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.
- 177 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:03/18/2025
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 charging ******* ******* ******* for a Cafeteria Plan since at least October 2024 yet, they have not changed any of our payroll to pre-tax.
***** ***** cancelled her ***** health insurance starting January of 2025 yet each paycheck is still taking out deductibles from every paycheck of 2025.
****** ******* received a paycheck that was $250 less than any other even though she had the same number of hours as she always does per paycheck.
I have emailed regularly and are told the problems are being taken care of yet there has been NO reimbursement..
Business Response
Date: 03/27/2025
Thank you for your inquiry regarding The ******* ******* ******* Program. 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 The ******* ******* *******
Program stated has faced ongoing issues with Paychex, including unadjusted
pre-tax payroll for a Cafeteria Plan, continued health insurance deductions for
an employee despite cancellation, and a paycheck discrepancy for another
employee.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *********************, ###-###-####.Sincerely,Patrick O********Health & Benefits Operations Manager, Service &
RetentionInitial Complaint
Date:03/12/2025
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 deducting money from our checks for HSA payments, but the money has NOT gone to our HSA accounts. In my case, I have not seen a deposit since 2022! (3/12/25 now). We have contacted them numerous time in order to rectify this situation, but we never get any response other than, "We will escalate this issue", and after that, nothing. They have deducted thousands of dollars from checks, and no one can tell us where the money went. We have been a customer for over a decade, but they treat us like we don't exist. While I understand the "Payroll Specialists" we speak to may not have the answers right away, they seem to either not know or not care who is the next level up person that can help us. Terrible customer support!Business Response
Date: 03/17/2025
Thank you for your inquiry regarding ****** *********** ************* Inc. 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 ****** *********** ************* Inc stated that HSA deductions had been debited from the employee’s checks but
not deposited. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or
###-###-####. Sincerely,Lisa C*****Client Service ManagerInitial Complaint
Date:03/12/2025
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.
My account was closed in October 2024. I was never sent out a form to fill out and never requested any year end processing. A charge of $316.00 was taken out of my bank account without my authorization in December 2024. The last email communication I had with original rep who signed me up stated the last charge was the $99.00. That was in October 2024 I only process two payrolls check which was a $5.00 test payment and the $5.00 payment before closing my account. Which I was told needed to be done in order to close…I called and spoke with another rep who stated that a form was filled out requesting year end processing. I advised her I did not ever fill out a form. I only received an email back confirming my account was closed. I have been emailing paychex supervisor Michael since 2/3/25. I got his first response 2/10/25 after customer service rep sent him an email. Throughout that communication he indicated on 2/11/25 that a refund request has been sent. I reach back out on 2/21/25 following up on refund in which I did not received. He did not respond. Shaina my new contact person responded 2/23/25 stating refund is 5-7 days and asked if I received it, I let her know I did not. I gave her a call around 2/24/25, she advised that she would resubmit the request. I called in again and ever since it’s been going to her voicemail. I was never able to reach Michael on the phone. I don’t understand why it takes over a month to process a refund for $316.00. It doesn’t make any sense to me, especially knowing that I never filled out a form or gave them the authorization to do such a thing. Two $5 checks has cost me over $400-$500 fees. I would like my refund processed and proof that it has been processed.Business Response
Date: 03/19/2025
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 inaccurate charges
taking place on the account. Explanation was provided the charges were for YE
Changes on processing W-2 information.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-#### Ext
*******.Sincerely,Heather R*****Client Service ManagerCustomer Answer
Date: 03/19/2025
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. Thank you Heather for your assistance!
Regards,
*****
Initial Complaint
Date:03/08/2025
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.
