,
  you can contact me at ********************
  
  Sincerely,
  Sariah G****
  401(k) Client Relations Service Partner

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  Thank you for taking the time to review my original complaint and the email thread I had provided to you previously. I am happy to re-send if necessary. Based upon the response of  below, you can easily determine that Paychex is lying to protect unethical and possibly illegal business pracvtices. Please see my responses below in CAPS.

  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.
  Dear *** ***: THE FACT THAT S. G**** IS ON A FIRST-NAME BASIS WITH THE BBB IS A CLEAR INDICATION OF THE VOLUMINOUS NUMBER OF COPMPLAINTS RECEIVED BY PAYCHEX. I WOULD BE CAREFUL IF I WERE THE BBB BECASUE THIS COULD BE MISCONTRUED AS TOO FAMILIAR AND INDICATIVE OF A CONFLICTED, RATHER THAN FAIR AND IMPARTIAL READING OF THE COMPLAINT.
  Thank you for your inquiry regarding ******** *********** ********. Paychex takes complaints from our clients very seriously. PAYCHEX GIVES LIP SERVICE TO TAKING COMPLAINTS SERIOUSLY BUT NO EFFORT TO FIND COMMON GROUND OR EVEN ACKNOWLEGE THE COMPLAINT AS WRITTEN INDICATES A DEFENSIVE LEGAL POSTURE.

  We appreciate the opportunity to help resolve any disputes that may occur. THIS STATEMENT MAKES NO SENSE. WE ARE IN THE MIDDLE OF A DISPUTE WHICH IS OCCURING REAL TIME.
  It is my understanding that ******** *********** ******** stated they had cancelled their 401k plan, and that it was their understanding that Paychex would immediately disperse remaining assets. THIS IS FALSE. ******** FOLLOWED THE PROCEDURE REQUIRED BY PAYCHEX TO DISBURSE THE FUNDS. PAYCHEX HAS BEEN UNABLE/UNWILLING TO PROVE THAT THEY CONTACTED THE PARTICIPANTS AS WAS REQUIRED TO GIVE THEM THE REQUIRED ACCESS TO DISBURSE THEIR FUNDS.

  They stated that Paychex continued to charge the company for administration costs, quoting a charge on 9/10/21. THIS IS A MISCHARACTERIZATION OF THE FACTS. PAYCHEX CONTINUED TO BILL ******** ADMINSITRATIVE FEES UNTIL PARTICIPANT FUNDS WERE COMPLETELY WITHDRAWN BY PAYCHEX.

  They also state they had repeatedly attempted to contact Paychex to dispute these charges (THIS PART OF THE SENTENCE IS TRUE AND I WOULD BE HAPPY TO SEND THE REPEATED EMAILS TO THE BBB IF REQUESTED. I DID PROVIDE THEM TO PAYCHEX AND I WOULD BE HAPPY TO INCLUDE THOSE COMMUNICATIONS AS WELL), including charges deducting monthly billing from the participants remaining assets. THIS PART OF THE SENTENCE IS FALSE AND AN ATTEPTED COVERUP. IF WE HAD BEEN AWARE THAT THE FUNDS WERE BEING WITHDRAWN, WE WOULD HAVE TAKEN ACTION AT THAT TIME. ALSO IT IS PROOF THAT NO REQUIRED ACCOUNT STATEMENTS WERE BEING SENT TO PARTICIPANTS AS WAS REQUIRED.
  As of this date I have spoken to the Company and advised that this monthly administration cost is applicable when a plan has remaining assets invested for their participants on the company’s behalf, regardless of termination status. THIS MEANS NOTHING. WE ARE DISPUTING THE ACTIONS TAKEN TO WITHDRAW PARTICIPANT FUNDS, NOT WHETHER OR NOT THE PLAN WAS TERMINATED.

