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

  1955 Lake Park Dr Se # 100 Smyrna, GA 30080-7649

• 

  Paychex, Inc.

  335 N Wilmot Rd Ste 200 Tucson, AZ 85711-2611

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:04/21/2025

  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.

  Paychex has a division called payflex which manages our 401k's, for oasis outsourcing/****** ****** llc in kalama Wa. For four days now going on 5 all hourly union employees at ****** ****** have been unable to access their 401k. We can log onto the payflex website, but that is it...Wecant see our balance, investments, make changes or anything...I have personally informed paychex/payflex, Human Resourses and the 401k plan administrator and am still in the dark as I loose money on my 401k because I have no access to it....And have not been notified by them of any pending down time...

  

  Business Response

  Date: 04/24/2025

  Thank you for your inquiry regarding ****** ****** Company
  LLC. Paychex takes complaints from our clients very seriously. We appreciate
  the opportunity to help settle any disputes that may occur. It is my understanding that ****** ****** Company LLC stated
  they were not able to see their Retirement accounts online.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ********************, ###-###-####Sincerely,Patrick J****401(k) /S125 Team Lead

  Customer Answer

  Date: 04/24/2025

  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. 
  Thankyou, for your prompt attention to this matter.....
  Regards,
  
  ***** *****
  
   

• Initial Complaint

  Date:04/21/2025

  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 cancelled my HR and 401K services on November 6, 2023 and Paychex did not cancel my subscription and continued to charge me money for the service. Life to do date, they have charged me over 3798 dollars for 401K services and approximately 2000 dollars for HRS services, When I called them for the refund, they were insubordinate and threatened me to charge more money for canceling my services. They did not talk properly and hung up the call on me I am seeking justice and want my money back. They also falsified their statements to induce me in signing for these services. In their sales call, their team provide incomplete information about all the charges and also misrepresented incorrect charges that my small business will be charged. I am seeking help from BBB to start the investigation on Paychex practice and seeking all my money back. They also process my ERC credits and charged me additional 8000 dollars based on the credit that I will get back from IRS. It has been almost 2 half years, and I have yet to see the money that they claimed that I will get. So all and all they have charged me approximately 14000 for nothing.

  

  Business Response

  Date: 04/28/2025

  Thank you for your inquiry regarding ********* ** ******** **** LLC. Paychex takes complaints from our clients very seriously. We
  appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ********* ** ******** **** LLC stated
  that the company incurred charges for services not fully received.I believe the matter to be addressed for the client. If you
  have further questions, you can contact:Sincerely,Aleida B****401(k) Client Relations Service Partner 

• Initial Complaint

  Date:04/18/2025

  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.

  Paychex team did not tell me about voiding a check that was sent our fraudulently. I called three times afterwards and no one told me about voiding the check until 2 payrolls later when I called again to follow up and they said well now it’s too late we could have voided the check.

  

  Business Response

  Date: 04/22/2025

  Thank you for your inquiry regarding ****** **********. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur.It is my understanding that ****** *********** stated they experienced service issues related to a previous payroll run.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** ###-###-####.Sincerely, Michelle L**** Manager, Client Services

• Initial Complaint

  Date:04/16/2025

  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.

  Paychex is delaying the rollover of my 401k. They've sent emails saying it can be rolled over immediately but when I attempt to follow their instructions, it says it can not be rolled over right now. They charge monthly fees to keep the account active, which incentivizes them to not allow a roll over.

  Employer 

  ******* **** ****** ****
  
  **** * ********* **** ***** **** ***** *** ******* *** ***** ** *****

  

  Business Response

  Date: 04/22/2025

  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 experiences delays with terminating their retirement plan with
  Paychex and requested a rollover/distribution of their funds. The client was able to get resolution with the help of a Paychex 401(k) Client Relations Representative. 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 ******************** or at ###-###-####
  ********.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### X5280184

  Customer Answer

  Date: 04/23/2025

  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:04/15/2025

  Type:Billing 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 advised by my Paychex advisor to keep my Paychex account open til Year end and pay monthly fees in order to have them responsible for creating a W2 and Year end tax filings.
  Yesterday, I found out that none of these actions took place regardless to the fact that I kept my account open longer than necessary by paying the monthly fee.
  
  Their customer service associates now want to charge me $600 for my owed W2 and will not file my taxes.

