Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 503 total complaints in the last 3 years.
- 178 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:06/06/2022
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.
I originally started with only payroll services with Paychex, but was upsold about six months after to sign up for services included 401k. However, because the rep misquoted me based off of his incorrect data showing the incorrect number of pay period my business has, I was being charged the incorrect amount. He showed that I was running payroll weekly, however, my busienss has always ran payroll based off of bi weekly pay rans. This was something that was brought to his attention from the beginning. Long story short, once I figured out how much i was paying. I wrapped up Q3 payroll services from them and have since tried to cancel services by mulitple emails and phones calls. All of which have assured me that all services have been cancelled. It's now nearly a year since signing up for the additional services and I am astill getting statements from their 401k team and charges for services that shouldve been cancelled since Q4 last year. I have signed ever form they have asked, have made several calls and have emailed trails. All of which state they have closed accounts. All of which, have proven otherwise. They seem to be really good at opening accounts, even overseeing simple calculations on rates, BUT cancelling or closing accounts has proven to impossible. I am worried i am going to be continuously charged for services I am not asking for.
Business Response
Date: 06/14/2022
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 they felt misled towards the 401k Product, and that they are still receiving charges for the 401k Product. I have further investigated this request, and we have not charged or deducted any amounts in correlation with the 401k Product since February 2022. Furthermore, this policy is completely terminated with zero remaining assets.
As of this date we have made several attempts to contact the client since receipt of this complaint. We ask that she please contact Sariah Gross directly so we can attempt to resolve the matter.
If you have further questions, you can contact me as ******************* or * ***** *** **** ext. *******.
Sincerely,
Sariah G****
401(k)/S125 Client Relations Service Partner
Phone: ***** ******** ********
Email: *******************Customer Answer
Date: 06/15/2022
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.Below is my email response to S******
From: ****** *****
Sent: Monday, June 13, 2022 8:18 AM
To: G****, Sariah R <********************* *******************************
Subject: RE: Paychex 401k
Good morning,
Apologies for the delayed response.
The entire experience with Paychex has been a disappointment. The original estimate of charges was miscalculated on part of Paychex staff and not my own. I decided to cancel almost immediately when I figured out how much I was actually paying for services. All accounts should have been can cancelled effective as of quarter 4 2021.
Regards,
****** *****Business Response
Date: 06/22/2022
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 they felt misled towards the 401k Product, and that they are still receiving charges for the 401k Product. I have further investigated this request, and we have not charged or deducted any amounts in correlation with the 401k Product since February 2022. Furthermore, this policy is completely terminated with zero remaining assets.Attached is the resolution.
If you have further questions, you can contact me as ******************* or * ***** *** **** **** ********
Sincerely,
Sariah G****
401(k)/S125 Client Relations Service Partner
Phone* ***** ******** ********
Email: *******************
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