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: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.
Feb 18th 2021 I requested that Paychex amend my W2s for 2020. I paid around $600 for my W2s and my employees W2s to be amended. The reason amendments are needed is because I changed payroll companys about halfway through 2020 and my new payroll company reported the entire year of earnings on the W2 they submitted. Paychex reported the partial amount of the same year. So, they are duplicating the pay being reported, making it look as though we are earning more.
They have still not been amended.
Now, I received a letter from the IRS (Sept 12, 2022) stating I owe $12,694 in back taxes. That tax is due on October 12, 2022. I need an amended tax return ASAP! I have called, emailed for a year and a half without getting an explanation or follow up. All I have been told is that it takes 6- 8 weeks. I have sent emails to Manager Kevin H******* and Supervisor Maribel R***** without any response form Kevin H******* and the only response from Maribel was that she is waiting for a response from the IRS dated Sept 29th 2021. Company name and ID are:
******** *** ***** ******
Business Response
Date: 01/12/2023
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 *** ***** ****** logged a concern due to a delay with
their amendments. Attached is the progress toward the resolution. If
you have further questions, you can contact me at [email protected], or by phone at: ************ * *******Sincerely, Kevin
H******* Client
Service ManagerInitial Complaint
Date:09/18/2022
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 have been a customer of Paychex since Feb 2021. They are getting paid to handle all of my taxes including my unemployment taxes. Since May of 2021 I have been recieving letters telling me that my unemployment taxes have not been paid and that I have incurred a late fee. every 3 to 6 months I recieve an email telling me I have a new payoll specialist. I have been paitient with them to do what they are being paid to do. I have sent several emails and received several emails that they will get it handled. They say all these nice things then dont follow through. I have requested to get my money back since they have not done what I have paid them to do as well as cancel my services. They have refused to do both so now I am filing my compliant with the BBB.Business Response
Date: 09/28/2022
September 28, 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
taxes were not being paid on their behalf or as part of the tax filing service
they were paying for. Client has sent requests to their specialist and were not
provided with any timely responses. Also
sent requests to close out the account. Client was getting impatient waiting
for responses and updates about the notices she received. The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved per the client's update. The details of our resolution are attached.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at j*****@paychex.com or 303-307-0505 ext 5200176.
Sincerely,
Jennifer *****
Client Service Manager
Paychex IncInitial Complaint
Date:09/14/2022
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 is requesting payment for COBRA services for the months of April-July 2021, with an amount due of $4,317.48. My employment with **** ********* ended in January of 2021. I was eligible to and received medical and dental insurance coverage through ********* ****** starting April 01,2021. I provided prepayment for COBRA benefits for the months of February and March. I was not provided with the required paperwork to enroll in these benefits until March 06, 2021. As a result, I ended up paying out of pocket for medications I could not access coverage for. I was not told until July of 2021 that
a written request to have my COBRA benefits terminated was required. I thought if I did not provide prepayment for benefits, that benefits discontinued. I was not informed that the insurance company has a 60-day retro-term policy. I received my first written notification from Paychex that my termination request was denied in November 2021. There are only four claims that were processed with ******* ****** **** ** (plan managed by ********) as my primary insurance after March 31, 2021. They paid a total of $80.30 for these claims and My present insurance was treated as a secondary insurance and covered $30.00 for these claims. The rest of my claims for April-July were processed properly through my present insurance. I received a second notice requesting payment the first week of this month dated 8/31/22. When I contacted Paychex again regarding this matter, I was told to reach out to ******** directly. When I did I was informed that ******** no longer supports TPA business. I paid for COBRA medical and dental benefits for the month of February that I did not have access to. To date, I have not been provided with documentation showing when I was notified that written notice of ending benefits was required. I was not billed for these benefits during my time utilizing them and believe they should not have been provided with coverage when I did not pay.Business Response
Date: 09/20/2022
September 20, 2022
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint HandlerRe: **** ***** **** Inc, Participant ****** *********
Case: ********Thank you for your inquiry regarding **** ***** **** Inc, 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 **** ***** **** Inc, Participant ****** ********* stated
“Paychex Inc is requesting payment for COBRA services for the months of April-July 2021, with
an amount due of $4,317.48. My employment with **** ********* ended in January of 2021.
I was eligible for and received medical and dental insurance coverage through *********
Health starting April 01, 2021.The details of our resolution are attached.