  

  Business Response

  Date: 04/15/2025

  Thank you for your inquiry regarding ** ********* LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ** ********* stated they did not receive the Year End and W2 Services that they paid for in 2024.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####Sincerely,Stephanie L**** Manager, Client Service

  Customer Answer

  Date: 04/17/2025

  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.  Their team went above and beyond to assist me. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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.

  Paychex started off OK, but over time, my experience with them became a nightmare.
  
  Every year, I was charged for W-2 printing and delivery — and I ended up printing them myself because they never arrived. No refund, no explanation.
  
  Then came the ERTC situation. We paid over $5,000 for Paychex to file our ERTC. They provided the numbers, we approved them, and then… nothing. 6 months passed without a word. When I finally contacted the IRS myself, I was came to find that nothing had been filed.
  
  When I reached out to my Paychex sales rep, she told me they didn’t file the credits because the 1st quarter’s payroll was done through ADP, and they “needed those numbers.” Apparently, because of a typo in my email address (even though we had been emailing regularly), no one reached out. They also claimed they only file once — so instead of submitting the other 3 eligible quarters, they just did nothing. Had I not called, I’m not convinced they would have ever told me — or refunded a dime.
  
  Eventually, I provided the missing info myself. Then they told me they still couldn’t file the 1st quarter and that I had to do it manually — even though that was supposedly the reason they hadn’t completed the process in the first place. The result? After 2 years, I’ve received just 1 of the 4 checks. No accountability. No urgency.
  
  I closed my account and was told everything was squared away. Then a month later — surprise! — a monthly bill appeared. I called again and was told it would be removed.
  
  Now I’m dealing with a UC Audit, and guess who’s holding my payroll and tax reports hostage? Paychex. They’re demanding $500 for access — and no one can explain what the charge is for. Just another shake-down from a company that clearly has no regard for its clients.
  
  This company is the definition of incompetence. Their staff is poorly trained, disorganized, and seemingly indifferent to their customers’ needs. If you value your time, money, or sanity — stay far away from Paychex.”

  

  Business Response

  Date: 04/15/2025

  Thank you for your inquiry regarding ***** ******** ********** *****. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur.It is my understanding that ***** ******** ********** ***** stated there was a concern with ERTC billing and service alignments as well as a current concern we would not provide reports as an additional balance was owed. Client stated that balance owed was $500.00 I believe the matter to be addressed for the client. If you have further questions, you can contact me at *********************** or ###-###-#### ext. *******.Sincerely,Liliana F********Manager, Client Services HCM Small Market

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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 signed up with Paychex for payroll for our small business ***** **** **********, LLC in the fall of last year. We were processing payroll semi-monthly using Paychex. In February of 2024 we received a call from Aiden Y*** at Paychex stating our account was set up incorrectly as we were a CDS company and he would need to change our account over. Since this change was made we have had nothing but problems. Before talking to Aiden I had call to process payroll to pay out on 2/28/25. When Aiden switched our account over he stated he would reprocess the payroll under the clients EIN as we were previously processing it under the company's EIN which was incorrect for a CDS company. He stated he would void the payroll I previously called to process. On 2/27/25 Paychex debited my account for the payroll I previously called to process as well as the payroll Aiden processed. We submitted screenshots of our banking app to Aiden showing that on 2/27/25 $946.44 was debited twice for payment to the employee, $338 was debited for taxes, and $268.07 was also debited for taxes. We have yet to receive a refund for the duplicate charges despite providing supporting documentation and asking for a call back from a manager/supervisor. For the payroll date of 2/14/25 Paychex debited $224 for taxes and attempted to debit $295.07. They were unable to debit the $295.07 as we were late depositing the cash requirement that morning. Paychex charged us a $120 tax insufficiency fee and $120 Payroll insufficiency fee. This was incorrect as the taxes were successfully debited on 2/10/25. We have yet to receive this refund. In addition to these incorrect charges, Paychex constantly debits our account with no warning or explanation of charges. We have called Paychex at least once per week since February and have yet to receive a call back or a resolution. Aiden told us that he could not see any notes on our account regarding previous calls. This company is a scam with poor customer service!