  Termination does not absolve Plan administrator fiduciary responsibility if there are remaining assets. NOR DOES IT ABSOLVE PAYCHEX OF ITS OBLIGATION TO PROVIDE STATEMENTS TO PARTICIPANTS, LINKS TO TRANSACT WITHIN THE ACCOUNTS NOR TO PROVIDE PARTICIPANTS WITH THE CAPACITY TO WITHDRAW FUNDS UPON TERMINATION. WHEN ASKED ABOUT WHY THE EMAILS REGARDING TERMINATION AND WITHDRAW INSTRUCTIONS WERE NOT PROVIDED TO THE PARTICIPANTS AS REQUIRED, S. G**** REPLIED THAT IT WAS OUR RESPONSIBILITY TO PROVIDE PAYCHEX WITH CURRENT EMAIL ADDRESSES AS IF THEY HAD ACTUALLY TRIED TO EMAIL THE REQUIRED TERMINATION LINKS WITHOUT SUCCESS! EVERYONE IS USING THE SAME EMAILS NOW AS THEY WERE UPON ENTRY INTO THE PAYCHEX PLAN. PAYCHEX NEEDS TO PROVIDE IMMEDIATE PROOF THAT TERMINATION EMAILS/LINKS WERE SENT OR IT IS OBVIOUS THAT IT WAS THEIR INTENT TO DEFRAUD OUR PARTICIPANTS.

  Termination status strictly stops incoming contributions. IRRELEVANT. PAYCHEX FAILED TO MEET ALL THE OTHER REQUIREMENTS, INCLUDING REPORTING, STATEMENT, TERMINATION, DISTRIBUTION AND OTHER COMMUNICATION.

  Furthermore, upon termination, the required documentation, and instructions to request distributions were sent in accordance with Paychex’s Service Agreement. THIS IS FALSE AND THE BASIS OF OUR COMPLAINT/CLAIM.

  The continuous billing was valid, as stated in the termination agreement, monthly administration costs will be deducted from plan assets until all assets are removed from the plan entirely. THE ABILITY TO REMOVE ASSETS FROM THE PLAN WAS NOT PROVIDED TO OUR PARTICIPANTS. 

  We have documentation of communication providing all information necessary to distribute funds, to the same email address used to file this complaint. PAYCHEX ADMITTED AND IT IS IN THE PLAN DOCUMENT THAT PAYCHEX WOULD PROVIDE A LINK FOR PARTICIPANTS TO REMOVE FUNDS WHICH THEY FAILED TO DO. EMAILING THE PLAN ADMINISTRATOR AFTER THE PLAN WAS TERMINATED DID NOT ABSOLVE THEM OF THIS RESPONSIBILITY.

  Company also claims to have contacted Paychex numerous times, yet no documentation of inbound communication has been received from this Company since 2/17/2021 prior to this complaint. THIS IS A REPEATED FALSE SENTENCE. REPEATING IT TWICE DOES NOT MAKE OT TRUE THE SECOND TIME.

  Paychex has acted in accordance with its service agreement, and therefore no refund will be applicable. PAYCHEX HAS NOT.

  Upon relaying this information and unfavorable response to the Company, the Company’s response was a threat of defamation against Paychex, through use of internet following of a claimed 1.5 million audience. THERE WAS NO THREAT OF DEFAMATION. THERE WAS AN INDICATION THAT I PLANNED TO RELEASE THE ENTIRETY OF MY COMMUNICATIONS WITH PAYCHEX TO MY AUDIENCE, INCLUDING THE BBB COMMUNICATIONS WHICH, ACCORDING TO BBB POLICY, WILL ALSO BE PUBLISHED. REPORTING THIS TO THE BBB AS A "THREAT OF DEFAMATION" IS, ONCE AGAIN, A DEFENSIVE LEGAL POSTURE AND WILL BE TREATED AS SUCH IF NECESSARY.

  Paychex will seize communication any further with this company regarding this 401k requested refund matter. THIS IS A POORLY WRITTEN SENTENCE WITH A GRAMMATICAL ERROR AND AN INARTICULATION, LIKELY BECAUSE S. G**** IS NOW CONCERNED BECASUE PAYCHEX WAS CAUGHT IS SOME VERY QUESTIONABLE ACIVITY THAT REQUIRES THEM TO SEEK LEGAL PROTECTION RATHER THAN ENGAGE IN COLLEGIAL CONVERSATION WITH THEIR FREQUENT PEN PALS AT THE BBB OF UPSTATE NEW YORK.

