Business Profile

Payroll Services

Paychex Inc

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.
180 complaints closed in the last 12 months.

If you've experienced an issue

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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:01/26/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hired Paychex to do my business payroll. From the first payroll there was problems each week I would call in they would say they fixed the error. All the representative did was create a new batch of errors. I have called for supervisor no one will transfer me, I have emailed for supervisors no one will answer me. I have reached out to Sales Rep for supervisors they claim to send emails no one will answer. They ran multiple payroll for same employee on same pay period, they over paid taxes doing this, my reports are wrong, the pay stub year to dates are backwards and incorrect. W-2 in wrong and no one will fix it no managers will call. I told them that California is very strict on inaccurate pay stubs and I could get sued they just blow it off and still will not fix it. I am up to date on all my fees and owe them no money. I now have 5 days to get w-2 corrected and to employee and they refuse to do it. Look at ear to date on Marks first check 12/16/2022
Business Response
Date: 02/07/2023
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
payroll was not run properly and that multiple people were paid twice.As of this date I have spoken to the client, we have reversed the
three 2022 payrolls and then reentered
them so the stubs would show properly (without the backdate).I believe the matter to be resolved
to the client's satisfaction. If you have further questions, you can contact me
at ***************** or ###-###-#### Ex *******Sincerely,Michael P*** Client services manager
Initial Complaint
Date:01/25/2023
Type:Order 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.
After being a Paychex customer for many years, we opted to switch to a competitor to save on processing costs at the end of Q3 2022. I, the account admin, notified both our assigned retention specialist ******************** and our assigned account representative ******************** of our intent to cancel on October 4th, 2022. This was further discussed over the phone with ******************** and then a week or so later we were assigned a new account representative, ********************* to whom we immediately emailed a reminder that we had terminated and a copy of the email saying so. She replied with the form needed to processed the termination which we were not previously provided. I completed and sent back that form within 24 hours and requested a confirmation that she had received it, which was not provided. I emailed again when we were billed for another month of service and spoke to her on the phone. She apologized for not seeing the email earlier and confirmed seeing it when I forwarded it again on November 14th. She did not however confirm receipt in writing despite my request over the phone that she do so.

Our CEO who is copied on our emails from Paychex responded to an automated email on November 18th reminding Christy of our termination and asked what needed to be done. No response was received.

I called Christy several times and she repeatedly apologized, said she would fix this. My stated concern on every call was that I was worried Paychex would file quarterly and year end taxes with the federal and state agencies that were incorrect and duplicative because our new payroll provider had all of the Q4 information and sole authority to submit on our behalf. I have been repeatedly assured over the phone that everything has been processed and have received no written confirmation that anything has been done. In January, I received an automated email saying that W-2s were prepared. I immediately called. Same problem. No resolution.
Business Response
Date: 01/25/2023
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 made
Paychex aware of closing out their account timely in October 2022, prior to the
preparation of any Quarter 4 or Annual 2022 tax returns. Also, that they had
continued to be charged to keep their account open, even though it was
communicated timely to close it.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, Madison F***********Client Service Manager
Customer Answer
Date: 02/01/2023
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.The representative who contacted me by phone within hours of submitting my complaint here on BBB (despite not dealing with the issue for months prior) assured me that the 1099s and W-2s for my employees had not been filed or sent, as requested, and that a refund check would be sent. I would like to see documentation showing that the filings were not made because since my original complaint, an employee has received 2 sets of W-2s for 2022, one from our new payroll provider as intended and another incorrect W-2 missing an entire quarter's worth of pay from Paychex, exactly the scenario I've been working to avoid for 4 months. Since they said this was not happening and it did, I cannot simply accept their word that the agency filings were not made and I demand to see some documentation of the cancellation. If these forms were sent to employees despite their assurances otherwise, how can I believe they were not sent to the agencies?Additionally, I have not yet received the required reimbursement.
Regards,

********** *************
Business Response
Date: 02/14/2023
Dear Lou Ann: Thank you for your inquiry regarding ******* ******* LLC.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help resolve any disputes that may occur. It is my understanding that ******* ******* LLC stated that
they would like confirmation via documentation that W2s for 2022 did not file,
and that they have not received the final refund from Paychex. Attached is the resolution.If you have further questions, you can contact me at ************************** or
###-###-####.Sincerely,Madison F***********Client Service Manager
Initial Complaint
Date:01/24/2023
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.
cancelled service on dec 30 2022. I filled out forms, had 2 exit interviews and yet they still continue to charge my card. On department has no idea what the other is doing. I want my charges to stop and I want a refund of $59 from invoice ******* refunded to me. How can they have a 5 start rating with BBB when they have hundreds of complaints? I guess when you pay the BBB, you get a A+ anyway. They told me years ago that as long as I was paying them hundreds of dollars a year that I would always have an A+ and I guess you can see that is true from this company.
Business Response
Date: 01/31/2023
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 cancelled services and were still being charged. As of this date I have spoken to the client, confirmed cancelation
of service and refunded client service fee for December. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* or ###-###-#### x
*******.Sincerely,Ashley R*****Client Service Supervisor, Dedicated Service Center
Customer Answer
Date: 01/31/2023
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:01/23/2023
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.
After our end of year audit we realized Paychex had tripled our weekly payroll. Since September they billed us over $4,000 just to run payroll. Last year for this period was around $1400.This is triple any amount we have paid over the last 7 years. Upon realizing we went into our account invoices and found none. No invoices were listed in our account for this outrageous billing which i find very suspect.

