Complaints

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

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• 

  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  286 Washington Avenue Extension Suite 100 Albany, NY 12203

  
• 

  Paychex Inc

  215 Greenfield Parkway Suite 100 Liverpool, NY 13088

  
• 

  Paychex

  3875 Hopyard Rd # 175 Pleasanton, CA 94588-8504

• 

  Paychex

  600 Townpark Ln NW Kennesaw, GA 30144-3729

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:01/06/2023

  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 a small business and had (1) employee, thank god only one. I have had nothing but problems with company. They never reported Q3 earnings, Now I just found out that they still have not reported her earnings for Q4. I cannot get ahold of anyone in the Payroll Dept. I also have submitted letters from both the State of Maine as well as the IRS regarding Tax documents and I have not received ONE CALL BACK or ONE EMAIL from Paychex. I am getting in trouble with the Government for things I have paid this company to do!!! I deserve some assistance.

  

  Business Response

  Date: 01/16/2023

  Thank you for your inquiry regarding Valerie
  *******. Paychex takes complaints from our clients very seriously. We
  appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that ******* ******* stated that Paychex
  had not responded to a tax notice.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 j***************** or ###-###-####.Sincerely,Joe B**** Senior Manager- Dedicated Service Center Office: ###-###-####

• Initial Complaint

  Date:12/27/2022

  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 received a notice in August that Paychex had issued checks for $3309.98, had removed the money from my account, and that the checks were never cashed. These checks were supposed to have been voided. As such, they were never delivered to me or my employees. I was advised by my rep, Zachary H*****, that I would be issuing my own checks to the employees for the net amount and that Paychex would be paying taxes though my account. This same issue occurred involving over $92,000. This was discovered right after I had closed my account with Paychex for them having filed my taxes late, causing me almost $5000 in penalties, plus not paying my employees on multiple occasions. The $92,000 was returned back to my account; whereas the $3300 has not been returned in any manner.
  
  I emailed my account manager, Nicole C******, on September 12 with the notices I had received that the money was being held in the form of a check and not cashed. She told me on September 13 that I would be getting my money back this time via check since I have not been a client for over 3 months. It is now December 27 and I have still not received any money from Paychex for this.

  

  Business Response

  Date: 12/28/2022

  Thank you for your inquiry regarding ***** ******* Group 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 ***** ******* Group LLC stated he
  did not receive a refund for checks that had not been cashed in the amount of
  $3309.98.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 email me at *********************.Sincerely,Crystal E******Client Service Manager

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ran our first payroll with Paychex with a check date of November 3, 2022. On that date one of our employees notified us that she had not received her direct deposit. Our payroll information was imported by Paychex (by Ebony W*****) from our prior payroll provider and so we did not commit the error. I immediately contacted Paychex and notified them. I was told it would take 2-3 days for the funds to bounce back and I would need to contact them to check, they would not notify me. I called back on November 7 there was no information on November 8 I found out that the account actually belonged to someone and they would have to recover it. I waited for it to be escalated and received no information Christopher S****** provided a form (******) to me on 11/16 for recovery. I returned the form the same day. I waited to follow-up for about a week and was told there was no information available. From that date I have sent 5 additional emails and called every 2 business days and promised to have this matter escalated with no luck. I got an email from Veronica B***** saying that her bank was responsible for the error after I had already received conflicting information from various other agents including being told that if Paychex was unable to recover directly from the bank that their loss department would be able to credit our account for the error of $523.81. The inability to get an answer is scary, direct deposits being sent without bank information being confirmed is also concerning. I just want our funds returned. I do not recommend Paychex and wish I had not changed providers.

  

  Business Response

  Date: 12/27/2022

  Thank you for your inquiry regarding ****** ************
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help resolve any disputes that may occur. It is my understanding that ****** *********** stated they
  had not received reimbursement yet for an employee direct deposit that the
  employee never received and that was never returned by the bank.Attached is the resolution.I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####,
  ext. *******.Sincerely,Laurie J*****Implementation Manager, Paychex, Inc.

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sold on a payroll company system that could handle our business needs. Out of the 3 payrolls we tried to process: 1st did not have the information loading completed and we had to go back to our previous payroll company for an additional payroll. The 2nd payroll still has one employee unpaid, another short paid, and no reports to back up the $15k they took out from us. The 3rd payroll is now late, and no one will call us back to get the system fixed so we can run this next one. Kristin S****** & Gabe E****** assured us meeting after meeting for 5 months that we would be connected to someone that had experience in property manager payroll and resident manager rent. The payroll specialist we were assigned, Carlos G*******, admitted after 3 weeks of trying to get payroll processed, that he does not have any experience in resident manager/property management payroll. Every "specialist" we have talked to during this 2 month long process of implementation has been having to ask us how resident manager payroll is done and how the taxes are calculated. We have been promised numerous times that we would be contacted by a "manager" to no avail. Further, Kristen S****** has stopped taking our calls our emails and is no where to be found. We need to be compensated all of our implementation fees, all employee late payment penalties and the basic courtesy of a call back.