  I believe this matter to be resolved. I BELIEVE THAT IT HAS NOT EVEN BEEN ADDRESSED ON THE FACTS, JUST A RECITATION OF PAYCHEX DEFENSIVE POSTURE-DRIVEN POLICY ALONG WITH INDEFENSIBLE LIES.

  If you have further questions, you can contact me at ********************
  
  Sincerely,
  Sariah G****
  401(k) Client Relations Service Partner
  
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December, I received a disturbing email from the ******** ********** ** ******* *** ************** telling me that payroll withholding taxes had not been taken out of my account since July. I reached out to my customer service specialist Lakeycha S W*******. She told me that this issue would be resolved. I thought everything was taken care of. However, yesterday, someone from the state tax office came to my office to investigate. The primary reason I pay for Paychex services is the tax withholding services. Now Ms. W******* will not return any of my calls. I need answers.
  
  My PayChex account number is ********

  

  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 ******** ****** ** ****** LLC stated they were not receiving follow
  up on why ******** withholding liability has not been withheld from their company bank
  account. They were also requested to have their company account reassigned to another
  payroll specialist.

  
  Through our investigation we identified ******** Department of Revenue was not set up on our
  Taxpay Service causing the discrepancy. We worked to ensure the agency was set up
  properly. This was process was completed on March 24, 2023. Last, we reassigned the
  account to another payroll specialist and sent the details to our client on March 13, 2023.

  
  As of this date I have spoken to the client, to confirm Paychex is now showing ********
  withholding on our Taxpay Service. We also confirmed they have the name and contact
  information for their newly assigned payroll specialist.

  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you
  can contact me at ****************** and ###-###-####.
  Sincerely,
  Debbie H****
  Client Service Manager

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have used Paychex retirement services for 3+ years. We switched companies in December and have been trying for 3 months to transfer our retirement balances over to a new company.
  
  I've spent multiple days and hours making phone calls to attempt to complete this. I've been told by numerous people how to do it, I've signed various docusigns repeatedly, following all directions to a T, yet I continue to get no response, or a response that an error in our paperwork.
  
  At this point, paychex is dragging their feet and holding onto my employees money. I'm going to look into legal action as well, as this is beyond an innocents tactic to keep our funds.

  

  Business Response

  Date: 03/13/2023

  Thank you for your inquiry regarding *** ****** ***********
  LLC and *** ****** ******** ******* 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 They have been trying to Transfer their 401(k) plan.  We have confirmed that *** ****** ******** *******
  LLC is in process of converting out of Paychex and that *** ****** *********** LLC
  needs updated plan transfer paperwork.  We confirmed we are not able to accept third party transfer requests or
  signatures on behalf of the Plan administrator. we are working directly with
  the plan administrator to complete and resolve. As of this date, I have spoken to the client, we have confirmed
  that we need an update transfer request with the correct signatures.I believe the matter to be resolved to the client's satisfaction.
  If you have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Patrick M. J****401(k)/S125 Team Lead

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was with paychex and was not trained properly my payroll processed early I was also not told about all the hidden fees I spoke to over 10 people and was told I would be refunded I gave emails supporting this too then I was told the refund was sent already and it never was so then I was told I would be getting a check mailed to me and now I see one dollar was added to my account this has been a nightmare I would like my money my total amount in refund told to me was $198

  

  Business Response

  Date: 03/07/2023

  Dear Lou Ann: 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
  were not properly trained on the Paychex payroll process and as a result
  incurred debits and fees they were not aware of.Attached is the resolution.I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####,
  ext. *******.Sincerely,Laurie J*****Implementation ManagerPaychex, Inc.

