Complaints

This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  286 Washington Avenue Extension Suite 100 Albany, NY 12203

  
• 

  Paychex Inc

  215 Greenfield Parkway Suite 100 Liverpool, NY 13088

  
• 

  Paychex

  3875 Hopyard Rd # 175 Pleasanton, CA 94588-8504

• 

  Paychex

  600 Townpark Ln NW Kennesaw, GA 30144-3729

The 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:03/30/2025

  Type:Billing Issues
  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 set up a new checking accojunt with my bank in November 2024, following that I set up a payroll account with Paychex. I ran one payroll totaling $300 on December 11, 2024. On December 16, 2024 I recieved an invoice for $60 witch I had no knowledge of nor authorized. I immediately contacted paychex and disputed this charge, I was promised the money would be refunded. I was never refunded the money and I relized that paychex was, Illegally, electronically withdrawing money from my other checking account. I did not give paychex the additional checking account number at any time for my payroll account or authorize it in any way. To date paychex has Illegaly withdrawn $613.60 from December 2024 to March 2025 even though I terminated my payroll account as of January 1, 2025. I was informed by my bank that sence I did not catch the charges in time there is nothig I can do, and paychex got away with stealing money from me. I did inform my bank when this first began and also contacted paychex several time were I was promised that this would be taken care and my money would be refunded. I do not know if I will get the money back that was Illegaly taken from me by Paychex but hopefully it will keep others from allowing unethical companies such as Paychex access into there business.

  

  Business Response

  Date: 04/10/2025

  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
  received various unauthorized charges from Paychex Property & Casualty
  department on a bank account that they had requested Paychex not use due to
  having set up a new business checking account for their active services.The client was able to get resolution with the help of a Paychex Account Executive. As of this date the issues were resolved. The details of the 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 ******************* or ###-###-#### Ext
  *******Sincerely,Lauren K*****Escalation Account Executive

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  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 on with them in May 2024. I am a LLC and put myself on payroll. I was never told by them this was an illegal act according to the IRS.
  
  Paychex has been doing my payroll as an LLC for myself but I should have been only as an S-corp status... Tukima M****** (my rep) does not understand this and is confused about it...
  However, this was set up prior to her.
  
  My W2 to the IRS is illegal...I have paid them for months and spent unnecessary funds to attain nothing of what I needed initially.
  
  My tax preparer and I had a conference call with Tukima this morning and do not feel comfortable with the outcome.
  
  And her biggest concern was,
  1. Was I going to still do payroll with them
  2. Did I want her to do the necessary paperwork to submit for me to become a S-Corp
  
  Tukima called me back later and stated this was my fault as I was a self enrolled customer. And they set me up based on my answers in their checklist.
  
  My question,
  In the discovery period, wouldn't your employees tell me I could not do this as just a LLC?
  In the checklist shouldn't there be questions to determine if this can work?
  
  Also, to fix this I am being charged.
  
  I also received a call from Tenisha who stated she was a supervisor. We actually got nowhere. When I asked about someone over her she stated the same person that Tukima reports to is also her supervisor. I asked about that, then she said they all work as a team. And that no matter what the way I onboarded this was my fault.
  I need help immediately to fix this urgent matter

  

  Business Response

  Date: 04/11/2025

  Thank you for your inquiry regarding ** * * ********* ******* ***. Paychex takes complaints from our clients very seriously. We
  appreciate the opportunity to help settle any disputes that may occur.
  It is my understanding that ** * * ********* ******* LLC
  stated the owner should not have been on payroll as they operate as an LLC
  instead of an S-Corp. They expected Paychex to provide this information during
  the onboarding process. They have requested that the incorrect filings be
  rectified at no additional cost.
  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************* ** ************ ********* 
  Sincerely,
  Ashley R*****
  Client Service Manager

  Customer Answer

  Date: 04/14/2025

  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. The matter is not resolved as of yet. I am still waiting on someone to contact me to get started on 2024 to fix and clear up. And it looks like a new associated I was given a new representative, not sure why...could it be because of all of the misunderstandings.  I reserve the right to come back here for help if there is no communication or resolve shortly.