  

  Business Response

  Date: 12/29/2022

  
  
  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 know how to handle resident manager/property management payroll,
  regarding tax calculation and calculations to charge clients of ** ******** ***********
  
  Attached is the resolution.

  
  I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at
  *****************
  
  Sincerely,
  
  
  Shannon D**
  Zone Implementation Manager
  
  

  Customer Answer

  Date: 01/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The reports referenced in this letter have not been completed. In  fact, we are now out 3 payrolls that we are unable to process. No one at Paychex knows what another person is doing. Our "specialist" Carlos still is not sure what should be included on the reports, and Kristin S****** has continued to screen all our calls. I also still have one employee unpaid and another short paid for over a month. 
  
  Regards,
  ******** ******

  

  Business Response

  Date: 02/21/2023

  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 Paychex
  did not know how to handle resident manager/property management payroll,
  regarding tax calculation and calculations to charge clients of ** ******** ***********Attached is the resolution. I believe the matter to be resolved to the client's satisfaction.
  If you have further questions, you can contact me at *****************Sincerely,Shannon D** Zone Implementation Manager

• Initial Complaint

  Date:12/09/2022

  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 signed up in Jan 2021 for 1 employee. The sales rep made it sound like a seamless service that would save me time... for the next year, I would experience confusing/unauthorized transactions, poor account management and terrible customer service. I made the decision to finally close the account in Sept 2022. The following is a timeline that I have a paper trail to support demonstrating the ridiculousness that ensued:
  
  9-14
  Called and emailed our Account Manager who said they would email instructions.
  
  9-28
  Elisa B****** ***** finally sent a Client Separation Agreement to fill out. I filled it out, emailed it back - asked about closing costs. She advised the final invoice would include closing costs and the account would close in 24-48 hours of Sep 28, 2022 stating "PLEASE CONSIDER THIS EMAIL AS THE CONFIRMATION OF YOUR ACCOUNT BEING CLOSED".
  
  10-26
  Donna C****
  
  After paying what I thought was my last invoice, I get a call from Donna to confirm hours for the pay period. I send her the emails from Elise and the same Client Separation Agreement. I express how poor my experience has been and ask to make sure I had paid the final invoice and wasn't being continually invoiced for services I ended. Donna sends a "snapshot" of the termination date 9/28/2022 to "prove" the account was closed.
  
  11-4
  Katherine D*****
  
  I receive an email from Katherine notifying me that EVEN THOUGH in my Client Separation Agreement, I specified I DID NOT need any returns, taxes, W-2s etc. filed for an additional fee, that they would be charging me the fees anyway. I replied I DID NOT request those services and not to charge me. I also mentioned that they had already charged my account for services I didn't use in October and that it should suffice as any separation charge.
  
  12-1
  A Notice of Automatic Payment charging me nearly $300 FOR A SERVICE I CANCELLED IN SEPTEMBER AND HAVENT USED SINCE came in the mail. I have paid invoices for Oct-Dec now for no services.

  

  Business Response

  Date: 12/19/2022

  Thank you for your inquiry regarding ******* ***** ******
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help resolve any disputes that may occur. It is my understanding that ******* ***** ***** stated that
  their account with Paychex was not closed timely or accurately, leading to
  additional charges and an incorrect plan to prepare year-end tax returns and
  W-2s.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,Lydia S********* Client Service ManagerPaychex, Inc.

• Initial Complaint

  Date:12/08/2022

  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 requested to cancel my Paychex Account August of 2022 over the phone. I was told I cannot cancel over the phone, but have to send an email on 8/23 to cancel. I never received a response. I followed up via email on 9/9, 9/13, and 9/29. In my email on 9/29 I threatened to file a fraud claim with the credit card company, as they were still charging me. I finally received a response on 9/29 after the threat (same day response!) to complete an online cancellation form. I completed the form promptly but have continued to be charged monthly, to include in November. They have made it impossible to cancel my account- no one will help over the phone, and clearly email is not working as well. I will be filing a fraud claim with my credit card company tomorrow.

