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:08/22/2022
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.
In April I contacted Paychex when I was exploring new payroll solutions for my small business. I ultimately went with a different solution than Paychex, and I notified them as such when they followed up with me. Since then, I have been contacted by as many as three different individuals, all following up on my call with Michelle B*******, the person who took my initial call. They are contacting me by email and by telephone. In addition to speaking with the follow-up representatives and asking them to remove my name from their call list, I have emails where I've asked them to remove me from their call list and email list. The last email from the representative said that he'd remove my name. Yet, today I got another call.
I'm feeling preyed upon and harassed. I want them to stop contacting me.
Business Response
Date: 08/31/2022
Dear *** ***:
Thank you for your inquiry regarding ******* ********.
Paychex takes complaints very seriously. We appreciate the opportunity to help
resolve any disputes that may occur.
It is my understanding that ******* ******** stated despite
going with another payroll provider, our sales representatives continued to
contact them.
As of this date I have called and left a voicemail for the prospective
client, to summarize what I did on my end to resolve this concern.
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,
Joshua B******
District Sales Manager
jb******@paychex.comInitial Complaint
Date:08/19/2022
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.
Due to their (still unacknowledged) negligence to file our quarterly worker's comp report with the state, we incurred a penalty of $790.08. Additionally, our business was not in good standing while we continually incurred more feeds. Our account was IN COLLECTIONS and this was public knowledge the entire time. I, myself, finally called someone in the L&I department to pay everything, including the penalty. The representative told me we were literally days from being officially served due to the overdue payment.
I have months of correspondence showing Paychex's unexplained delay in filing the report. I also explained to them with documents that they only paid half the amount which is why we were left with an outstanding balance. No one seemed to want to pay the remaining amount to L&I. After I threatened with a report to the BBB if we did not receive our reimbursement, the entire team when radio silent.
This incident was a part of a STRING OF RED FLAGS operating with Paychex and trusting them with our business needs. We left Paychex not too long after this incident. This has also triggered another complaint: we are unable to access any past documents in our Paychex dashboard. Our employees are also unable to access previous pay stubs, 401K reports, etc. Everything has been wiped clean. I've called Paychex and a representative is allegedly going to have their data department send me a large file with all of our previous documents, but this is frankly, ridiculous. We've worked/are working with other payroll platforms, and we haven't experienced anything close to how Paychex treated us and conducted their business.
To describe our overall experience with Paychex, it was like a sneaky timeshare. They woo and woo you over again when they're trying to sell you their product or a new feature. And then once the problems start, you're sent in phone call/email circles.Business Response
Date: 08/25/2022
Thank you for your inquiry regarding ** ************ Inc.
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 stated that
their account went into collections due to an error on our part in the amount
of $790.08. ** ************ and its employees also lost their online access
when their account was closed. 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,Kevin H******* Client Services Manager / ASO WestInitial Complaint
Date:08/16/2022
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 signed up for Paychex lea than a year ago. I signed up by talking to a sales rep and was sold a bill of goods which he was unable to provide. In doing this my company ended up paying unnecessary fees as a result. Fees that weren't discussed or mentioned. I made several phone calls to customer service, and it was finally resolved.
Fast forward 9 months, I spoke to someone regarding starting a 401K. I then agreed it would be something myself and employees would be interested in. I was told specially; it would cost $50 and my contribution to keep the account open and active monthly. Last week we were charged $180 causing the account to be withdrawn. I called them immediately and was told they would refund the money immediately. They have not done so. They also told me I had to complete a form to cancel. I have done so and still the money wasn't refunded. I called several departments in which they have not yet been able to help me. My account is still overdrawn, and no one has been able to help me with getting my money back.Business Response
Date: 08/23/2022
Thank you for your inquiry regarding ****** ***, Inc. 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. stated that they were refunds and credits for the account that should not have started and should have been canceled timely. As of this date I have spoken to the client and was able to get resolution. 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 [email protected].Initial Complaint
Date:08/10/2022
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 never paid wages to the Department of Unemployment Security for around a $1,000 for quarter two of 2021. As a result, I received a bill from the department over unpaid contributions. However, funds were deducted from our paychecks for this quarter and not sent to the department. Now, our company has paid twice for one quarter. I know the issue is related to **** changing our account number without notifying anyone, thus the funds most likely went to the wrong account if Paychex actually paid them. **** needs proof from Paychex that they sent funds to account number ******* instead of ******* for that quarter so we can be refunded.Business Response
Date: 08/30/2022
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 Paychex
never paid wages to the Department of Unemployment Security for around a $1,000
for quarter two of 2021. As a result, they received a bill from the department
over unpaid contributions. However, funds were deducted from their paychecks
for this quarter and not sent to the department. Now, the company has paid
twice for one quarter. The client stated the issue is related to **** changing
our account number without notifying anyone, thus the funds most likely went to
the wrong account if Paychex actually paid them. **** was requiring proof from
Paychex that they sent funds to the correct account. 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,
Karen M*******
Senior Manager, Dedicated Service CenterInitial Complaint
Date:08/10/2022
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.
