Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 506 total complaints in the last 3 years.
- 180 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:10/20/2022
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 paid to Paychex, Inc for a payroll services. i have being charged to ty credit card for that service, but unfortunately after multiple attempts to get a resolution for them i do not have another choice to start a complaint.
I started services with them since September 2020, i have been receiving letter for *** notifying me that my quarterly report hasn't been file it on my behalf. i contacted them, they representative on that time instructed me that ignored those letters because was old, they have been filing my report, that the services that they offer right? so i was peace of mind regarding that.
But now, a couple days ago a worker from *** came to my office to give me a final letter a lin under my name for the concept of penalties for not filing the quartly report 3 and 4th for 2020 and the first of 2021.
when i contacted them they said they didn't do it because they do not have a POA signed for me to file the taxes, they say they received until June 2021, which is not true because i signed right when i open the account with them, but also i have a copy of an email for the last representative asking me for information about *** i gave to her on October 2020, after that she said everything was ok.
I have been requesting a copy of the POA that they said they have it under my name, because i know for sure they have it since the beginning, so no excuse for them not to file my reports they said they have it until June that's why they didn't have it. I did not know how to handle the system that they offer so i couldn't check every single report i only check that they were charging on my card, so I assume everything was fine, but they never send me a letter or even an email requesting more info from me. I want a copy for the POA that they have it under my name and a valid explanation why they did a long period (9 moths) procrastination, to tart filing the report under my name and not only that, one of their representatives instructed me not to worry
Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint Handler
Re: ******* * ****** *******
Case: ********
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 I paid to Paychex, Inc for a payroll
services. i have being charged to ty credit card for that service, but
unfortunately after multiple attempts to get a resolution for them i do not
have another choice to start a complaint. I started services with them since
September 2020, i have been receiving letter for *** notifying me that my
quarterly report hasn't been file it on my behalf. i contacted them, they
representative on that time instructed me that ignored those letters because
was old, they have been filing my report, that the services that they offer
right? so i was peace of mind regarding that. But now, a couple days ago a
worker from *** came to my office to give me a final letter a lin under my name
for the concept of penalties for not filing the quarterly report 3 and 4th for
2020 and the first of 2021. when i contacted them they said they didn't do it
because they do not have a POA signed for me to file the taxes, they say they
received until June 2021, which is not true because i signed right when i open
the account with them, but also i have a copy of an email for the last
representative asking me for information about *** i gave to her on October
2020, after that she said everything was ok. I have been requesting a copy of
the POA that they said they have it under my name, because i know for sure they
have it since the beginning, so no excuse for them not to file my reports they
said they have it until June that's why they didn't have it. I did not know how
to handle the system that they offer so i couldn't check every single report i
only check that they were charging on my card, so I assume everything was fine,
but they never send me a letter or even an email requesting more info from me.
I want a copy for the POA that they have it under my name and a valid
explanation why they did a long period (9 moths) procrastination, to tart
filing the report under my name and not only that, one of their representatives
instructed me not to worry.The client was able to get resolution with the help of a Paychex Manager. The details of the resolution is attached.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ************************ or
************ ********
Sincerely,
Dal M C**********
Client Service Manager-Paychex, Inc.Initial Complaint
Date:10/19/2022
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.
During the past year, Paychex has failed multiple times in processing our company payroll without errors. This has happened in years past as well, but this past year has been the absolute worst. The errors include
1. Neglecting to process our payroll so our employees are not paid on payday, despite that we submitted our information in a timely manner.
2. Neglecting to process "expenses" with payroll so employees do not get their expense reimbursement with deposit on payday.
3. Paying only select employees on payday. Ignoring all the others.
4. Paying California taxes for our Massachusetts employee.
5. Not paying taxes for our Georgia employee so we received a Lien notice. Had no idea this wasn't being handled.
6. Our rep is NEVER available by phone or email. Constantly get an auto response that she is "out of the office". Despite begging for a response and help with our issues, nothing gets resolved.
7. On the dates when no employees were paid, could not get ahold of ANYONE to help. Finally reached an "after hours" rep who said our payroll was held for "manager review" but admitted that the queue is first come first serve so is not timely. No care about the fact that this is PAYROLL.
