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:02/22/2023
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.
I am the payer for a COBRA health insurance, monthly premium ($494.25) for my daughter ******* L. ******** (d.ob. 6/27/72). In February 2022, ******* was diagnosed with terminal cancer. She went on long-term disability. *******'s employer ******** ***** *** of Traverse City, MI contracted with PAYCHEX to facilitate the continuation of *******'s monthly health insurance under COBRA.
Paychex requires a monthly coupon + premium to be paid the 1st of each month. *******'s November 2022 premium was mailed to Paychex's Chicago office on Oct. 21, 2022. My check for $494.25 was cashed by Paychex. I have copies of the cancelled check.
On Saturday, Oct. 29, 2022 my daughter ******* died.
On Monday morning Oct. 31, I had a phone conversation with Paychex employee Steve S********* He assured me *******'s case would be closed and a refund forthcoming to *******'s address.
By mid. Dec. when no refund arrived, I had a tx conversation with Paychex employee Kali. A copy of *******'s death certificate would expedite matters. This I emailed Kali on 12/20/22. In a follow up, Paychex employee Melissa Q******* emailed me their condolences and wrote that a refund would follow.
Thirty days late when no refund arrived I contacted Paychex. On 1/18/23 their employee Becca F***** emailed me that they, " . . .are awaiting confirmation from the carrier that the coverage has been stopped."
It is now almost 4 mos. since *******'s passing and still no refund for Nov.'s premium. It appears that Paychex does not accept the finality of *******'s passing in October. I am still awaiting the Nov. refund.
Thank you for your attention to this.
Business Response
Date: 03/01/2023
Re: ******** ***** *** Authority ******* ********, on behalf of deceased participant: ******* ********Case: ********Thank you for your inquiry regarding ******** ***** *** Authority/******* ********, on behalf of deceased participant, ******* ********. Paychex takes complaints from our clients/participants very seriously. We appreciate the opportunity to help resolve any disputes that may occur.It is my understanding, the father of the deceased, stated there is a refund due ($525.82) from his daughter’s health insurance premium payments.The resolution was reached with the help of a Paychex Manager. As of this date the issue has been resolved. The details of our resolution are attached. On behalf of Paychex, we believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ********************** / ###-###-####.Sincerely,Leanne ‘Lea’ B******** Operations Manager- Customer Support / COBRAPaychex Insurance Agency, Inc.225 Kenneth Drive, Rochester, NY 14623Customer Answer
Date: 03/06/2023
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:02/21/2023
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.
On February 17, I called paychex because a payment of 107.92 deducted from my account. I closed my accounts with paychex, so I didn’t understand why they were still taking charging my accounts that were closed. When I asked the customer about the transaction, she said that I had to talk to the 401k department about that. When I was directed to the 401k department, the customer service representative said that they will email the paperwork in two days so , I can terminated my 401k services. I asked for my 107.92 to be refunded back to might account as well because I thought when I closed my accounts with paychex, everything would close. But paychex left the 401k account open. A customer service representative sent me an email today which is 2/21/2023 about terminating the 401k And it was basically saying I had to pay a 1500 dollar fee for them to close the account and it has to be transfered to another account to be closed. I emailed them back stating that I no longer want their services and I don’t want them to prepare anything for me. I would like my 401k account closed so I can be done with paychex and this nightmare. The customer service representative didn’t respond back. I want this 401k account closed.Business Response
Date: 03/01/2023
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
noticed charges from Paychex that correlated a 401k account, and they wished to
cancel this product and requested refund of pulled amounts totaling $107.92. The client was able to get resolution with the help of a Paychex Service Partner. As of this date the issue was resolved per the client's update. The details of our resolution are attached.I believe the matter to be resolved to the client's
satisfaction. The PEP termination is currently in process. If you have further questions,
you can contact me at *******************Sincerely,Sariah G****401(k) Client Relations Service **************************Initial Complaint
Date:02/21/2023
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 administering our health care plan for my employees. On September 22nd, 2022, I informed Paychex that I wanted to cancel the group health policy effective October 1st, 2022. I signed and submitted their requested documentation the same day, Should be the end of the story.