  

  Business Response

  Date: 05/06/2025

  Thank you for your inquiry regarding ***** **** ****** LLC.
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help settle any disputes that may occur. It is my understanding that ***** **** ****** LLC stated taxes
  had been withdrawn twice but not refunded. The client was able to get resolution with the help of a Paychex Manager. The details of the resolution are attached.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** or ###-###-####. Sincerely,Lisa C*****Client Service Manager 

• Initial Complaint

  Date:04/14/2025

  Type:Product 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 ran a company that was a payroll client of paychex. Our company went out of business in July of last year and we cancelled our paychex account. I spoke with our client representative and the benefits team to cancel our account. Our benefits team successfully cancelled our account with the benefits program, but our client rep never fully closed our payroll account. We were not aware we were still being invoiced for the payroll account until the last 30 days. I spoke with our payroll representative and she apologized and cancelled our account with an effective date of last July - as originally requested. She also credited our account for the erroneous bills that had been processed in the interim.
  
  At this point, I was very satisfied as all had been taken care of. Until paychex attempted to debit our account again today. I called our payroll specialist back and she said that there was another service that we were being charged for that she didn’t catch last week when we spoke - Section 125 benefits, something I had never heard of until today. She transferred me to that department who told me there was nothing I could do and we owed the money. I asked her why no one informed me of the need to separately reach out to this department. Especially given that they told me I needed to co tact our benefits team separately. So why wouldn’t they tell me about this one? She attempted to blame me for the fact that no one internally had reached out to her and that there was nothing she could do. She refused to let me speak with a manager and said that someone would reach out to me.
  
  I have had multiple companies use paychex and I will never use them again - I will also encourage others in my industry to avoid using them as well. ********** and ***** have significantly superiors products at this point. Paychex makes it purposefully complicated to cancel and close accounts and even when you do everything they tell you to do, half the time they don’t close the account.

  Customer Answer

  Date: 04/15/2025

  Wanted to just let you know that I just heard from Paychex and they'll be refunding all of our money, and closing out our account. 

• Initial Complaint

  Date:04/07/2025

  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 was with this company for many years and they've been wonderful. Last year they began changing agent after agent and my company and employees payroll fell through the cracks. I have 2 locations and they began sending double paychecks and moving employees around on me. That was last summer. All of the errors and the resultant late paychecks cost me 3 employees and a few hundred dollars in payroll taxes for wages that never should have been run. I spent weeks getting a runaround while they were "working it out". Nothing was ever resolved.
  
  Later in the fall I had a new employee that was supposed to get paid $8/hr for 40 hours of work. Instead they sent a paycheck where they'd paid her $40/hr for 40 hours. So a $300 check ended up $1500 and they pulled out all the taxes etc associated with that and have never reimbursed me or made it right on her w2 despite repeated requests to do so.
  
  I asked that 1 more payroll be processed before the end of the year. Because of all of the gross errors I didn't dare go into a new year with Paychex. They said they couldn't get it done by the end of the year so I told them never mind. They then processed it anyway in January and charged me al of the fees associated with that.
  
  Finally, I have repeatedly told them to cancel my service with them and they refuse to do so and contrinue to charge me a monthly $58 dollar fee that they've refused to stop collecting. I have told them by phone and by email to cancel and yet they refuse to fix the issues and/or stop taking my money.

  

  Business Response

  Date: 04/15/2025

  Thank you for your inquiry regarding *** ********* ** ****.
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help settle any disputes that may occur. It is my understanding that *** ********* ** **** stated that
  a check was processed with an incorrect pay rate, creating an overpayment that
  had not been reimbursed. Additionally, there were continued invoice charges
  after their account was requested to be closed.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ********************* or ###-###-####.Sincerely,Andrew S*******Client Service ManagerPaychex Inc.

• Initial Complaint

  Date:03/31/2025

  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 are a small business located in Washington DC, that hired Paychex to take care of our payroll for 1 employee. Paychex did not submit wage witholdings to DC from 2015-2016, nor did they submit the corresponding wage reports to the Deaprtment of Employment services. We were not aware of this issue until recently, since the government was submitting their notices to an old address. We have been charged over $8,000 in penalties and interest. We had cancelled our paychex subscription prior to learning about the oversight. Once we learned about it, we immediately contacted Paychex to find out what had happpened, and were told a team was investigating and would get back to us in 13 weeks. That was over 6 months ago. Our attempt to get a response from them have gone unanswered since. We have negotiated a payment plan with the DC government in the meantime. Paychex has remained unresponsive and unaccountable for their actions.

  

  Business Response

  Date: 04/09/2025

  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 we had
  not made payments on behalf of ***** ******* Inc.The client was able to get resolution with the help of a Paychex Manager. The details of our resolution are attached. I believe the matter to be resolved until we hear from them,
  you can contact me at ******************** or ###-###-####.Sincerely,Lisa C***** Customer Service Manager