  Customer Answer

  Date: 03/07/2023

  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:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We formerly used Paychex for our payroll services, and had don so for over a decade. After we had difficulty in Paychex providing the 2022 W2 forms for our employees, Paychex indicated in writing that they would cancel their fee to compensate for their errors. Thereafter, we hired a new service provider and discontinued using Paychex. Since that time, we have been continuously harassed with emails and phone calls to our business for the unpaid invoice that Paychex indicated that they had cancelled.

  

  Business Response

  Date: 03/07/2023

  Thank
  you for your inquiry regarding ***** * ****** Attorneys 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 ***** * ****** Attorneys PC has been getting
  collection calls regarding their former Paychex account.  Attached is the resolution.I
  believe the matter to be resolved to the client's satisfaction. If you have further
  questions, you can contact me at ******************* or ###-###-####Sincerely,Tanya
  S*****Client
  Service ManagerPaychex,
  Inc.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hope this finds Paychex and its employees because there has been no resolution and months of aggravation since I, (********* ******** wife of ***** ********) discovered the issue back in December of 2022. Let's begin in 2018 when my husband started the account services with Paychex. Paychex is supposed to take care of taxes, from state and local, workers comp, disability and payroll. Well for the past 5 years it was set up under the wrong EIN number for 5 years IRS and disability and local taxes look like they have never been paid. Five years of asking why are we receiving a notice and or letter from the department of Revenue and IRS thinking it was handled never was resolved. I went back to the original person who set our original account up with Chris. From those 5 years that is not all that transpired, it has been nothing but issue after issue from the beginning.
  We have had a totally of 5 different payroll specialists. I have had to call on numerous occasions because invoice charges where double of what they where supposed to be. Then the fourth one messed up a new employee on 4 different occasions. First the Employee was never entered in properly or added that took 2/3 weeks to sort. Next his hours where not entered for payroll on Wednesday, so they sent a check that was received on Monday the next week. Then after that they direct deposited his check and also sent a paper check for a week. After that week he received two direct deposits for a pay period. This is what caused us to get our latest Payroll specialist, which would be great however so far half the time she is unreachable and not in the office. I just want this nightmare to be over we at *** ***** ******** are asking they call us back and fix the issues at hand.

  

  Business Response

  Date: 03/15/2023

  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 client has not received resolution on several outstanding issues including
  tax inquiries and payroll specialist changes.  Attached is the resolution.I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer K****Client Services Manager

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  International Finance Group Chicago uses Paychex payroll services. I am an employee. I need my W2 form corrected. It should include pretax insurance and health savings account deductions. My company contact called IFG and asked for this corrected form 4 weeks ago. Nothing. Today we group called (several calls). At Paychex either the contact person can't help you, has left the company or you leave a message in voicemail and hear nothing.

  

  Business Response

  Date: 03/14/2023

  Dear *** ***:
  
  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 an employee of ************* ********* ***** ** ******* needed a W2 corrected that included pretax insurance and
  health savings account deductions. The company contact called IFG and asked for
  this corrected form 4 weeks ago. There has been an issue with reaching someone
  at Paychex to assist.
  
  Attached is the resolution. 

  
  I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at [email protected] or
  303-307-0505 x5276931
  
  Sincerely,
  
  Dal M
  C**********
  
  Dal C**********
  Client Service Manager – Paychex, Inc.

  Customer Answer

  Date: 03/15/2023

  My error complaint with Paychex has been resolved, thanks to BBB of upstate NY. Please close the complaint as resolved.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started payroll services with this company in June of 2022 as well as to have them assist me in filing for ERC tax refunds. Ever since we started I have had nothing but issues... such as late payroll submissions causing delays to employee paychecks, unclear tax payments, and so much turnover with who is assisting us with payroll, to name a few. They are assisting me with 3 of my companies tax credits. My 3 companies are:
  
  1. ** ********** INC
  2. ******* ************** ** ****** ******, Inc.
  