In December 2022, my bookkeeper informed me that the medical insurance group policy was still being deducted from my business checking account. I contact Paychex December 28th, 2022 and was informed by Paychex that the account is terminated in their system.
I contacted ****** ****** ********* (the insurance that Paychex brokers procured for my employees) and was informed that the policy was still in effect. I contacted Paychex and was, again, reassured that the policy was canceled in the Paychex system.
After receiving another insurance bill from *** for January, I contacted ****** ****** ****(***) in January 2023 to be informed by *** that the policy was still in effect. *** indicated to me that they had not received any notifications of cancelation. *** informed of the required documentation needed and proceeded to cancel the group policy effective January 31, 2023.
Paychex has admitted fault for the error in writing and I have demanded a refund of premiums paid after my initial "cancellation" through Paychex.
As of 21-Feb-2023, I have not heard another word from Paychex on how they will make me whole.Business Response
Date: 03/10/2023
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 Paychex
Enrollments failed to properly terminate policies in a timely manner.The client was able to get resolution with the help of a Paychex Manager. As of this date this issues were resolved per the client's update. The details of our resolution are attached. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************* or ###-###-####.Sincerely,Rich L******Paychex Insurance
Agency, Inc.Health & Benefits
Operations Manager16404 N. Black Canyon
HWY #140, Phoenix, AZ 85053Phone: ###-###-####, Ext. ******* | Fax: ###-###-####Customer Answer
Date: 03/10/2023
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:02/21/2023
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.
We ****** and Paychex has entered into a payroll service contract in December 2020. By contract, Paychex is obligated to provide tax return and year-end adjustment services for our employees.
27th Dec 2022, we emailed Paychex for the year-end adjustment for our employee under US taxation law, which should be done before 2023. We sent the related file and data to the assigned specialist Shanise W****** Teresa C******** and Alayjah J*****. The responding specialist was Andrew P****.
29th of Dec 2022, Alayjah J***** took over and asked how to fill W2 form. We sent a detailed instructive email and arranged a payroll specialist to assist.
3rd Jan 2023, Terence D**** emailed us and inquiry about how to handle year end adjustment. We replied with full detailed instruction.
5th Jan 2023, Alayjah J***** emailed and inquired how to do the reporting to the tax authority. We replied immediately and received no reply for the next 5 days, and was told on the 10th that we’ll be informed once they’ve done.
12th Jan, Alayjah J***** asked if we need ‘assistance’ with this long-lasting unresolved issue.
13th, she inquired, for the 3rd time, about how to handle the year-end adjustment. We replied how to handle their contracted task and received no reply till 17th, and was told they were still working on it, and again on 24th. We were promised that this task would be done “as quickly as possible”. However we only received an email stating that Paychex would “look into the status” on 30th and no word since then. Our local HR located in Glasgow contacted Paychex specialist, whose calls were unanswered or hung up.
21st Feb, ANOTHER specialist, Shannon V***** emailed the failure of year-end adjustment. Paychex’s unprofessionalism will cause us late in tax-return, compliant from our employees and extra cost on W2-C, even possible fines from US tax authority. Out of distress, we have no option but to seek BBB for assistance.Business Response
Date: 04/07/2023
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 have not received followed up from Paychex on a wage correction request for a single employee for tax year 2022. ************ ******* ********** ******** LLC mentioned they reached out
to multiple Paychex contacts since December of 2022, no one responded or addressed their concern after repeated outreach.The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. The details of our resolution are attached.
I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** and ***** ******** ********* ********
Sincerely,
Debbie H****
Client Service Manager
Indianapolis/Nashville Regional Service CenterInitial Complaint
Date:02/20/2023
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.
