Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 504 total complaints in the last 3 years.
- 179 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:02/09/2023
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 have a small medical practice and recently switched my payroll company to Paychex.
I have had 2 payrolls with Paychex and both with problems.
Last payroll my staff did not get paid in time . I have designated person allocated to my account who refuses to address the issues, supervisor promises to call back and does not respond in spite of numerous attempts.
I have spent several hours of my busy time to get my payroll released.
No own is willing to own the issue and promise that the problem will not keep on recurring.
I want buyer be aware that this is not a company with clean slate and maybe they should look at other vendors.
Business Response
Date: 02/14/2023
Thank you for your inquiry regarding ***** ****** MD 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 ***** ****** MD Inc stated that
both payrolls processed with Paychex have had issues, including a delay of pay
to their employees. 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,Madison Fr**********Client Service ManagerCustomer Answer
Date: 02/22/2023
Thank you This complaint has been satisfactorily resolved Thank you for your help***** ****** MDInitial Complaint
Date:02/08/2023
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.
From October of 2022 to the beginning of January 2023, we switched payroll companies to Paychex. Their sales representative had said she had retrieved all of the information she needed from our previous payroll company. I let the sales rep of Paychex know that we would be charged for any future reports or information we may need if they did not.
I signed a DocuSign document from Paychex that stated we would not pay for onboarding fees. A couple of weeks after their sales rep told me that her higher-ups did not accept waiving the onboarding fee, so she would then waive the cost of our year-end taxes to even it out.
Year-end tax deadlines were approaching for W2s and 1099's so I started emailing them about it. They said that they did not have the previous payroll reports to finalize our 2022 1st - 3rd quarter W2s and 1099's. They then gave me reports for just our time with them from October - December the 4th quarter. I let them know they are responsible for all quarters in 2022.
I have spoken with sales, HR, and the payroll department with at least two managers involved by phone and email since the beginning of January about getting our W2s and 1099's done. They admit it is their job and apologize only to pass me off to another department again, and so on. January 31st was the deadline for this and they are still passing me off and not finishing our W2s and 1099's for 2022. I paid our other payroll company $415 plus a 30-dollar bank wire fee to get the reports they need to finish the job before the deadline. I am now paying our CPA for an extension of the deadline. Since the deadline has passed, we may face penalties. Paychex also charged us for the W2s and 1099 processing. Which they said they would refund.
We used Paychex the last time for our first payroll of January 2023 and have since switched to another company, but our fees for unfinished work keep rising. We have documentation and many emails if needed.Business Response
Date: 02/20/2023
Thank you for your inquiry regarding ***-****. Paychex takes
complaints from our clients very seriously. We appreciate the opportunity to
help resolve any disputes that may occur. It is my understanding that ***-**** stated, Paychex did not obtain all payroll
documentation timely to update the 2022 records which resulted in ***-****
incurring additional fees to provide these documents to Paychex. As of this date, I have spoken to the client. We have added their
wages to correct their W2s and 1099s and provided them with emailed copies as
well as overnight couriered their original copies of the forms. We have
confirmed the W2 fees that were invoiced were fully discounted resulting in no
charge to ***-****. We are reimbursing them the $415 plus the $30 bank fee and
additional billing fees incurred while on Paychex service.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************* ###-###-####.Sincerely,Robert P******Market Manager********************###-###-####Business Response
Date: 03/03/2023
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 ***-**** stated there was still
a discrepancy on one of the 1099’s we provided to their company and we needed
to fix it and check our calculations for all employees.As of this date I have spoken to the client, we have repaired the
incorrect 1099 and provided the client a copy. Additionally, we have audited
all of the employee information to ensure there are no other discrepancies.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *********************Sincerely,Robert P******Market ManagerCustomer Answer
Date: 03/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Paychex had to correct a 1099 because our 1099 worker quickly brought to our attention that it was thousands of dollars off. Paychex said that they fixed it and sent it to us again but it was still incorrect. They then sent it back a 3rd time and this one was correct. They said that was the only one that was wrong. They had not added the previous payroll 2022 taxes onto their taxes multiple times., which is the reason we are here in the first place. Their audit "team" looked at all of them 2 times and assured there accuracy.At this time we have no trust that the rest of the W2's and other 1099 they sent us are correct. Therefore, we are having our accountant double check all of their work to make sure they are correct. Until then I see this matter as incomplete. This has been a hardship since Late December on our company since trying to get our year end payroll taxes done in timely and efficient m***er. It took us to contact the BBB in order to have anything done at all.