In May of 2022, Paychex transferred money from my retirement account without attempting to contact me even though they have have my phone number and email address. Paychex charged a fee($75) higher than the amount in my account (about $48.00) for this service, effectively absorbing my savings without my knowledge or consent. I called Paychex and they told me it could not be refunded. I find this completely unacceptable.Business Response
Date: 08/18/2022
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.We
have made several attempts to contact the client since receipt of this
complaint. We ask that they please contact us at ***************************** or ###-###-#### so we can attempt to resolve the matter.Sincerely,Paychex 401(k)/S125 Client Relations ManagementInitial Complaint
Date:08/09/2022
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 my payroll provider for more than 10 years. On May 16, 2022, they processed my employee's payroll. On this occasion it seems to have been processed by one of their new employees, Donald. Instead of $200 bonus which I instructed Paychex to give to my employee (I have given bonuses to my employees before with Paychex payroll services) he processed it as 200 hours and came up with $2,978.81. When they tried to put this amount through my business account, my bank refused it because my biweekly payrolls usually do not exceed $1,500 and $2,978.81 was uncustomary and more than I kept in the account for the payroll which usually runs under $1,200 (my employee averages 30 hours of work per week). The second error that this Paychex employee made was that when my bank refused to honor this amount, this employee paid it, Paychex claims, from Paychex company account. Paychex has never paid my employee from their account in the more than 10 years that I have used their company services. My employees have always been paid from my account, which is my agreement with Paychex. When Paychex informed me, on 5/20/22, I believe, that my account had insufficient funds, I was surprised. It was then that my usual payroll specialist, Jennifer, informed me that they mistakenly processed the bonus as 200 hours instead of $200. She corrected that payroll and paid my employee with the correct amount of money from my account on May 25, 2022. I heard no more of that error, considered it corrected and Paychex continued to process my payroll until July 8, 2022, when Paychex suddenly refused to process my payroll. It was then that Jennifer informed me that they actually paid my employee, back in May, the wrongly calculated sum of $2,978.81 which I never authorized. Paychex then informed me that except I immediately pay them that sum, Paychex will not file my quarterly taxes and that I would be responsible for penalties and interest. Now they have lawyers harassing me for this amount.Business Response
Date: 08/18/2022
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 stated
that Paychex paid their employee in error. Paychex voided the check and the
amount was returned as an NSF. 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 K**** Jennifer K**** Client Services ManagerInitial Complaint
Date:08/05/2022
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 signed up to us Paychex in July 2021 to pay my nanny the proper way. Starting in March 2022, I began having some major issues. Their system did not allow me to adjust my nanny's pay, so I had to call to get payroll processed. I was bounced between many account specialists because of various reasons, so I always had to repeat how my nanny is paid. In March, I didn't catch it at first, but they charged me 95.43 to process payroll when my original fee was 35.43. In may they charged me $58.00 again my fee was 35.43. I spent time getting that resolved. I contacted them in June saying that I did not have a nanny currently working for me and I need to not have payroll processed. In June none was processed. In July, they processed payroll for no reason. I kept minimal money in the nanny specific account which they overdrew. My bank credited back the overdraft fees as a courtesy. Then they charged me another $97.32 fee for processing payroll which then I had to call back and they credited back $60. I also had to ask my former employee for the money back. I ended up just saying I wanted to end my payroll processing because of the above issues. I then received an invoice for $386.25 for end of the year processing - I didn't receive an invoice prior to this. I asked the person when I closed the account about what the cost would be and she had told me no more than $200 - I had $297.50 in the account. When I called to dispute the invoice, they are charging me a $99 fee for insufficient funds and also charging me $287.25 for end of the year tax processing. They said they tried to debit my account and I didn't have the funds. I had $297.50 in the account - so how is that insufficient. Also, I only paid $147.43 for end of year payroll tax processing for 2021 - so why such an increase. They gave no response and then tried to take just a little bit off. This company has some severely poor practices of withdrawing from people's accounts without disregard.Business Response
Date: 08/18/2022
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 were not
made aware of the year-end processing charges in total. Paychex caused an
overdraft to ****** ******’s account due to the unconfirmed debit amount
Paychex billed for year-end (W-2) processing. ****** ****** stated they left
our service due to the poor service they were given. ****** ****** now feels we
compounded the situation by debiting their company account without prior
approval causing non-sufficient fund charges and further frustration.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 ****************** and ###-###-####.Sincerely, Debbie H**** Client Service ManagerInitial Complaint
Date:07/22/2022
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 hired Paychex as our payroll company for our business. Around June 2021, Paychex deducted $150 from our account. We inquired with our then Rep (Debbie Glenn) about what this fee was for, and she indicated it was to file my companys' ERC (employee retention credit) for the 4th quarter of 2020, which was done in April 2021. We then asked for verification of the filing of the addendum. We reached out to Ms. G**** more times than several and never received any response about the verification.