  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 04/24/2025

  Thank you for your inquiry regarding ** * * ********* ******* LLC. Paychex takes complaints from our clients very seriously. We
  appreciate the opportunity to help settle any disputes that may occur.
  It is my understanding that ** * * ********* ******* LLC
  stated the owner should not have been on payroll as they operate as an LLC
  instead of an S-Corp. They expected Paychex to provide this information during
  the onboarding process. They have requested that the incorrect filings be
  rectified at no additional cost.
  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************* ** ************ *********  
  Sincerely,
  Ashley R*****
  Client Service Manager

• Initial Complaint

  Date:03/28/2025

  Type:Billing Issues
  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 opened a small business and used their services to process payroll checks. After the business failed I ended my contract with Paychex. After I ended my contract, they continue to charge me for more than six months until I finally had to go to my bank and block any withdrawals from this company. I then spoke with several people at this company and each time I was told something different. I then had to fill out certain documentation and send back to them to close the account. Even after filling out the documentation that still continue charge me. I faxed poppies of that documentation to at least five employees at their company and still they continue to charge me.

  

  Business Response

  Date: 03/28/2025

  Thank you for your inquiry regarding ****** ** **************. Paychex takes complaints from our clients very seriously. We
  appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ****** ** ************** stated they
  are due a refund for services they had previously canceled yet continued to be
  billed for.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me via email at ***************** or via phone at
  ###-###-####.Sincerely,Katie W***Client Service ManagerTime and Attendance

• Initial Complaint

  Date:03/23/2025

  Type:Billing Issues
  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 was charged a fee in excess of $1500 for Paychex to provide a service of filing Eric tax form. The fee was a percentage of the return I was to get. However, the return was never received and they are refusing to return the fee charged.

  

  Business Response

  Date: 04/08/2025

  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 were
  charged a fee for Paychex to provide ERTC filing for their company. They have
  not yet received the payment from the IRS related to the ERTC filing and are
  requesting that Paychex refund the fee charged for the service.The client was able to get resolution with the help of a Paychex Supervisor. 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 ********************* or ###-###-####
  Ext. *******.Sincerely,Sydney W******Operating Risk Supervisor

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  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 was terminated from my employment on Feb 18, 2025 and received a letter from Paychex flex stating I am eligible to receive a distribution from my retirement plan. When I went into paychex flex my account could not be found. I contacted customer service numerous times and was abruptly disconnected or they could not find me. I had tried asking customer service if it was due to me not having my work email that I signed up on and no resolved. I have talked to HR at the agency I was employed to fix and he said he could not find it either and a few days later stated that I was to receive an email from the Paychex representative. After days and days have gone by I reached back out to HR and he has been checking everyday with no response from Paychex. This is getting drawn out too long and I'm worried that I will be charged fees that could have been resolved before they would be charged

  Customer Answer

  Date: 03/25/2025

  The Admin for the account with Paychex Flex is ***** ********** ********** I believe the main office is *** ******* ******** ** ***** but they do have numerous offices. The plan number us #******

  I have reached out to them multiple times and can they stated weeks ago that paychex was to fix the issue and email me and have not heard or received anything from Paychex. When I spoke to chat feature they dont seem to speak english and arent clear about the information they are asking.