If you have further questions, you can contact me at [email protected] or *** ********
Sincerely,
Mary S*****
Sr. Manager COBRA/Property & Casualty Operations
Customer Answer
Date: 09/24/2022
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.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. Per written notice from Paychex, ******** Medical has already denied the request for retroactive termination. Per my attached e-mail exchange with ******** the TPA department no longer exists, so there is no one at ******** Medical to my knowledge to respond to Paychex as they continue to investigate this matter.
Regards,
****** *********Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint Handler
Re: **** ***** **** **** Participant ****** *********
Case: ********
Dear Ms. C********
Thank you for your inquiry regarding **** ***** **** Inc, 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 **** ***** **** Inc, Participant
****** ********* stated “Paychex Inc is requesting payment for COBRA services for the
months of April-July 2021, with an amount due of $4,317.48. My employment with
**** ********* ended in January of 2021.
I was eligible to and
received medical and dental insurance coverage through ********* ******
starting April 01,2021.The member was able to get resolution with the help of a Paychex Manager. The details of our resolution are attached.
If you have further questions, you can contact me at [email protected] or *** ********
Sincerely,
Mary S*****
Sr. Manager COBRA/Property & Casualty OperationsInitial Complaint
Date:09/12/2022
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 initially reached out to Paychex to partner with them to run payroll for our small business. However, the deeper I got into the process, I realized I did not want to work with them. I asked the same questions repeatedly regarding charges they proposed to withdraw from my account, and I never got any answers as to what those charges were, why I was being charged for them, and what they were for. I asked for a breakdown of their proposed monthly payroll withdraws, and I never received it, their only response was that they wanted to meet in person. I also came to realize very quickly that their way of doing business wasn't compatible with our business hours, expectations, or goals. They almost exclusively do business via phone conversations, and that isn't possible with our business model. I decided I didn't want to move forward with having them do payroll, and I emailed numerous times and also told their representative over the phone that I didn't want to move forward. I also never pushed the button online to finalize the first payroll run for our company. However, when I looked at my bank accounts, I saw that they'd taken it upon themselves to withdraw $1330.72 from my account with no explanation, no notice, NO AUTHORIZATION FROM ME. And what makes it even worse, I had a conversation with my bank because I didn't trust Paychex to not move forward, asking them to make sure nothing was transferred out of my account by them. They transferred the above amount anyway ---- in my view, they stole it from me --- and my bank has now put in numerous rescind orders for the 2 transfers which make up this amount -- none of which has happened yet. I emailed the Paychex supervisor listed on their emails on 9-8-22, and have had no response back. This is a clandestine, subversive, dishonest, cheating company, and I want my money back. They were NEVER authorized to make transfers out of my account --- I NEVER gave them final approval.Business Response
Date: 09/23/2022
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 we
collected $1,330.72 from her account.
As of this date I have spoken to the client, the payroll that
processed has been voided along with the invoice refunded. The client stopped the withdrawal at the bank
level. At this time, there is no
outstanding monies due to the client.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************* or ************ *** ********
Sincerely,
Michelle M
A****
Zone Implementation Manager
Paychex, Inc.Customer Answer
Date: 09/28/2022
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.
Regards,
***** *****
Yes, the original amount withdrawn from my account of $1330.72 has been returned. BUT..... Paychex has gone on to make ANOTHER unauthorized withdrawal after that from my account of $127.14 on 9-16-22. Same situation - I did not authorize this withdrawal there was no explanation for it, and it still has not been returned to my account even though I've talked and emailed with Dorian L***** numerous times about it. And they're still calling, texting and emailing to tell me they're going to take MORE money from my account come 10-1-22. Even though I have told them repeatedly I do not want to do business with them and I want all accounts closed off to them and all my information destroyed.Business Response
Date: 01/05/2023
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.
I recently received a copy of the
above referenced concern submitted by Ms. ***** ***** regarding a transaction
conducted by Paychex, Inc. relative to her company, *** ***** ******* LLC. Paychex has investigated the concerns and
worked to resolve the concerns. We
believe this matter has been resolved in its entirety. Please contact me if you have any additional
questions or concerns.
I believe the matter to be resolved to the client's satisfaction. If
you have further questions, you can contact me at ******************* or ************ *** ********
Sincerely,
Michelle M A****
Zone Implementation Manager
Paychex, Inc.Customer Answer
Date: 01/27/2023
Yesterday I received another threatening letter from Paychex saying I STILL owe this same amount, still threatening me with the collection agency and now saying they're going to charge me legal fees for collection!!!! This is ridiculous.