8. After-Hours rep said she would remove the "manager review" hold and process the missed payroll ASAP at 7:00 am when I called. Payroll was still not processed and employees still did not receive pay the next day.
9. On another occasion, an "after-hours" rep said she would process the missed payroll, but when employees did not receive their pay, I called back and found out that checks were issued. All of our employees are paid by direct deposit. No idea why they were paid by check. Had to request stop payment and request direct deposit.
10. Have tried MULTIPLE times to reach management to remedy these situations. No one ever calls back or returns my emails. I have literally BEGGED for a meeting w/management.
We have no faith in Paychex.Business Response
Date: 10/24/2022
Thank you for your inquiry regarding ******* ********** ***** ***. 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 ******* ********** ***** stated they experienced multiple payroll
issues throughout the year, including, delay in employees being paid on check date, employees
being paid incorrect amounts, lack of response from leadership, and an employee being taxes
in the wrong state.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you
can contact me at ************ x******* or at *******************
Sincerely,
Nicole B****
Market Services ManagerResolution is attached.
Initial Complaint
Date:10/19/2022
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 owned my medical practice since 1982. I have utilize the services of Paycheck ,inc to provide payroll services to my employees as well as my business.. In May of this year I have sold my practice to ******* ******* have become an employee. However I did have a role reporting responsibilities through that period. I have contacted the payroll company Multiple times since July to provide me with appropriate forms to file with the state as well as the federal government..They have not complied. I am now overdue with second-quarter reports and have been assessed penalties and interest. My Lawyer and and my accountant have reached out to ,them as well, with no resolution.My access to the website was denied, but now restored. However my account information is no longer available at that site. I have been told their tax department is working on this. My account rep is ***** ****** ************ x *******. My acct # is ****. Thank youBusiness Response
Date: 10/25/2022
October 25, 2022 Better Business Bureau, Inc. 100 Bryant Woods South Amherst, NY 14228 Attn: Complaint Handler Re: ******* * ***** **Case: ******** 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 they
were having trouble receive Q2 2022 returns from us after they left Paychex. The client was able to get resolution with the help of a Paychex Manager. The details of our resolution are attached. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* ***** *** **** ** *******
Sincerely, Donald Z***** Client Service ManagerCustomer Answer
Date: 10/30/2022
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:10/18/2022
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 haven’t owned the company in over 2 years I have contacted the rep that dealt with the business and asked why I was getting a bill in the mail from a lawyer for $155 for an unpaid balance through Paychex! I have tried calling the attorney to get no answer or call back.. I am not paying this $155 as it isn’t my debt. I have all paperwork from selling the company if I need to send it to them. ** ******** *lc account number *******.Business Response
Date: 11/04/2022
Thank you for your inquiry regarding ** ******** *LC. 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 ***** ********, Former Owner of ** ******** *LC stated that he
received a collection of outstanding balance request for the ** ******** *LC 401(k) plan, even
though he sold the business roughly 2 years ago.As of this date I have spoken to the client and we have identified the root cause of the issue.
The outstanding balance request was sent the to 401(k) plan listed address. The address listed
for the 401(k) plan is the home address for ***** ********. We have also found a resolution to
the issue. We are currently trying to contact the current Plan Administrator for the plan to update
the address.The matter is currently pending final resolution per the direction of the current Plan
Administrator, ***** **********, listed for this company. ***** ******** is aware of timeline
and is satisfied with solution. If you have further questions, you can contact me at
*******************Sincerely,
Zachary C.