  

  Business Response

  Date: 12/15/2022

  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 they requested to
  cancel their Paychex Account in August of 2022 over the phone. They were told they
  cannot cancel over the phone, and after several attempts, via email, they never
  received a response. They would like to cancel their account and be refunded invoice
  fees for the months they did not process payroll. 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,Tarik S****Manager, Client Service

• Initial Complaint

  Date:12/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paychex has taken money out of my bank account three times without authorization. My account number is ********. I have been charged two overdraft fees and paid my bank $25 for a stop check fee that was not successful. I canceled my account on September 28 with a client separation form signed, but Paychex has taken $189 dollars out with no consent, twice. I contacted Paychex on October 13th to speak with someone. I was promised the $35 returned check fee and still have not received it. On November 11th, I was charged
  I received an email today, December 2, saying I have a final invoice and that my account is still active.
  To date, Paychex has taken a total of $481 from my nonprofit's bank account with a total of three overdraft fees, and a $25 dollar stop check fee for a total of $611. The stress, anxiety, and hardship affected my mental wellness as well as took away the hard-earned money that I use to facilitate my program for kids. I am asking for a monetary refund of $611 as well as a confirmation of the closing of my account. I have reached out multiple times to have a representative contact me about this situation and have been ignored.
  I appreciate your help, thank you.

  

  Business Response

  Date: 12/12/2022

  Thank you for your inquiry regarding * ***** ** ****.
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help resolve any disputes that may occur. It is my understanding that * ***** ** **** stated that Paychex
  continues to bill them even though they canceled their account back in
  September.We have made several attempts to contact the client since
  receipt of this complaint.  We ask that she please contact Michael P*** at ###-###-#### Ex ******* or ***************** so we can attempt to resolve the matter.Sincerely,Michael P*** Client Services Manager

• Initial Complaint

  Date:11/29/2022

  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 them to do our company's payroll in 2019. I just received a letter from the IRS stating that I owe $7,743.56 in penalty charges because Paychex sent out W2s (digital and physical via mail) to my employees, but failed to report them to the SSA. I have a signed document that states that they were responsible to prepare my W2s and year end returns and file them to the SSA, signed and dated. However, they failed to do so.

  

  Business Response

  Date: 12/19/2022

  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 received an IRS notice regarding W-2s missing from their
  account.  Attached is the resolution.I believe the matter to be
  resolved as far as what Paychex can do, as we are waiting on an IRS
  response.   If you have further questions, you can contact
  me at ******************* and ###-###-####.Sincerely,Tanya S*****Client Service Manager

• Initial Complaint

  Date:11/28/2022

  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 own an account with Paychex Flex (payroll) and pay extra money for a direct representative. On November 14th, 2022, I received a phone call from the Florida Department of Taxation stating that my quarterly taxes still needed to be filed. I contacted Jordan S**** at ###-###-#### four (4) times and sent an email to ******************* asking to explain the situation. I received a response from Jordan (please see the attachment) and am still waiting for clarification.
  As a business owner, I need clear answers and effective results. Unfortunately, I didn't meet these qualities from Paychex company, so I asked Jordan via email to send me the following information:
  EFTPS user ID & password (EFTPS is the website for the IRS to make payroll tax payments) and
  RT-6 user ID & Password (RT-6 is the state website for unemployment tax payments), so I will use a different payroll provider.
  As of now, on November 28th, 2022, I have yet to receive a response from the company.
  
  I'm looking forward to resolving this situation asap.
  
  Respectfully,
  ******** ******** Customer # ********

  

  Business Response

  Date: 12/10/2022

  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 file FL SUI 3Q returns. 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,Danielle T******Client Services Manager

• Initial Complaint

  Date:11/19/2022

  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 Flex 401(k). Paychex says that upon termination/retirement that a participant can "roll over" the balance into an IRA, or other accounts. In fact, Paychex REQUIRES that a participant liquidate the holdings and only get cash (they prefer sending a check to you) rather than actuall roll over the assets (mutual funds, etc.). This is troublesome if one owns mutual funds that are closed to new investment because once sold one cannot repurchase in the IRA or whatever account one has.
  
  This is extremely deceptive.
  
  Additionally, by going to cash and sending a check (Paychex says 10 days too process plus additional time for check to arrive in the mail) it appears Paychex can profit from the "float." Is this why Paychex forces one to liquidate?
  
  They are quite decptive. AT MINIMUM, Paychex's marketing and other 401(k) materials should clearly and specifically state that upon leaving the plan, assets will be liquidated to cash.

  Employed by:
  Irvine Health Foundation
  3 Park Plaza, Ste 1700
  Irvine, CA 92614

  

  Business Response

  Date: 12/02/2022

  Thank you for your inquiry regarding Irvine Health
  Foundation. 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 our
  website falsely informed that they can do a direct roll over to a Traditional
  I.R.A. 
  Attached is the resolution.  I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at ******************** 

  Sincerely,
  Patrick M. J****
  401(k)/S125 Team Lead