Regards,
***** ******Initial Complaint
Date:02/07/2023
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 used PayChex for my employee payroll for over 3 years and recently in 2022 I changed my business name from an LLC to an LP. Myself and my tax attorney/accountant, submitted all of the information we were asked for in order to create new business/EIN with PayChex to continue payroll services. After the first quarter of 2022 I started receiving letters from MO employee withholding for payroll taxes saying we needed to pay. I reached out to PayChex several times and was unable to connect with someone via phone and email in June of 2022. After going back and forth several times with all of the documentation of these communications, PayChex finally accepts fault and for the neglect of my account and says they will be accountable. They also committed to getting the issues resolved so I could get my payroll taxes paid for 2022. It is now February of 2023 and I still have no resolve to this problem. Paychex clearly is not managing and neglecting to resolve this issues. I am happy to share any and all documentation of these communications and issues. I am trying to do the right thing and get the taxes I owe from payroll resolved and they are keeping me from doing so. Please please help me, I can't spend anymore of the valuable time I have in a day to run my business on this horrible company.Business Response
Date: 02/21/2023
Thank you for your inquiry regarding *********** **** ****** LLC. 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 stated in 2022 they
changed their business entity from an Limited Liability Company to an Limited
Liability Partnership and submitted all of the information to Paychex to
continue payroll services. After the first quarter of 2022 the client started
receiving tax pay notices. The client reached out to us to get this resolved
starting in June of 2022 to get payroll taxes paid for 2022. After several
correspondences the client reached out to our corporate office and leadership
team in February of 2023.As of this date, we have assisted the client in processing the
entity changes and getting their tax returns amended to allow them to file.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Tarik S****Manager, Client ServiceInitial Complaint
Date:02/07/2023
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 have been trying to closed my accounts with paychex for a few months now. They finally closed one of my accounts but said I had a balance that was 256 to close the account on 12/12/22. I just received an email from one of their representatives today which is 2/7/23 saying I owe 790. They are still charging me for a closed account. They didn’t do anything for me but shift money around in my accounts. It has been a total nightmare. I regret even dealing with paychex. The customer service is horrible, I kept asking them for weeks to close my accounts and that I no longer wanted to do business with them. But they ignored my emails and kept the my accounts open. Now they say I owe 790. This company is a complete ripoff. I would not recommend their services to anyone.Business Response
Date: 02/20/2023
Dear Lou Ann:Thank you for your inquiry regarding *** *** ******* LLC. Paychex takes complaints from ourclients 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 overcharged for accounts that they had wanted closed.As of this date I have communicated to the client, I have refunded her open invoices as a courtesy. The invoices included minimum monthly billing fees, w2’s processing and NSF fees.A total of $790.00.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,Stephanie L**** Client Service Manager PaychexCustomer Answer
Date: 02/23/2023
Better Business Bureau:
The client service manager and I reached a resolution on February 10, 2023 that both of my accounts were closed and I have a zero balance due. But I noticed that on February 17th a deduction was taken from my account 107.92. When I emailed the client service manager, she said that it was the 401k department and I have to contact them. I called the 401k department and asked to discontinue my services with them. The 401k department said okay we will send you email in two days. I received the email on February 21, 2023 is was saying that I had to pay paychex 1500.00 fee in order to discontinue the 401k service. I emailed the 401k service department and stated I no longer want their services and I would like to move on from this nightmare. They emailed me back that they couldn’t help me with what I was asking for and keep resending the document for me to sign that has a 1500.00 fee on it. I didn’t sign the document. I also received an email from a debt collection agency on February 22,2023 called ******* *** ***** saying that I owe paychex 798.53 Paychex sent my accounts to a collection agency on February 22, 2023 after my account was already closed and cleared on February 10,2023.After I had been cleared from both of my accounts with zero balance due. I have emails from the service client manager stating my accounts were clear and closed. Paychex sent my accounts over to collections because I closed my accounts with them. I no longer want to do business with them and I wouldn’t recommend them to anyone. I was going back and fourth with them for a few months trying to close these accounts and I finally had the client service manager to close them for me. I asked the Paychex billing department on February 21, 2023 why did they send my accounts to a collection agency after they had been closed and cleared by the service manager. Paychex responded by saying they can’t talk about the accounts because they sent them to a collection agency. I agree with the resolution from the service manager Stephanie that accounts are closed and cleared but I do not agree with paychex sending my closed and cleared accounts to a collection agency. And I also disagree with paychex trying to charge me 1500.00 fee to discontinue my 401k services with them. I also got an email from the 401k department saying they could wave the 1500.00 fee but I have to sign the document that clearly states being charge the 1500.00 fee , I told the lady from the 401k department that I do not feel comfortable signing any documents from paychex because they are not an honorable company. I asked if there is a way to discontinue services so I can move on from the experience. It has been awful.