I signed with Paychex and ran one payroll with them on 1/17/23 for the week of 1/8/23 - 1/14/23. Upon running payroll additional taxes were withdrawn from my account other than what was required for the pay period of 1/8-1/14/23. I reached out to Paychex and was informed only one entity can file taxes on our behalf and the additional taxes withdrawn were for the pay period of 1/1/23 - 1/7/23 with my previous payroll provider. I was NEVER informed this would be done. When I did contact my previous provider to separate with them, I decided to stay with them and I informed my "dedicated Payroll Specialist" via email on Jan 19, 6:03 PM that I would be staying with my previous provider. On Jan 20th @ 9:23am, I received the client separation form, which I completed and returned on Jan 20th @ 9:51am. In my emails, I did request a refund of the taxes that were withheld. On the client separation agreement, it states "Taxpay Clients: We will return any unpaid liability to your bank account approximately two weeks after your account has been closed. Any amounts due prior to closing the account will be paid." I never received a refund of any taxes within 2 weeks, therefore, on 2/3/23, I contacted Paychex to inquire about the refund of my taxes. I had to send several emails, but I finally received my tax transaction summary, which showed federal taxes were paid on 1/25/23 - 5 days after I submitted my client separation agreement, and my account was not closed until 1/27/23 - 7 days after my client separation agreement was submitted.
I was informed that "Federal taxes in the amount of $1,486.71 are being refunded back to you. Unfortunately, they may not initiate that refund until the end of the quarter. " No mention was made of a refund of state taxes.
It does not appear as though state taxes have been paid yet they have not been refunded.
At this point, I would like a refund of all my taxes (including Federal) that were withdrawn from my bank account on 1/19/23.Business Response
Date: 03/06/2023
Thank you for your inquiry regarding Skyline Glass &
Glazing 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 taxes were withdrawn from the
company account other than what was required for the pay period they used
Paychex as their payroll provider. The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. The details of our resolution are attached.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************Sincerely,Danielle T******Manager, Client ServicesInitial Complaint
Date:02/20/2023
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.
401k cash out payment website faulty routing number in error but wire transfer number it worked but wasn't right so had to wait for them to get money back an send it back though the mail system with is unreliable with the robbery in chicago an have to wait almost two weeks for them to send it .this is disturbing my way of life an it's to much money for something to happen that I can't control. They have to change there policy .Business Response
Date: 03/02/2023
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 a participant
was upset with our process to reissue a distribution from the 401k plan. The original ACH was rejected by the bank due
to wrong routing /account numbers. To
reissue as an ACH we require a copy of a void check and the participant did not
have any checks. We than reissued as a
check and overnighted to the address on file.As of this date I have spoken to the client, confirmed the check
was received in good order. Explained
the reason for the requirement for a void check to reissue as an ACH and the
need to wait 5 business days to make sure fund where return by the bank in good
order. The client understands the reason
for the process and the matter has been resolved.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ###-###-####
Ext 5280157 ******************comSincerely,Dominic B*******401(k) Client Relations Service PartnerCustomer Answer
Date: 03/02/2023
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:02/20/2023
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.
We used paychex as payroll processor for the last several years. Paychex has always filed quarterly, yearend, w2 and tax reports in accordance with payroll requirements. We closed out our account due to not having any employees. We were under the impression, due to the fact we paid all fees accordingly during the time we were processing payroll, that when the final reports needed to be filed the would be handled accordingly. Apparently, the account was closed in a way that nothing was handled or processed. We just want to have all reports completed and filed. We do not want to have to pay some astronomical amount of money to have this completed. This should have been included in price and completed accordingly at the time of account closing. I have not called paychex 10 times since february 14 to try to get this completed. This equals over 10 hours on the phone.Business Response
Date: 03/06/2023
Thank you for your inquiry regarding ***** ******* Agency.
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 ***** ******* Agency stated Customer’s
Statement of the Problem:The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. The details of our resolution are attached. I
believe the matter to be resolved to the client's satisfaction. If you have further
questions, you can contact me at ******************* ###-###-#### ex *******Sincerely,Stay safe and Thank you, Cartier ArcherClient Service
Manager Northeastern
OperationsInitial Complaint
Date:02/16/2023
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.
Paycheck flex sends out notifications to payees of employed employees, the issue is, they don't release my pay, e.g , I'll get a notice via text that a Paycheck stub has been issued for the payday however, I go into my bank there's no deposit. Now I've called my bank about this, it's not them, it's the sender who holds out. I know this to be a fact because I have had direct deposits from. Other sources which paid out as stated.