Here's the receipt from my bank transfer paying Paychex with their confirmation.Initial Complaint
Date:09/12/2022
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 canceled my paychex flex account a month ago because I no longer needed their services and they still keep charging my account, I tried to call customer support to resolve this but they keep hanging up on me and transferring me to the wrong departments.Business Response
Date: 09/26/2022
September 26, 2022
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint HandlerRe: ***** ******* ****
Case: ********Dear *** ***:
Thank you for your inquiry regardin* ***** ******* ***** 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 unaware of a deduction that
debited from their account on 9/8/2022 in the amount of $117.30.As of this date I have spoken with the client and provided explanation of the charge. 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 ************ Ext *******.Sincerely,
Heather R*****
Client Service ManagerCustomer Answer
Date: 09/27/2022
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:09/02/2022
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.
Charged for services that were never needed, requested, and used!
2/19/21 Paychex Flex® Pro 02/16/21 4 105.80
Paychex Flex® Time Essentials One Time Setup Fee 150.00
02/26/21 Paychex Flex® Pro 02/24/21 4 105.80
Postage And Handling 23.20
Sales Tax 11.20
Total New Charges 568.10
01/29/21 Paychex Flex® Pro 01/27/21 3 87.90
Paychex Flex® Pro One Time Setup Fee 200.00
CHECK DATE
DESCRIPTION OF SERVICE
PROCESSING DATE # TRANSACTIONS
AMOUNT
NEW CHARGES
03/05/21
Paychex Flex® Pro
03/03/21
105.80
03/12/21
Paychex Flex® Pro
03/10/21
120.60
03/19/21
Paychex Flex® Pro
03/17/21
116.90
03/26/21
Paychex Flex® Pro
03/24/21
8
120.60
04/02/21
Paychex Flex® Pro
03/31/21
8
120.60
Postage And Handling
34.90
Sales Tax
4.94
Total New Charges
624.34
05/07/21
Paychex Flex® Pro
05/07/21
5
87.50
Paychex Flex® Pro
05/14/21
7
101.10
05/21/21
Paychex Flex® Pro
05/21/21
6
97.80
Direct Deposit Premium Processing
60.00
05/28/21
Paychex Flex® Pro
05/27/21
7
101.10
Direct Deposit Premium Processing
60.00
Postage And Handling
6.90
NEW CHARGES
03/05/21
Paychex Flex® Pro
03/03/21
4
105.80
03/12/21
Paychex Flex® Pro
03/10/21
8
120.60
03/19/21
Paychex Flex® Pro
116.90
03/26/21
Paychex Flex® Pro
03/24/21
8
120.60
04/02/21
Paychex Flex® Pro
03/31/21
8
120.60
Postage And Handling
34.90
Sales Tax
4.94
Total New Charges
624.34
Automatic PaymentNEW CHARGES
03/05/21
Paychex Flex® Pro
03/03/21
4
105.80
03/12/21
Paychex Flex® Pro
03/10/21
8
120.60
03/19/21
Paychex Flex® Pro
03/17/21
7
116.90
03/26/21
Paychex Flex® Pro
03/24/21
8
120.60
04/02/21
Paychex Flex® Pro
03/31/21
8
120.60
Postage And Handling
34.90
Sales Tax
4.94
Total New Charges
624.34Customer Answer
Date: 09/06/2022
BE WARNED!!! This company is a total scam and their so-called specialists and recovery team members are so rude and unprofessional! ! They have consistently blocked my account and forced me into paying for "HR" services that were never needed, or requested! They use scare tactics to get you to sign on to bogus services and auto-debit your account and hit you with $99 of NSF fees!Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint HandlerRe: **** ****** ******
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.Multiple attempts to contact the client have been made, however the attempts were unsuccessful.
The attempts are detailed in the attached.
I believe the matter to be resolved to the client's satisfaction. If you have further questions, you
can contact me at ***************** ************ EX *******Sincerely,
Michael P***
Client Services Manager
Initial Complaint
Date:08/31/2022
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 has been processing payroll for my small business for just over two years. In this short time, I have been hit with multiple increasing fees as well as rotating “specialists” responsible for my account.
The last specialist assigned to me refused to ever contact me/respond to any correspondence. W2’s were never received, follow up calls/messages never made regarding monthly charges to my account I had questioned along with many other components.
When I made the decision to close my account on August 20th, we were set to have a last round of payroll checks to be cut and administered on the 26th. My specialist, still unable to be reached after a year of being my specialist, assigned someone else to my case who insisted our payroll would process. However, it never did and thus multiple messages and emails later, we received no response from our specialist until I finally made it a point to CC: her manager.