  

  Business Response

  Date: 03/26/2025

  Thank you for your inquiry regarding *****. Paychex takes
  complaints from our clients very seriously. We appreciate the opportunity to
  help settle any disputes that may occur. It is my understanding that a previous employee of ***** stated they were unable to access the online account to distribute funds from
  the plan and had difficulties reaching someone for assistance on this matter. Please see the attached.I believe the matter to be taken care of for the client. If
  you have further questions, you can contact me at ******************* or ###-###-####
  ********.Sincerely,Sherry T****t 401k Client Relation Service Partner

• Initial Complaint

  Date:03/21/2025

  Type:Customer Service Issues
  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 am writing to formally express my dissatisfaction with Paychex’s handling of my company’s certified payroll configuration request. As an employer bound by federal/state contracting requirements, timely and accurate payroll processing is critical. Unfortunately, the service provided by your team over the past month has been unacceptable for the following reasons:
  
  Unresponsive and Unprofessional Customer Support
  Repeated attempts to resolve issues through Paychex support channels (phone, email) have resulted in excessively long wait times (often exceeding 30 minutes), inconsistent follow-ups, and a lack of ownership from representatives. Despite multiple escalations since last month, the configuration remains incomplete. This demonstrates a clear disregard for client urgency and contractual obligations.
  
  Failure to Provide Training or Documentation
  Paychex team has not supplied any user guides, video tutorials, or live training sessions to help my staff navigate the certified payroll system. This omission forces us to rely entirely on fragmented support interactions, further delaying compliance.
  
  Risk of Financial Penalties Due to Paychex’s Delays
  As certified payroll is legally mandated for our projects, Paychex failed to complete setup by this week directly exposes my company to penalties from the Department of Labor. All associated fines and legal repercussions will be formally disputed and billed back to Paychex unless resolved immediately.

  

  Business Response

  Date: 03/31/2025

  Thank you for your inquiry regarding ****** **********.
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help settle any disputes that may occur. It has come to my attention that ****** ********** has
  experienced delays and challenges related to customer support. After multiple
  attempts to reach out, the client has indicated that their certified payroll
  configuration remains incomplete. Furthermore, the client has requested training
  or documentation to reduce reliance on support interactions and to mitigate
  potential delays in maintaining compliance. The client has expressed concern
  about the risk of penalties from the Department of Labor and seeks to address
  this matter promptly to avoid any financial consequences.As of today a Paychex Manager has worked with the client to ensure their concerns are resolved. Details of the resolution are attached. If you have further questions, you can contact me at *******************.Sincerely,Tarik S****Client Service Manager

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  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 increased their price without giving a proper notice and are not respecting their contract. They also applied temporary discount when it was a fixed price agreement with the account manager

  

  Business Response

  Date: 03/28/2025

  Thank you for your inquiry regarding ****** **** ****** ***.
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help settle any disputes that may occur. It is my understanding that ****** **** ****** *** stated that
  their core issues stem from unauthorized changes to their agreed-upon discount,
  the imposition of unapproved fees, and the failure to provide adequate notice
  of these changes as required by the contract.  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Laurie RussoLaurie R****Client Service Manager

  Customer Answer

  Date: 03/28/2025

  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.The following has not been resolved as I received only a new deadline for the  "discount" until March 2026. I signed the contract based on a flat-fee from their agent Andrew and the contract never mentioned a temporary period for the discount. I would like Paychex to honor their discount without any deadline, meaning the base price should not change at all. If necessary I can provide additional proof (text messages) which will show that I was mislead by their sales representatives (Andrew).
  Regards,
  ****** ******  

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service Issues
  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 charges undisclosed premium processing fees. The app used to have you agree to those charges but now does not let you know about them at all until after payroll is submitted.
  This has caused a cycle of returned bank charges and accumulating fees. I closed the account with paychex due to this issue. Paychex has promised fee waivers that never happened, and has not responsed to all my emails. I want all final outstanding invoice, premium processing, late fees, and nsf fees waived.
  7/17- ******************* promised to waive invoice processing and late processing charges, that did not happen and I was charged $175.28
  11/15 ******************* waived invoice processing fee, I was still charged $105.28 and $120 nsf fee
  11/22- wire received and hold not removed in 1-3 hours as promised, submitted payroll on hold
  11/25- payroll hold removed but submitted payroll deleted, resulting in a “new” payroll submission which is now late
  11/25 no response when I asked about the deleted payroll and possibly being charged late fees again
  2/2- invoice shows premium processing fee, app did not disclose this. App said I had until 2/2 to submit payroll for 2/4 check date. I submitted on 1/31. These fees resulted in bounced ach payments to paychex and nsf fees from paychex
  2/4- 2 premium processing fees waived successfully $140
  2/14 responded to recovery department and asked for email communication only, no response ever received
  Closed account with paychex due to these issues. Paychex still charging me nsf fees.
  I can provide copies of all emails. I could not get them to upload here.