Client Relations Service PartnerInitial Complaint
Date:10/10/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our business was a Paychex customer for nearly 10 years. The customer service and services were pretty good while we were a customer. However, we decided to switch to a PEO who could provide more HR support since we are a small business. We switched in September 2021 with no hard feelings. In February 2022 we got a letter from the IRS stating we need to file 941-x and W-2C forms for 2019 for some incorrect taxes we withheld from one of our foreign employees. I was aware of this issue and Paychex recommended that we not correct the issue in that tax year, but wait until our employee filed his own taxes for him to get a refund. Since we were Paychex customers in 2019, I assumed they would need to help us file the amended forms. So shortly after receiving the notice, I sent it to my old Paychex rep. Since then, I've had roughly 20 emails/phone calls with different people at Paychex. Managers, tax specialists, my rep who used to be very responsive, random customer service people... I've literally been told every time that they are working on it. They've told me how much it is and I agreed to pay for it. I was given dates that they would have it completed. It's now 8 months later and I have gotten nowhere. I have no idea what the repercussions are of not getting these tax forms filed in a timely manner. I cannot continue to have them tell me they will complete the forms and not actually do it. Of course they use an internal email system for their emails which I can no longer access because they expire (so I can't get the records when I file complaints like this). I do have several emails that I sent on my own email server or logs of calls from my phone. I did not pay them yet, but I'm concerned we're going to have consequences from the IRS if we don't take care of this.Business Response
Date: 10/12/2022
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 tha* ********* ****** ** stated
they received a notice from the IRS in February 2022. To resolve the notice, the client is in need of an employees receiving a corrected W2 and the company a 941-X for Q4 for the tax year 2019 and for these to be filed with the agencies. They provided the notice and explained the situation to Paychex without receiving a successful resolution. The client was able to get resolution with the help of a Paychex manager. As of this date, the issues were resolved per the client's update. The details of our resoution are attached. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at Madison
F*********** **************@*******.***Sincerely, Madison
F*********** Madison F*********** Client Service ManagerCustomer Answer
Date: 10/13/2022
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:10/07/2022
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.
We have used Paychex for our business' payroll services over the past two years. We have had numerous small problems, but our major complaint (and the one I'm very angry about) is that Paychex sent us quarterly tax filing documents this year that erroneously stated that we owed no payments to DC, VA, or PA for employee tax withholding. We found out about the error when one of the jurisdictions sent us a tax delinquency notice. Paychex representatives have confirmed that Paychex did, in fact, make an error. We now owe significant sums, plus likely penalties, to the three jurisdictions - which we of course now have to pay. Despite admitting the error, our Paychex contacts have refused our request to assist us with the resolution by (for example) helping us file appropriate tax returns with the jurisdictions and facilitating our electronic payment of the taxes. Paychex has basically just left us on our own to clean up the mess with each jurisdiction. This is extremely poor service.Business Response
Date: 11/07/2022
Thank you for your inquiry regarding *** ***** for ********.
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 *** ***** for ******** stated
they did not receive support for filing and payment of multiple withholding tax
agencies (VA, D.C., & PA). They also stated they did not receive support
for a ******** state withholding 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 ******************* or ###-###-#### X
*******.Sincerely,Ashley R***** Client Service Manager, Dedicated Service CenterCustomer Answer
Date: 11/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Paychex assigned a highly-capable Client Service Manager to the matter, who worked in a professional manner to resolve our problems by submitting late tax returns to the jurisdictions where we owed withholding taxes, and facilitating our payment of the late taxes. I believe the problems have now been resolved, although it's possible we could still hear otherwise from one or more of the jurisdictions -- in which case I hope the Client Service Manager will continue to assist until the matter is fully cleared up. Overall, I'm very pleased with Paychex's handling of this complaint.
Regards,
*** *****Initial Complaint
Date:10/06/2022
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.
Having a hard time contacting our assigned representative. We call and it goes straight to voicemail. We send emails and there is no reply. We contact the company directly and ask to speak to another representative to see if they can assist us, and they redirect our call to our assigned representative, which, of course, does not answer. It is frustrating. Our company has deadlines and cannot continue until this is resolved.Business Response
Date: 10/10/2022
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 that they
have been trying to update some overpaid fringe benefit amounts si**e early
September. Their co**ern is that their assigned rep was not communicating what
was being completed and when all the work would be done.