My debtors are waiting and this service is behaving like high school teens.Business Response
Date: 02/27/2023
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 an employee of ********* ***** ***** Inc stated “Paychex flex sends
out notifications to payees of employed employees, the issue is, they don't
release my pay, e.g , I'll get a notice via text that a Paycheck stub has been
issued for the payday however, I go into my bank there's no deposit. Now I've
called my bank about this, it's not them, it's the sender who holds out. I know
this to be a fact because I have had direct deposits from. Other sources which
paid out as stated. My debtors are waiting and this service is behaving like
high school teens.”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,Dal M Ch*********Dal Ch*********Client Service Manager- Paychex, Inc.Initial Complaint
Date:02/15/2023
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.
Our firm has been a Paychex customer since 2015. In the fall of 2021, we agreed to upgrade our subscription to include some additional services offered by Paychex. In January 2022, we learned that Paychex failed to process our firm's W2s--something that was required under our contract. On February 15, 2023, we received notice that Paychex had also failed to file our W2s and quarterly 941s with the state(s) (still waiting to see if additional deficiency notices are forthcoming). It took numerous phone calls and emails over the course of several days just to get our W2s and now we're left dealing with apparent fallout. I immediately attempted to notify Paychex of this issue and provided them with a copy of the deficiency notice. In response, our assigned customer service rep (CSR) replied with a web address where I could submit the deficiency notice myself. I attempted to contact her supervisor to express my frustration with the, "Sorry, go fix it yourself," approach to this problem and asked for a return call. No return email or phone call was received.
Unfortunately, this response is consistent with the complete lack of responsiveness we received since we upgraded (yes, upgraded) our subscription. For instance, I was not given notice that our CSR was changed at the end of 2021. Since then, my assistant or I have attempted to contact our CSR representative numerous times:
- Email sent 01/27/2023: no response received from CSR.
- Email sent 01/30/2023: no response received from CSR.
- Email sent 02/07/2023: no response received from CSR.
- Email sent 02/09/2023: no response received from CSR.
- Email sent 02/13/2023: no response received from CSR.
- Email sent 02/15/2023: no response received from CSR's supervisor.
In addition, I have left numerous voicemails and called and spoken with the general service line repeatedly. I have been unsuccessful in escalating this problem, as I am always referred by customer service back to our CSR.Business Response
Date: 02/23/2023
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 experienced
a challenge in escalating a tax filing concern, coupled by follow up concerns. 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 ###-###-####Sincerely,Brandy
D**** PHRS Client Service SupervisorOffice:
###-###-####*Customer Answer
Date: 02/23/2023
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. We had some difficulty getting this matter escalated and into the right hands at first, but we have been nothing but happy with the response offered by Brandy and her team. We look forward to a long relationship with Paychex and realize that this was a highly unusual set of circumstances that are not likely to repeat for us (or others).
Regards,
***** **********Initial Complaint
Date:02/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We originally used Advantage Payroll , they were bought out by Paychex..
when they were advantage payroll, we never had a problem never had an issue. Everything ran smoothly for years ..
in the past 18 months when Paychex took over it has been an unbelievable nightmare . Paychex failed to pay or report liability taxes for 6 months .. Long story short : our accountant who took over our payroll services .discovered all of the errors incurred by Paychex who also refused to work with our accountant to get tax information switched over.
our small business has had to pay over 14,000 in part penalties and part what we owed.. .. paychex was horrible from the start. Lack of communication, poor customer service. I would never recommend them to anyone.!Business Response
Date: 02/10/2023
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 that
they received poor customer service and had to pay penalties. They stated in
their communication that their issue had been resolved and that at this time
they were requesting no further communication from Paychex. We apologize for
the experience they had while with us. I believe the matter to be resolved to the client's
satisfaction and they will not receive further contact from Paychex. If you
have further questions, you can contact me at ***********************.Sincerely,Brian A*********Client Services Manager
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