  We finally got 1 company's returns filed in November of last year (roughly 5 months later), another company's in December, and I still don't have the correct returns for the last company. They messed up on 2 of the company returns by mixing up data from both companies. To this day, almost 1 year later I still don't have the amended returns to send in to the IRS. Keep in mind I already paid them for this service last year for all 3 companies, which was roughly $12,000. It takes them a week to respond typically. I never get call backs or communication from supervisors. They have literally messed up my returns over and over and I'm the one that has to point out what is wrong each time, which then drags it out again for weeks and months. I'm over it. I want my correct returns and I want compensation for how long this has taken and for all their errors and the time it has caused me to spend outside of my normal business operations.

  

  Business Response

  Date: 03/09/2023

   Thank you for your inquiry regarding your accounts **** *** ******* ******* ****** ****** *** & ** ********** 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 have experienced a multitude of problems, including late payroll submission due to turnover with their Payroll Specialist and a delay with their Employee Retention Tax Credit. Ad of March 7th, 2023 we have spoken to the client, to address their concerns. Our ERTC team is currently waiting for the client to respond with a date to connect by phone, we need to review a potential discount to completely resolve the client's concern. However, the ERTC process is complete and all returns have been provided to the client. We updated the typo on the company name for account ** ********* Inc. Out ERTC team sent another set of file ready amendments to the client today - March 8th, 2023. All three accounts listed above have been provided with amendments to report Employee Retention Tax Credits. To address the mention of late payroll submissions - we have one payroll error on file on December 12th, 2022. The payroll was left in entry. We released the payroll on December 12th,2022 and waived all payroll charges. To address the Payroll Specialist turnover, we have one documented transition on July 14th, 2022 for all three accounts. This was a planned transition from the Onboarding Specialist to an Ongoing Specialist. The move was not due to turnover, it was part of the normal transition process. I believe the matter will be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** or ###-###-####. Sincerely, Ellie M****Client Service Manager.

• Initial Complaint

  Date:02/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm writing this on behalf of my boss. She is having issues with Paychex the payroll company. Before she signed up with them she talked to some one who gave her all the detailed information about what she could expect using this company. The last few weeks she has been having nothing but problems with them and no one at the company will help her. She is being charged for things that were never discussed even after trying to terminate our contract with them. She will be able to provide more details when needed.

  

  Business Response

  Date: 03/09/2023

  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 were being charged for things they did not know that they signed up for.As of this date I have spoken to the client, we have come to agreement to refund the 401(k) fees and waive any remaining 401(k) billing for the terminated 401(k) plan.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** or ###-###-####. Sincerely, Zach C****401(k) Client Relations Service Partner

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a W-2 employee of ******** ****** *****, I was working through Paychex for my 401K account. When my contract ended on 1/31/2023, this account no longer appeared on my Paychex dashboard (everything else was still there). I have made several calls/outreach attempts over the course of several hours to get access to my account which I want to roll over into an IRA. However, every interaction so far has been the same: I have to explain the situation from start, it takes 20-45 min. of my time, until they say I have to talk to a different Paychex department or that I have to talk to my employer. This is my money and it is not acceptable that they have not made it accessible to me for so many weeks.

  

  Business Response

  Date: 03/02/2023

  Thank you for your inquiry regarding ******** ****** *****
  LLC. Paychex takes complaints from our clients very seriously. We appreciate
  the opportunity to help resolve any disputes that may occur. It is my understanding that ******** ****** ***** LLC stated
  that the participant had an issue accessing his 401k account online. They made
  several attempts to resolve this with no resolution. This is preventing them
  from taking a distribution or his 401k account. Attached is the resolution.I believe the matter to be resolved to the client's satisfaction.
  If you have further questions, you can contact me at ******************* / ###-###-####Sincerely,Patrick J****401k Team Lead

  Customer Answer

  Date: 03/03/2023

  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.
  
  I understand that Paychex is working to resolve it, but it has not yet been resolved. 
  
  Regards,
  ****** ******* 

  

  Business Response

  Date: 03/10/2023

  Dear Lou Ann: 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
  they have an employee who experienced difficulty requesting a distribution on
  our website; ***************Attached is the resolution.I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at ###-###-#### and via email *******************.Sincerely,Patrick J****401k Team Lead