******* *******Initial Complaint
Date:02/06/2023
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 November, I requested a payout of my 401K through Paychex. I was charged a $75 fee to issue a check directly to my bank. The check did not physically arrive for 46 days later (whether this is a company issue or a mail issue is not my concern). Banks can only accept a transfer check for 60 days from the posted date on the check. Being that I work and needed to make an appointment with my bank for the transfer, by the time I was able to actually get to the bank, the check was no longer valid. I contacted Paychex with a simple request that since it was not a large sum of money, to reissue the check directly to me and take the taxes off of it. This would allow me to put it in my ROTH IRA account and I can worry about it on my own time. The representative (Hope L.) stated that there is ANOTHER $75 fee to reissue the check on top of taking taxes out. After I had already paid $75 for them to fail to get me the check with ample time. I asked Hope L (401K Service Partner) to speak with her supervisor regarding the circumstances, she simply stated they would tell me there is a fee and she refused to speak with them. When I pressed the issue, she said she spoke with them (within 1 minute of declining to speak with them) and they said there is a fee. She kept skirting the issue by saying "is there anything else I can help you with" and refusing to discuss the issue any further. Paying a second fee of $75 is absolutely absurd, regardless of whether the company failed to get the check to me on time or if the mail did (I find it hard to believe USPS failed to deliver mail for over a month). I will be sending in the reissue paperwork as I have no other choice, but the company should be waive the $75 fee by circumstance.Business Response
Date: 02/24/2023
See attachedAs of this date, we have assisted the client in processing the entity changes and getting their tax returns amended to allow them to file.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Tarik S**** Manager, Client ServiceBusiness Response
Date: 02/24/2023
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 a participant in the plan requested a rollover from the plan. The check was delivery to the participant, by the Post Office,46 days later. The bank informed the participant that the check was no longer valid and when the participant call Paychex to have it voided and reissue, as a lump sum distribution, we quoted the participant a $150.00 service fee As of this date I have spoken to the client. I explained that the bank was mistaken, the check was valid for 6 months given it was a direct Rollover issued to the participant’s IRA. Given the participant had already submitted the Void and Reissue request we agreed to waive the$150.00 fee and over night the check when available. The check was reissued without a fee and send out for Friday 2/24/23 delivery.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ********************* ###-###-#### ext *******Sincerely,Dominic B*******401k Client Relations RepresentativeInitial Complaint
Date:02/04/2023
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 terminated both my payroll and 401k with with surepayroll (through eplanservices/paychex) in about March/April after many issues with them not providing support/returning phone calls or emails. Pretty much, they did not follow contract. I was told I would be refunded all fees and that my account was terminated. I was concerned about the funds left in my account, I was told that since it was less than $400 not to worry about it until I got a new 401k. I then started receiving emails from eplanservices about deferments… I was confused because I had terminated my account. When I tried to reach out I would be on hold 30+minutes and when I tried to reach out to the contact on the email directly (Keith) the email would come back as undeliverable. I was also unable to login to sure401k because my account was closed. Finally someone agreed to call me back in December and walked me through how to terminate myself as an employee on the eplanservices site (a site I never had access to in the first place) and send the money to myself with a huge processing fee. I now received an email saying I owe invoice fees..
This is absurd since I terminated my account in April and was told everything was complete. They need to leave me alone and get their act together. I am a disabled individual who doesn’t want to keep dealing with this incompetence.
Thank you.Business Response
Date: 02/14/2023
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 she received notification of an outstanding balance of
$383.33 when she inquired about cancelling her Sure401K plan. 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,Chris D*** Manager, Customer CareP:
###-###-####C: ###-###-####Initial Complaint
Date:02/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is a follow up to BBB Case number #********.
Last October, I filed my initial complaint to the Better Business Bureau regarding an issue where I paid "Paychex Inc" a sum of $12,000 in order for them to both accurately complete *and file* my Employee Retention Credit (aka "ERC") with the IRS, which is a fully refundable tax credit filed against employment taxes. Not only did they not file them, they made me do it. In all, I actually filed all of the same "941-X" returns a total of 6 (six) times. I sent them via certified mail, "snail" mail, and fax.
