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: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.
I have an employee in San Diego, CA and one in Waltham, MA. I found out on June 2, 2022, by getting a notice from the State of Massachusetts, that my employee's 1st quarter taxes were delinquent, even though Paychex had been withholding the taxes. According the State of MA Paychex has authority to file the taxes on my behalf. We thought the issue had been resolved and I just received an email (July 21, 2022) from Paychex that they needed another 5 days to rectify the situation. We are now coming up on 2nd quarter filing deadlines and I need them to be filed in a timely fashion.
Business Response
Date: 08/23/2022
Dear *** ****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 that one of her
employees had delinquent taxes in the state of MA due to lack of withholding
taxes.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 Lydia
Strickland.Sincerely,Lydia S********* Client Service ManagerABQ Regional Service CenterOffice: ###-###-#### Ext. ****************************** **** ** *** *******Customer Answer
Date: 08/23/2022
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. They have resolved the issue. The matter went up to a high alert and the taxes have been paid. Is there a way that can get posted? PayChex came through with a resolution.
Regards,
**** ********Initial 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.
In October 2021, we submitted our cancellation of service notice with Paychex and completed all required paperwork. In early December 2021, we requested that Paychex NOT file our Q4 tax returns on behalf of our employees. In January 2022, we received a tax package from Paychex with copies of the tax information that Paychex had filed, contrary to our instructions and their representations to us. We did not submit our December 2021 payroll with Paychex and the quarterly tax returns that Paychex prepared did not include a full year's worth of earnings and were inaccurate. Paychex said they would file amended returns by 2/24/2022. We have not yet received an amended 2021 Q4 state filing. Paychex has been non-responsive when we have followed up with this regarding the status of the amended state filing. I continue to receive information from the State of California regarding a tax overpayment refund related to the 2021 Q4 state filing that Paychex processed in error. We need Paychex to respond ASAP with the following responses: * Has Paychex filed an amended 2021 Q4 state filing? *If yes, when? *If not, when will Paychex complete this? *Provide a copy of the amended filing.Business Response
Date: 07/27/2022
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 were
waiting on copies of amended returns for Q4 2021 that they had requested back
in January 2022.
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,
Dal M
C**********
Client Service Manager-Paychex, Inc.Customer Answer
Date: 08/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17599947, and find that this resolution is satisfactory to me.
Regards,
***** ****
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