They continue to fraudulently charge me for services after I’ve already fired them. Kimberly D**** and Derek H***** are awful people and have continued to defraud me.Business Response
Date: 03/17/2025
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 incorrectly charged $169.50 after they canceled their
payroll account with Paychex.The client was able to get resolution with the help of a Paychex Manager. 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 ###-###-####.Sincerely,Andrew S*******Client Service ManagerPaychex IncInitial Complaint
Date:03/03/2025
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 collected money from my payroll every week to pay my unemployment tax, I received the forms 941s but the state now is taking action against my business because they have not received any payment from my business for Q4 2023, and Q1, Q2, Q3 and Q4 2024. I can't get anyone to explain what is the problem and now I was told they refunded the money to my account while I got receipts of fillings. Now I have until March 7th, 2025 to pay and I can't get anyone on the phone. I need this resolved ASAP and all the penalties involved must be paid by paychex.Business Response
Date: 03/11/2025
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
Florida Unemployment returns were not filed for calendar year 2024.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-#### Ext *******Sincerely,Heather R*****Client Service ManagerInitial Complaint
Date:03/03/2025
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 am a small business owner with three employees. I moved my payroll to Paychex in October of 2023. From then until January of 2025 Paychex did not process my Local Tax (1%) and Local Occupational Privilege Tax ($52/year) properly. It was withheld but sent to the wrong tax collecting body. I discovered this error and asked Paychex to fix and resolve it. After multiple conversations and emails they said it could be amended but AT A COST TO ME of $2250. Paychex made this mistake not me. I called Paychex corporate complaint department on Friday February 21st and no one has even bothered to call me back to try and resolve. My local customer service person and her manager have also ghosted me. I have tried all the local and corporate options and now am asking for the BBB to help.Business Response
Date: 03/18/2025
Thank you for your inquiry regarding ******* ********* ****** Inc. 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 ******* ********* ****** Inc stated
local withholding for the employees was incorrect for filing of calendar 2024.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-####Sincerely,Heather R*****Client Service ManagerInitial Complaint
Date:02/28/2025
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 are a small company opened since June 2015 & after looking for a payroll company we chose Paychex in March of 2023. In June of 2023 I received a call from Kyle T****** about starting a 401K plan through Paychex. I asked him repeatedly if there were any service fees, set up fees, or hidden fees & was told only a $11 per employee who would receive the 401K plan & the 3% match we agreed to do for the 1 employee on payroll. I told him several times I didn't know anything about 401K but if they were any fees for anything concerning 401K the answer was no. I explained I couldn't afford it. I asked if we would be charged during our off season for the plan since we wouldn't be working from November 1st - April 1st that we were a seasonal business. I have asked for the call to be pulled & listened to by his superiors. I found out he charged me $2,000 set up fee & $105 monthly charge for record keeping after contacting Paychex about a charge of $166 on our bank account. I asked for the documents showing I signed agreeing to these fees due to my call with Klye where I already said no but the agent couldn't find any. In January I tried speaking to an agent about this again. I again asked for the documents where I signed agreeing to these fees & he said he would email them. I have uploaded what he emailed. Those two pages showing the setup fees & bank info was not available in November also the pages required my initials verifying I approved of these fees which I didn't initial as it requested. Most importantly their own documents show I didn't authorize a bank account to be drafted at all. I have requested 3 separate times for the 401K plan to be terminated, I was told I would be charged $1,500 to cancel! I have email stating it would be waived. Yet the document I have to sign states I will be charged $1,500 to cancel on top of $1,100 still owed in set up fees. I want the 401K terminated without another $ charged. They already drafted $900 without my authorization.Customer Answer
Date: 03/03/2025
I needed to add to my first complaint due to having two separate complaints the first one was about terminating my 401K plan due to fraudulent charges auto drafted without consent to my checking account. I forgot to list my company name ******* **** **** ******** and payer id ********. The second complaint is about the payroll account. I signed up at a discount rate in March of 2023. I was glad they were going to debit the service fee and payroll taxes owed weekly. My last bookkeeper did it quarterly. We are seasonal & do not work from November 1st - March 31st. I was unknowingly sent invoices for end of year taxes by mail to an incorrect address. Due to not receiving them they did not get paid. In February I lost the privilege of my discount service fee & weekly debit without notification. They again sent invoices to the incorrect address. I received several emails stating I had balances owed in collection but when I would call my agent she said I didn't owe anything (she was and still is very hard to get on the phone) & because I believed what she said I only found out that a balance was owed when my payroll account was closed on August 5th only after logging in on August 6, 2024 to do payroll. I no longer could submit payroll in the middle of the season with only 1 employee on the payroll I have not been able to get his W-2 even though I set up payment for balance owed and the agent reopened the account supposedly. When I set up the payment I asked for it to be drafted on 3/3/25. Paychex drafted by bank account on 2/19 & 2/28 causing me $93.00 in overdraft fees knowing I set it up for 3/3. The second unauthorized draft was done minutes after calling about the first draft & changing the auto draft date for 1 week late do to finances, after getting off the phone with the agent my personal account was charged again when I just told the agent I didn't have it. Horrible customer service & communication with this companyBusiness 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
they were not happy about fee’s associated with the plan termination. It is my understanding that ******* **** **** ******** stated
they are looking to have account cleared of outstanding balances and 2024 YE
processed. As of this date, Paychex leadership has worked with the client for the resolution. Details of the resolution are attached.I believe the matter to be taken care of for the client. If
you have further 401k questions, you can contact me at ****************** or by phone at ###-###-####,
ext. *******.I believe the matter to be taken care of for the client. If
you have further payroll questions, you can contact me at Heather Reilly @
###-###-#### Ext ******* or email *******************.Sincerely,Zach C****Client Relations 401k Service Partner Heather R***** Client Service ManagerInitial Complaint
Date:02/26/2025
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.