  

  Business Response

  Date: 03/27/2025

  Thank you for your inquiry regarding ******* *********** ***. Paychex takes complaints from our clients very seriously. We appreciate
  the opportunity to help settle any disputes that may occur. It is my understanding that ******* *********** *** stated prior
  banking issues on their end from July resulted in a domino effect of additional
  late fees and NSF fees from their bank and Paychex as well as promised credits
  she claims to not have received and continued NSF fees being assessed by
  Paychex Collections.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ****************** or ###-###-####Sincerely,Jennifer
  G**** Jennifer G**** Client Service Manager

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service Issues
  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 was the worst decision to use for payroll. The system is very difficult to use and they literally steal money from your account. Then they say they do not know what the charge was for. I asked for a refund for charges after I requested to cancel my account and they said they cant because it takes them 30 days to close an account. It is funny how it doesn't take 30 days to get started with an account. I want my businesses' money back. Then they charged me again two days after the account was officially closed. Stay far, far away. They will steal from a non profit so they will steal from you.

  

  Business Response

  Date: 04/07/2025

  Paychex provided a response and contact information.  See attached.

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service Issues
  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.

  Dear Better Business Bureau,
  I am writing to formally file a complaint against Paychex, Inc. regarding the cancellation of my account due to multiple instances of misleading promises, payroll errors, and inadequate customer support. Despite repeated attempts to resolve these issues directly with Paychex, I have been met with complete silence from their local support team and have been unable to get any acknowledgment or assistance regarding my cancellation request
  I was promised that Paychex would provide a more affordable solution than ***, allow unlimited payrolls, and reduce my workload by having a payroll specialist handle everything from an Excel sheet I provided.
  Contrary to these promises, I have experienced higher fees than *** and have been charged $20.79 per employee for off-cycle payrolls—something that was supposed to be included.
  Instead of saving time, I have had to invest considerable effort in correcting numerous payroll errors, resulting in more work than initially expected.
  Payroll Errors Impacting My Employees and Business
  3/6 Payroll Reversal: In an attempt to fix the 1/25 error, Paychex reversed my entire payroll without any prior notice, leading to unauthorized deductions from my employees’ bank accounts labeled as “Paychex.” This caused overdrafts and left many employees unable to pay for essential expenses like rent.
  Data Security Concerns: I received confidential information belonging to another Paychex client, raising serious concerns about the security and management of sensitive data.
  I have made multiple requests over the past few months for information regarding the cancellation of my account and have followed up with numerous emails to my local support representative, all of which have gone unanswered
  Request for BBB Intervention
  I am seeking the Better Business Bureau’s assistance to Help facilitate the immediate cancellation of my account with Paychex without any penalties or additional fees.

  

  Business Response

  Date: 03/26/2025

  Thank you for your inquiry regarding **** ************* ****.
  Paychex takes complaints from our clients very seriously. We appreciate the
  opportunity to help settle any disputes that may occur. It is my understanding that **** ************* **** stated they
  wish to terminate services with Paychex due to misleading expectations of the
  pricing and onboarding structure, payroll errors, and unresponsiveness. Please see the attached.I believe the matter to be taken care of for the client. If
  you have further questions, you can contact me at ******************** or at ###-###-####Sincerely,Alyssa R******Manager, PEO Client Advocates