From here i send messages to our specialist ******************* With no return email i went ahead and sent it to supervisor *********************** and ****************** again with NO response. We did receive a message from a retention specialist who helped us with ending our business relationship with Paychex.

Very hard to believe this is even legal and what a way to treat a 7 year client. At this point I'm guessing there's nothing we can do and hope BBB could shed some light on this situation or at least inform others of their practice. Tripled price with no available invoices and ghosted by our so called specialists. We feel a partial refund is in line.
Business Response
Date: 02/02/2023
Dear *** ***: 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 their
invoice has increased over the last several months and they have been unable to
receive a response to answer their questionsAttached is the resolution.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* or ###-###-#### Ext
*******Sincerely,Heather R*****Client Service Manager
Customer Answer
Date: 02/04/2023
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:01/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paychex is refusing to solve a mis filed IRS form that has went past due now (Employers quarterly or annual report). Paychex also mishandled my 401k and now telling me I need to finish paying them even though I want to leave CLEARLY because of the mishandled 401k. They have changed my contact multiple times through out the last 12 months. I have multiple emails with mis information from paychex representatives. I received a delinquent notice for forms misfiled from the IRS and forwarded it to my account manager to be told that "paychex was backed up and will be getting to sending the correct forms soon". Fast forward two months and now i have been FINED by the IRS. Paychex is telling me there is a 1500 to cancel their services now as well as a charge for 1k plus because I am leaving early.
Business Response
Date: 02/20/2023
Thank you for your inquiry regarding ***** L ****** DDS PLLC.
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 ***** L ****** DDS PLLC stated
their 401(k) plan eligibility was not correct when the plan went active. As of this date I have spoken to the client regarding the 401(k)
plan, I let the client know that the eligibility issue was corrected in July of
2022. We have also decided to waive the 401(k) plan transfer fee as a act of
good faith for that issue that was resolved quickly. It is also my understanding that due to a missing SSN number prior
to the end of the quarter, Paychex was unable to file a tax return and remit
the corresponding tac payment. Your company was notified of such on 11/2 as
well as instruction that it was client responsibility to file the tax return.
The liability of $443.88 that was collected with payroll was refunded to the
corresponding bank account on 10/12/22. 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 by phone at ###-###-####
Ext *******Sincerely,Zach C****401(k) Client Relations Service Partner
Initial Complaint
Date:01/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paychex has been hitting us hard with hidden fees, deceptive "programs" meant to "help" our business, and all around negligence and carelessness that has caused us to struggle for close to 3 years now. We have backed out of numerous programs that they signed us up for without our knowledge and have continued to be charged for these programs to this day. We have demanded refunds and gotten nothing but passed around from person to person. Nobody wants to help and they don't want to give us a penny of what they owe us. As a small business, Paychex has nearly ruined us. We told them we wanted out at the beginning of 2023 and are still getting charged by them. Thousands if not tens of thousands have gone to this massive company and we feel incredibly taken advantage of.
Business Response
Date: 02/06/2023
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 ERTC
amended return was not filed for the 4th Qt of 2021 and was charged
for the corrections As of this date I have spoken to the client, the ERTC program was
discontinued as of 9/30/21 by the IRS unless the business qualified as a
recovery start up business. The 4th Qt of 2021 would not qualify to be submitted. The charge was reversed in April 2022.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ###-###-####
Ext ******* or email *******************.Sincerely,Heather R*****Client Service Manager
Customer Answer
Date: 02/06/2023
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.
Nobody has spoken to us or resolved anything. We were told in writing that we were 100% filed and could expect the refund in 4-6 months. We received zero notification of anything otherwise. We confirmed multiple times before going through with a massive $17,500 renovation. We are now 17500 in debt and are devastated. This careless mistake on paychex part may cost us our business and our livelihood. Clearly you did not read our initial complaint otherwise you would realize that what you've done is unethical and illegal. We are heartbroken.