Since last October, when I initially filed my complaint, I have been working with various staff at Paychex to get this done. I have been told repeatedly that they've been "trying to contact the IRS" with excuse, after excuse. I have been told repeatedly to "wait, we're working on it". In Nov / Dec I informed Paychex Inc that as a US citizen and taxpayer, I am entitled to open a case with the IRS, if the IRS have not handled my issue within 6 months. It has been nearly two years.
Paychex (and company) assigned a tax attorney to assist in this matter. I was given yet another wait period to "wait until January 31st" because apparently the IRS is "closed" from mid December through January 31st. (??) I told Paychex I am not going to accept any further extensions. They said they would contact me on Feb 1st. I didn't hear from them, so I emailed them.
Today, Feb 3rd, 2023 - I was contacted by the tax attorney, and he told me to "just go ahead and send the IRS another copy of the 941-X returns. This is completely unacceptable!
At this time I am requesting that they refund me the remaining $6,000 of the $12,000 they charged me for this "service" AND I want my $28,000 in ERC [tax credits] that were filed with the IRS almost two years ago. I have spent literally hundreds of hours in this ordeal, and I have reached the end of my patience.Customer Answer
Date: 05/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is a follow up complaint from original complaint #********. Short version, we paid Paychex inc $12,000 to file and receive our ERC tax credits. We filed a complaint, and they agreed to 1) refund some of our money for two years of grief *and* 2) assured me that they would continue assisting us until we receive the remainder of our outstanding tax credits. It's been over 3 years, and at least 6 months since we heard from them with an update to our refund. After contacting the assigned person to this issue, they are now, once again denying us the service we paid them to do, and assured us they would follow through with updates. The most recent person (in a long line of people who have passed the torch to other people over the years) assigned to this issue is as follows: Jennifer K G**** Manager, Dedicated Service Center-West ****************** Office: ###-###-#### After an additional YEAR of inaction, reached out to Paychex again, and they are once again denying any further assistance with this issue. I sent them a request for follow up on Wednesday, May 8, 2024 11:48 AM. I received the following response from Jennifer at Paychex: Howie, Paychex will not get these updates. The IRS is only communicating with taxpayers directly. At this point, it is at the discretion of the IRS to proceed or not with any further refunds. Jennifer K G**** Manager, Dedicated Service Center-West Office: ###-###-#### This is not the case, and never has been. Paychex is claiming they no longer receive updates. The truth is that they've never received updates. No one has. Since no one's ever received updates from the IRS, it requires Paychex contacting them, which was the original agreement and understanding. The is a breach of our agreement. I am requesting a refund of the remainder of the balance (approx. $7,000) for not fulfilling their obligation and the original agreement to follow up and follow through until we receive our refund.
Regards,
***** ****** RefundBusiness Response
Date: 06/13/2024
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
are looking for additional refunds from ******** and the continuation of the
monthly updates from ******** in regards to the outstanding ERTC credits from
the Internal Revenue Service. The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved. The details of our resolution are attached.If you have further questions, you can contact me at *****************. Sincerely,Jennifer
G**** Jennifer G****Client Service ManagerInitial Complaint
Date:02/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paychex took $1825.44 from my bank account and provided me with nothing. On December 29th, Paychex and their admin cashed my first check for December COBRA insurance, and then cashed two more checks on January 19th for January and February COBRA insurance coverage. It is now February and my insurance is still not active. ******* **** ******* is the insurance provider. ******* **** claims they have not received any money towards my insurance policy and refuses to activate it.
I called Paychex several times since January 10th to try and get my insurance activated and they are incompetent. It took them until January 17th to send an email to ******* **** to activate my insurance - THREE WEEKS after they cashed my first check. Then when I called on February 1st I find out there's an issue with a third party admin who is really good at cashing checks the day they arrive in the mail, but cannot figure out how to give that money to the insurance company.
I have been patient for over 1 month. I am now calling Paychex every 2 hours until this is resolved. I have thousands of dollars in healthcare bills that I paid upfront and need to be reimbursed by the insurance company. They cannot do that until my insurance shows active. I am running out of time. I need help today.
Active case numbers with Paychex internal system: Case number ************* and Case number ************. COBRA ID within Paychex: *******. ******* **** activation reference number: *************Business Response
Date: 02/06/2023
Thank you for your inquiry regarding Participant ********* ******.