I eventually was able to email her a clear and precise breakdown of our last payroll stubs and was understanding of the delay. The specialist proceeded to take the 48 hours requested to process payroll for that pay period and turned it into 128. I immediately called to have them void those checks however my specialist again was nowhere to be found. Other reps tried to assist me and were unable to do so, indicating that their computers showed my specialist at her desk. Over a year of never answering a phone or an email.
I left my specialist messages to no avail until a new rep was able to assist me. I am still unsure if the issue was corrected. Three different managers were emailed and left voicemails for weeks regarding my insistence that this would be taken care of, however not a single person in position had made any effort to follow through. Paychex increases their fees while ignoring clients and their immediate needs for assistance.
An account that was meant to be closed by now remains open as savings replenish my checking to provide employee pay.Business Response
Date: 09/12/2022
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 that **** ****** ******* **** stated that
Paychex overpaid her employee.
As of this date I have spoken to the client, I have reversed the
incorrect payments. I also credited the
account for the errors.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ****************** or ************ * ********
Sincerely,
Jennifer K****
Jennifer K****
Client Services ManagerInitial Complaint
Date:08/30/2022
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.
We have been using Paychex as our payroll company since September of 2021. In February 2022 we started to receive notifications from the Department of Revenue stating that our reemployment taxes had not been paid. The amount for the taxes have consistently been auto-drafted from our bank account however for some reason have not been sent over to the Dept. of Revenue. After months of going back and forth, unfortunately, I have not been able to get this issue resolved and at this point would just like the amount of the tax draft to be refunded to me so I can file it on my own.Business Response
Date: 09/06/2022
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 received notices from the Florida Department of Revenue stating that
their unemployment taxes had not been paid. Their understanding was that Paychex was deducting these taxes from the
business bank account but not paying them to the agency. They had requested the refund of the taxes
but was not getting resolution.
As of this date I have spoken to the client.
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,
Jennifer L*****
Client Service ManagerInitial Complaint
Date:08/24/2022
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 stopped doing business with Paychex on 2/1/22, with a 30 day previous notice, due to having MANY errors, mistakes, problems with the company. They dropped the ball on A TON of issues causing us a lot of out of pocket money that they refused to take ownership of. Very shady company and no one cares. They confirmed the cancelation but did not cancel our ****** ********** policy. They billed us for another 4 months. It took Paychex 6 months to correct the issue (having 2 active insurances on file so we could not use any insurance during this time.) Once they got the issue stopped, they have told me that *** mailed 2 checks and has done an ACH. None of which have any proof or evidence. It has been over 2 months since this started. I have attached 36 pages of email documentation. The last email I sent had over 10 management Paychex employees in it and now they have gone silent and will not respond. We want our $6300+ refund back and for people to know what kind of company this is.Business Response
Date: 09/01/2022
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
****** ********** owes ***** ******* ********, LLC $6,300 due to the late
cancellation of their healthcare plan.
As of this date we have spoken to the client.
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,
Richard L******
Paychex Insurance
Agency, Inc.
Health & Benefits
Operations Manager
Phone* ************, Ext* ******* * Fax: ************Customer Answer
Date: 09/19/2022
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. I had to go to the CEO to get this done as Rich ******* was zero help during the entire process.
Regards,
******* ****Initial Complaint
Date:08/23/2022
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.
1. Our office needed a corrected W-2 for Me (***** *****) in order to file our tax returns. Back in February Paychex quoted me $280 to prepare my corrected W-2 and $430 was taken out of our firm payroll account.
2. The corrected W-2 was then wrong and had to be amended again - which we were not supposed to be charged for and another $405 was taken out of our payroll account.
3. I have been working with numerous people at Paychex, see attached emails, and have called to speak with managers to get this money refunded. I have been told repeatedly we will get a refund of $705 by memebers of the Paychex staff who whent through the numbers and determined $705 was overcharged and should be returned to our office. Nothing has been refunded.
4. I spoke with Danielle on 6/30 her extension is ******* - she assured me she would refund the $705 and to date nothing has been put back into our account. I called Danielle again on 6/18 and left her a message. No return call.
Each person I speak with/email with tells me they will handle this and then they stop returning my emails and calls.Business Response
Date: 09/01/2022
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 corrections
that took place by Paychex were charged multiple times and need to be refunded
As of this date I have spoken to the client. 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 hr*****@paychex.com.Sincerely,
Heather R*****
Client Service ManagerCustomer Answer
Date: 09/07/2022
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. Good morning BBB - I am writing to inform your office that the above-referenced matter has been settled and no further action is required. Thank you for your assistance in this matter.
Regards,
***** *****
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