Regards,

***** *****
Business Response
Date: 03/13/2023
Thank you for your inquiry
regarding *** ********* ****** ** ***** LLC (the “Company”). Paychex takes concerns
from our clients seriously, and we appreciate the opportunity to help resolve
any concerns that may be raised. I recently received a copy of the
above referenced concern submitted by the Company. I understand that the Company believes
Paychex failed to timely file amended Federal tax returns that it requested so
that it could claim an Employee Retention Tax Credit refund. Though Paychex denies all allegations of
wrongdoing, Paychex worked with the Client to resolve the concerns to the
mutual satisfaction of both parties. We believe the matter has been
resolved in its entirety. Please contact
me at ******************* or
###-###-#### Ext ******* if you have any additional questions or concerns. Sincerely,Heather R***** Client Service ManagerPaychex, Inc.
Initial Complaint
Date:01/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I use Paychex to handle my company's payroll. On 12/23/2022, I requested a payroll to be processed and a confirmation. On 12/30/2022, someone from Paychex issued another payroll without my agreement, which resulted overpaid taxes, overdrawn bank account and wrong payments to employees. However, the corrections have been a disaster. Now today is 1/10/2023, they still have not processed the correction and the right payroll. At the same time, I have been charged two additional times for payroll service on 1/9/2023, 1/3/2023
Business Response
Date: 01/18/2023
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 we processed
incorrect payroll, and in doing corrections we inadvertently reversed the wrong
check date. The error resulted in issues with **** *** *** bank account. Attached is the resolution.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at *********************** ************ ext. *******Sincerely,Mark W********* Zone Implementation Manager
Initial Complaint
Date:01/10/2023
Type:Order 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 a scam that will steal your employees hard earned money. We decided to switch payroll providers for a variety of reasons but mainly because it was outrageously expensive and intentionally vague. Upon initialing the termination process with Paychex and being passed from representative to representative, we were told that once we received notice that the 401K plan termination was complete that our employees would have 60 days to move/disperse their funds. On November 23,2022 we received that notice. Since then, our employees have been attempting to relocate their retirement funds. On December 16,2022 one of our employees was told that his funds were no longer available due to the assets being distributed for “Administrative Fees” and that “the owner gave approval to do so.” In reality, the owner never gave approval and when asked Paychex to provide proof of the approval being given, they had no answer. This took place within the 60 day window. We attempted again to get answers on January 4, 2023. We were told after 45 minutes and multiple holds, that the matter was being looked into by a supervisor or someone or someone higher up, and that we would be contacted within 48 hours. As of now (almost a week later), there is still zero contact from Paychex, the matter remains unresolved, the money our employees had invested is still missing, and it seems as though Paychex rather steal hard money from its subscribers. Not only will we not recommend Paychex to anyone, we will share our cautionary tale and tell those shopping for payroll services to avoid at all costs unless they enjoy being financially raped.
Business Response
Date: 01/18/2023
Dear *** ***: 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 had many of their employees inquiring
about their 401k assets that were was absorbed into the maintenance fees
associated with keeping record of the 401(k) plan. Attached is the resolution.We have made several attempts to contact the client since
the receipt of this complaint. We ask that they please contact me at *******************, ###-###-####.Sincerely,Patrick M. J****401(k)/S125 Team LeadOffice: ###-###-####Fax: ###-###-####
Business Response
Date: 02/24/2023
Dear *** ***: 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 had many of their employees inquiring
about their 401k assets that were was absorbed into the maintenance fees
associated with keeping record of the 401(k) 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 ******************* or ###-###-####Sincerely,Eric D*******401(k) Client Relations SupervisorPhone: ###-###-#### Ext. **************************** West
Henrietta, NY, 14586
Customer Answer
Date: 03/03/2023
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:01/10/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am rolling over a 401k, I requested a distribution and paychex executed the trade to liquidate the account has the cash 8n hand and is wrongfully withholding the funds and has stated the funds will not be mailed until Jan 20. Paychex by holding my funds is receiving a benefit to my detriment. I want paychex to immediately mail my funds to me and refund the $75 service charge.
Business Response
Date: 01/20/2023
Dear Lou Ann:

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 their
concern that the rollover check would not be mailed until 1/20/23 and requested
we refund the $75.00 distribution charge.

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,

Dominic B*******
401k/S125 Client Relations Representative
Initial Complaint
Date:01/09/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Request for help please! This company is allowing their employees to violate consumers Rights. Paycheck employees are deliberately changing consumers profile information without consent, such as "security questions and answers." Then they refuse to help with the issue. This is not right. On 01/09/2023 I reference an online chat with a Paychex rep because I cannot access my account to print off my 2022 W2's. All the rep needed to do was to update the phone number on my profile so that I can receive the validation code via text. The Paychex rep sent a reset request link but changed my security questions after I accurately answered one security question correctly. He then advised me to click on the reset button to provide answer to another question that I did not recognized nor select. I informed of this issue, the rep did not care quickly ended the online chat and said to contact the employer administrator. I have not worked for my previous employer since 12/2021 to 02/2022. I would like to file a complaint against this company. The online Paychex rep's names are Bhanu and Priyatham.
Business Response
Date: 01/18/2023
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 Ms. ******* stated that Paychex employees were changing
consumer profiles and log in information for the Paychex Flex platform without
consent and refusing to assist with log-in issues. Attached is the resolution. I believe the matter to be resolved to the employee’s
satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####Sincerely,Jennifer L*****Jennifer L*****Client Service Manager

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Paychex Inc is BBB Accredited.