Shortly thereafter, we left Paychex and hired a new payroll company. With this new company we have received our tax credits from the IRS which were filed well after. We currently still have not received our ERC 2020 4th quarter. The IRS has indicated that they do not show any forms scanned in for my company. After receiving this info we have tried to reach back out to Paychex for assistance and resolution to no avail. The last messages we have left were for Jennifer M********* and Austin S*****, We have all the emails.
We are currently working with my new Payroll company on getting it refiled. They are requesting a copy of the amendment filed, the credit amount, and/or a copy of the 941 without credit, information we have requested and never received from Paychex. We are also going to be charged again to get it re-filed.Business Response
Date: 08/09/2022
August 9, 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 we had
not filed ERTC for Q4 of 2020.
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] ###-###-#### X
5200764.
Sincerely,
Kaitlin C*******
Client Service ManagerInitial Complaint
Date:07/22/2022
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 received a letter in April 2022 advising me to create an account to receive a distribution from my retirement plan. I followed the necessary steps and received confirmation that my account was created. On May 11, 2022 I was notified that a check was sent for the amount of $13,604.33. The check was allegedly sent via USPS mail with a distribution ID of *******. It is now the end of July and I have not received the check. For the last three weeks I have been attempting to contact Paychex with no success. I've attempted to call the number but it just places me on hold and no one answers. I've tried send emails to numerous email addresses at the company but have just been told to go online and look at my account. When I log into my account there is no information. Again, I am told that I should chat with an online representative. There is no option online since it does not function. I have made numerous attempts and no one is helping me. There is no way to find the solution online. Even though a distribution ID was given, there is no tracking number.Customer Answer
Date: 08/04/2022
The business name is ************ ***** ****** Inc. The address is *** * ****** **** ******* ** ****** I have attached a screenshot of the company name from my online account on paychex flex.Business Response
Date: 08/09/2022
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 employee ******* ****** did not receive their 401(k)-distribution check.
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,
Maddie C*****
401(k)/S125 Client Relations Service PartnerInitial Complaint
Date:07/21/2022
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.
Live in and work out of Boston. Employed as remote employee by agency out of Columbus, OH that had made a mistake with payroll provider Paychex and deducted my monthly paycheck for Ohio State tax (should have been MA) along with a 2.5% Columbus, OH city tax (of which I'm not eligible for since I'm a remote worker)
Issue took 3 months to resolve, of which $690.91 was taken out after tax for the Columbus, OH city tax. $212.03 was taken out for Ohio State but should be resolved by filing tax returns. But the city tax has to be returned to me. Employer has since terminated Paychex due to this and other issues, and in November I left the company without this being resolved.
Been working with them since with little to no updates along with no timetable for completion.Business Response
Date: 07/27/2022
Dear Lou Ann: Thank you for your inquiry regarding ********** ****, Inc.,
and specifically employee ***** ******. Paychex takes complaints from our
clients and their employees very seriously. We appreciate the opportunity to
help resolve any disputes that may occur. In speaking to Mr. ******, he stated that he was previously
employed remotely by ********** ****, Inc. While employed he lived and worked in Boston, MA. ********** ****, Inc. mistakenly
deducted Ohio state and Columbus city taxes for three (3) payrolls and has been
working with Paychex to resolve.Attached is the resolution. I believe the matter to be resolved based on what is under
Paychex’s control and provided the steps needed that Mr. ****** will need to
take to fully resolve his issue. If you have further questions, you can contact
me at af*******@paychex.com or ###-###-####. Sincerely,Alan F*******Manager, Paychex IncBusiness Response
Date: 08/12/2022
Dear Lou Ann: Thank you for your follow up inquiry regarding ********** ****, Inc., and specifically employee ***** ******. Paychex takes complaints
from our clients and their employees very seriously. We appreciate the
opportunity again to help resolve this and any disputes that may occur. Attached is the resolution.Mr. ****** agreed that Paychex ‘s segment for this issue is
complete and will work with his former employer on next steps. If you have further questions, you can
contact me at *****************.com or ###-###-####. Sincerely,Alan F*******Manager, Paychex IncCustomer Answer
Date: 08/15/2022
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 as long as the funds eventually end up being returned to me.
Regards,
***** ******
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