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
************ x*******
Sincerely,Dal M
C**********Initial Complaint
Date:10/04/2022
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 Inc does my payroll, My account # ******** and company name ****** ** ******** MD,PA. They pay all the employer related taxes. I received a letter from from FL dept of revenue saying I am delinquent in the tax payment for the second quarter. I sent the letter to my CPA and she said this is your payroll company. I sent them my first letter on 9/4/2022 and it took a while for them to direct me. They forwarded the letter to their Tax dept and said it will take 10 days to review. I did not hear from the for more than 10 days. I kept sending emails. Then they sent email saying it will take 10-15 days. I waited again and received another letter from the FL dept of revenue and now they said I have to pay the fine. I forwarded the letter again with no response till 10/2/2022. I got tired and sent them an email saying that I will complaint about you to the BBB. Then I received an email from Leslie Schultz. She basically said that one of my employee did not provide the SSN and they could not file the tax return due to missing SSN. Their rep had informed me in 7/2022 and I requested the employee to provide the SSN and it was taken care off. The Paychex was informed about this and they did not take care of the tax return. Now they are saying it is not their fault and I can take care of the issue myself or ask my usual rep to help.
I went back to my usual rep to help and she says its their Tax dept and not her. I had to warn her to stop making to run around for the whole month and it took them 1 month to figure out the problem and then now they are making me run around.Business Response
Date: 10/19/2022
Thank you for your inquiry regarding ****** * ******* MD PA.
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 PA stated that
they were in receipt of a delinquent tax notice from FL Department of Revenue
for an unfiled quarter 2 unemployment tax return. Upon research, it was found that the return
was not filed due to a missing social security number for an employee and the
agency could not accept the return in that condition. The client was not informed by Paychex of the
issue and was not made aware of their requirement to file the return on their
own until they received the notice from the agency.
Attached is the resolution. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at [email protected], 727-573-9649, ext
5200689.Sincerely,
******** ******
Client Service ManagerInitial Complaint
Date:10/04/2022
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 my small business, ***** *****, using Paychex for it's payroll service. They are supposed to collect health insurance premiums from employees and credit back to the business prior to the premiums being paid. In this instance, they forgot to collect premiums from an employee for the months of June and July. The employee was not aware he had insurance because he never saw money coming out of his account, nor did he ever receive any documentation or insurance cards confirming, so he chose to stick with his current policy. After two months of my company being billed by the insurance company, ****** **********, I questioned Paychex and they admitted to making the error. The employee then refused to pay the previous 2 months premiums because he claims to have not known about the policy since no money was ever collected from his paycheck, yet my company, ***** *****, was charged. Paychex is refusing to credit me back the money I lost in premiums even though they admitted to their own internal error. All I am asking for is to be given back the money I lost due to their admitted error.Business Response
Date: 10/17/2022
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
did not appropriately deduct premium contributions from employees for their
coverage.
We have made several attempts to contact the client since
receipt of this complaint. We ask that he please contact Rich L****** at
************, ext. *******, so we can attempt to resolve the matter.
Sincerely,
Rich L******
Paychex Insurance Agency,
Inc.
Health & Benefits
Operations Manager
Phone: ************, Ext. *******
********@paychex.comInitial Complaint
Date:09/19/2022
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.
My sales rep Rob told me I wouldn't be charged any fees on weeks when I didn't run payroll for my small, seasonal painting business when I signed up on April. Once I saw Eob had lied (I was being charged very high fees every week) I called Paychex to cancel my service. That was the end of May. Since then, they have continued to bill me and charge NSF fees totalling more than $1500 dollars. I've called every paychex contact number for a total of 27 calls. I'm still receiving NSF charges (the most recent was September 14th), and only $120 have been refunded to date. Pam and Rob as week as customer service have been absolutely ineffective in closing my account, stopping the charges and in reminding my money.
My account specialist Jenae and her boss Ryan have never returned a call or email. They are worthless.
Do not give these con artists your financial information under any circumstances.Business Response
Date: 10/10/2022
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 been charged additional fees since cancelling their services.
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 tdh******@paychex.com or **************
ext. ********Sincerely,
Tiffini H******
Client Service Manager – Dedicated Service Center
PaychexCustomer Answer
Date: 10/12/2022
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.They still owe me significant NSF fees charged by my bank each time they attempted to collect their erroneous charges. Further, I have more than 14 total hours of billable phone and Email time spent on trying to get this organization to repair the damage they caused. This will need to be addressed as well.
Regards,
****** *******Business Response
Date: 10/13/2022
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 that
Paychex owes for them NSF fees incurred by the bank and has 14 hours of
billable time spent via phone and email to resolve.
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,
Tiffini H******
Client Service Manager – Dedicated Service Center
Paychex
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