My employer used Paychex payroll services 1/2023 - 9/2023, and then switched to a different payroll service provider.
Paychex mistakenly issued a W2 for myself and other employees. This mistaken information was reported to the IRS. The IRS now believes that I received an additional 9 months of income and I am having to dispute a large tax bill for funds that I did not receive.
I reached out to Paychex in an attempt to gather documentation to explain the mistake to the IRS and to assist me in disputing this bill, they have not provided any documentation or assistance. Paychex has been completely unhelpful in resolving this issue, which they caused.Business Response
Date: 03/19/2025
Dear Lou Ann: 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 employee stated
that double filing took place for their W2 for calendar year 2023.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-#### Ext
*******Sincerely,Heather R*****Client Service ManagerCustomer Answer
Date: 03/21/2025
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.
I have been contacted by my employer for the 2023 tax year, that Paychex has submitted a corrected W-2c to the IRS for my correct salary for the 2023 tax year. I was also issued a copy of this corrected W-2c from said employer, and have submitted that to the IRS as a supporting document in my dispute over the legitimacy of my outstanding tax penalty. I have not received any communication from the IRS since submitting my disagreement and supporting documentation. I wish to keep this complaint open and active, until I have confirmation from the IRS that they are satisfied and I no longer owe an outstanding balance. If any other documentation would be needed by the IRS, I prefer to have this channel of communication to Paychex open as I was unable to get any answers via contacting the company directly.
Regards,
****** **********Business Response
Date: 03/25/2025
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 employee stated that double filing took place
for their W2 for calendar year 2023.
I believe the matter to be addressed for the client. If you have further questions, you can contact
me at ******************* or ###-###-#### Ext *******.
Sincerely,
Heather R*****
Client Service ManageInitial Complaint
Date:02/25/2025
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.
Feb 10th
2400$
I sent written complaint/request to solve my unauthorized charge for services which were in an attempt to fix their own mistakes .
They called me 10 days later (my representativ jerika which couldn't help me but tried to blame me without even having access to all the facts)after I called multiple times being promised a call back from a supervisor in 24 hours which never happened.
They charge me almost 2 years for services which they didn't fulfill or filed the wrong thing or in the wrong state.last phone call was Thursday the 20th and nobody didn't even emailed me. I had to report payroll yesterday and didn't even contact me anyone.
They are a disgrace of a company. I'm looking in to a lawsuit to bring against them and their nefarious practices.Business Response
Date: 02/26/2025
Thank you for your inquiry regarding ****** F *********.
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 ****** F ********* stated we had
charged him for amended returns and debited $2400.00 from him. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or ###-###-####.Sincerely,Lisa C*****Client Service ManagerCustomer Answer
Date: 02/26/2025
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:02/21/2025
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 am the owner and sole superadmin of my business account with Paychex. During a recent call for an unrelated issue, I was informed by a representative that I did not have the necessary permissions to make a change. Upon further investigation, I was told that I was not the superadmin on my own account and that I would need approval from my HR manager—despite the fact that I have never authorized another superadmin.
After I explained the situation, the representative reinstated me as superadmin, but I was not given a clear explanation as to how or why this unauthorized change occurred. I was assured that my account representative would follow up to clarify the situation. However, when my account rep reached out, the incident was minimized, and speaking with a supervisor did not resolve my concerns.
This is not a minor issue. An unauthorized change to my account's highest-level permissions is a serious security breach that puts my business at risk. Despite my emails sent over the past two to three weeks, I have yet to receive a satisfactory response. If I am to continue using Paychex, I need:
A full investigation into what happened, including who made the unauthorized change and how it was allowed to occur.
Assurances on how Paychex will prevent this from happening again, including details on security protocols moving forward.
Until now, I have had no complaints about Paychex, but this incident—and the lack of urgency in addressing it—raises serious concerns. I expect a prompt response with clear findings and next steps.
I look forward to your immediate attention to this matter.
Thank youBusiness Response
Date: 03/03/2025
Dear *** ***: 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 ****** ******* **** stated there
was an unauthorized change to Flex access for company employees.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 ###-###-#### Ext
*******.Sincerely,Heather R*****Client Service Manager
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