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 the participant, stated Paychex
COBRA did not activate insurance timely.As of this date, Paychex COBRA has reached out to the participant,
for information that was not provided and is needed for the carrier for
activation. Once this information is received from the participant, Paychex
will escalate with the carrier to process immediately. I believe the matter to be close to resolution. If you have further
questions, you can contact me at [email protected] ###-###-####Sincerely,Leanne ‘Lea’ B******** Operations Manager- Customer Support / COBRAPaychex Insurance Agency, Inc.225
Kenneth Drive, Rochester, NY 14623Initial Complaint
Date:01/30/2023
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 paying premiums directly to them for Cobra coverage since 05/2022 when my former employer changed HR Admins. I received the attached letter dated 12/02/2022, notifying me of an increase in my monthly premium (with a rate change effective 01/01/2023). On 12/14/2022, I mailed check #2152 for $1506.36 (with a note in the memo "Jan 2023 - Premium"). I also included a copy of the letter that I received, as well as the Jan 2023 premium coupon that was included with the letter to me. This check was cashed 12/21/2022. On January 3, 2023 sent check #1001 for $1506.36 for Feb. 2023 premium, and included the Feb coupon. This check was cashed 01/11/2023. On 01/10/23, my husband had a doctor appointment with his primary care physician at 8:15a. As he checked in, he was told that our benefits had been "terminated." I called Paychex, Inc. Cobra dept. from the doctors office & explained all of the information that I just outlined here. The representative who took my call said that they DID NOT have ANY RECORD of ANY LETTER indicating an extension of coverage with new premium rates. I further explained that I included a copy of the letter with the coupon for Jan 2023 and the check. I was puzzled since they obviously cashed the check. There is no way they received the check without the letter and coupon as they were stapled together. I also stated that I had received no correspondence terminating coverage. It has now been 42 days since they cashed the premium check of $1506.36 for Jan 2023 premium, and, 20 days since they cashed the premium check of $1506.36 for Feb 2023 premium. On 01/27/23, Sandra Olivarez (PEO Sr. Implementation Project Manager), responded to my former employer and indicated that a refund check was issued 01/24/23. On 01/28/23, I received the attached letter from Paychex, Inc. that was not postmarked until 01/24/23; although the letter is dated 01/13/23. THERE IS NO REFUND CHECK INCLUDED! They owe me $3,012.72!!!!!!Business Response
Date: 02/02/2023
Thank you for your inquiry regarding ******** ********.
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 that the participant stated, Paychex
cancelled her health insurance and was not refunding her money.As of February 2, 2023, we have researched the issue and will be
reaching out to the participant to explain and offer resolution in the matter.
The increase in premiums, the participant mentions, is due to an annual
renewal/increase experienced by her former employer (*** ******** ********) The
cancellation of the insurance coverage was due to how the state of Texas grants
extensions. Extensions are not guaranteed or automatic, but rather must be
requested. Prior to the BBB complaint, the participants premiums were in the
process of being refunded. A check was mailed to the participant on 1/26/2023 for
$3,012.72 A specialist will be contacting the participant to confirm this is
the preferred course of action or to assist in reinstatement.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.225
Kenneth Drive, Rochester, NY 14623Office: ###-###-####Initial Complaint
Date:01/29/2023
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 asked paycheck since November of 2021 to end all business with them due to them taking funds from my account without authorization.I filled out all necessary paperwork they sent to me in order to end all business with them and to this day they are still taking funds from my account paycheck has done everything possible to run me out of business I’m at the point where I’m not getting any help from anyone to make this stop so I’m asking the BBB to help put an end to this corruption or I feel I will have no choice but to take matters myself by going to their offices.I’m pleading for someone to stop this I’ve had enough.Business Response
Date: 04/14/2023
Thank you for your inquiry regarding **** *** ******* ************ Inc. Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help resolve any disputes that may occur.
It is my understanding that **** *** ******* ************
Inc stated they have tried to end all business ties with Paychex since November
of 2021.The client claims they have spoken with many different people about
completing this but are still being charged for the retirement plan service.
As of this date I have spoken to the client, and assured them the
plan has been terminated, and set expectations they will continue to be billed
for the plan until all assets have been removed. I have been actively working
with this client since January 30, 2023 to resolve these servicing concerns.
During this time, I have attempted to reach this client numerous times (via
phone and email) and have sent pre-filled paperwork to the client to help
expedite the desired resolution. Unfortunately, we are at a standstill until
the client returns the signed Involuntary Distribution paperwork back to
Paychex for processing.
At this time, I believe the matter to be resolved to the
client's satisfaction. If you have further questions, you can contact me at ******************** or at ************ *********
Thank you for your time and please let me know if you have
any questions.
Sincerely,
Angela M******
401(k)/S125 Client Relations
Representative
Office: ************ ********
www.paychex.com
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