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 Inc

  1155 Kelly Johnson Blvd #111 Colorado Springs, CO 80920-3957

• 

  Paychex, Inc.

  11128 John Galt Blvd #25 Omaha, NE 68137

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:02/21/2025

  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 terminated from my company so the next day Inpaid in full my loan amount to PayChex. Instantly I received an email from them confirming payment has been made and it would take two business days to process that out of my bank account. I thought it was strange PayChex did not process they payment out of my bank and complete my loan amount with them. I’ve called PayChex everyday after that and they kept telling me to check again tomorrow . And tell it takes ten business days. On the tenth day I called again for PayChex to tell me my loan defaulted. But that should have never been the case because I made my payment back in full. I asked to speak to a supervisor and was denied that. The operator on the phone would not transfer me. I requested the evidence and to provide me documentation electronically for my account. The Paychex operator said no one can help me the other departments are closed. Paychex is operating in a dishonest way. And are not providing any customer support or services in assistance.

  

  Business Response

  Date: 02/28/2025

  Thank you for your inquiry regarding Lighting Association of
  San Diego 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 the participant stated that they
  were unable to process a payment on their 401(k) loan. 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,Chase M*****401(k) Client Relations Service Partner

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  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 worked for ******* ******** and I have a 401k with paychek. I took a loan out on my 401k. I was making bi weekly payments to my account to pay the loan back. On Nov 19th 2024 I left *******, then on Dec 5th 2024 I made my bi-weekly payment to the loan like I always did. Then on Dec 15th I attempted to make another payment to my loan. But my payment from December 5th was showing still pending.
  
  I called customer service and spoke to someone and he explained, since I was no longer working for ******* I would have to pay the loan back in the full amount. And he would have my account refreshed check it in 48hrs. I said ok. 48hrs past and my account was still showing pending from the 5th. I spoke to another customer service person who then ask if I had funds in my account and to check my bank to see if they had it on hold. There was money in my account the bank didn't have a hold. I called back and explained it to them and asked them could they please unlock my account, so I can make the payment. By their own policy I have to pay the loan back in full, and I can only pay it online or mail in a check. I refuse to mail a check to them because of how the service is going.
  
  Fast forward to Feb 2025 and I've been calling them since December 2024 multiple times to try and pay them. I was told to mail them a letter from the company stating I wasn't working for them so they could unlock it. I did that and mailed the letter. I have the tracking number where it shows the letter was delivered. I spoke to the supervisor today Feb 20 2025 and he is saying they don't have the letter, an i would have to resend it. I asked for his email, so I could send him the proof of my letter, he wouldn't give me his email address. So now I'm stuck trying to figure out why this company will not let me pay this loan off. This is the worst company, their customer service team are robots that repeat the samething to you. When I pay this off I'm taken all of my money out this company they suck.

  

  Business Response

  Date: 02/25/2025

  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 a
  participant was experiencing discrepancy with submitting a 401(k) loan
  repayment online.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ****************** or ###-###-####, Ext.
  *******.Sincerely,Aleida B****Client Relations Service Partner 

  Customer 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:02/20/2025

  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.

  Terminated services in writing with Paychex October 15th our payroll provider. However they kept charging my account and sent out duplicate W2's to my employees. I have tried to have them prepare and submit amended W2's to no prevail.
  My employees will now need to pay taxes on the same income twice. Paychex just keeps me on hold and passes me along to other agents.

  

  Business Response

  Date: 02/24/2025

  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 ****** ********** LLC stated that
  Paychex and *** filed the W-2s.  Only *** should have filed the return.  ****** also said that we billed them after their termination date.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ###-###-#### or
  ******************.Sincerely,Jennifer K****Jennifer K****Client Services Manager

• Initial Complaint

  Date:02/20/2025

  Type:Product 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.

  After MULTIPLE attempts over SEVERAL months to cancel a service we were no longer using, we FINALLY received a cancellation confirmation via email on 1/30. The email sates that we are required to give 30 days notice of cancellation, which we had already given * multiple months* prior. We were told on the phone that we would not be charged for an additional month because of the hassle of the cancelation process that never seemed to work. On 2/20, we received yet another billing statement informing us that we were charged on 2/14.
  
  The rest of our services with Paychex were canceled back on the third quarter of 2024, but we've been charged monthly for a remaining HR service ever since that apparently was treated separately and wasn't part of the initial cancelation, even though we were led to believe we had successfully canceled all of our Paychex services back in Q3 of 2024.
  
  We would like for Paychex to honor the agreement over the phone to not charge us for yet another month on a service we already had not been using and had been trying to cancel for several months prior. Since that money has already been deducted from our account, we would like a refund to be processed for the most recent month.

  

  Business Response

  Date: 02/21/2025

  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 their HR Essentials services were not cancelled with
  the rest of their Paychex services and a refund is owed. 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,Nicole C******HR Services Region
  Manage

• Initial Complaint

  Date:02/19/2025

  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.

  We have used Paychex for payroll for years. The summer of 2024 we added a IRA plan for our employees in effort to retain good people. I reached out to our account person, Kennika S********, to set up the contributions in payroll. Kennika seemed unsure of what I was asking so we got another person to help her along. Once she seemed sure about what she was doing we moved forward. We have a Simple IRA and the contributions should be pretax, lowering the annual income tax for employees that participate. However, this did not happen. Instead, Kennika added our first contribution as an after tax loan repayment. A IRA contribution and a loan repayment couldn't be more different. I quickly reached out to her via email and at that time it seemed as if everything would be fine. But is was not. She mistakenly added our contributions as a after tax contribution negating the benefit of using a Simple IRA for the entire year. What's more, our employees now owe thousands of tax dollars for this mistake. The fix is simple but Paychex is unwilling to help. We have reached out regularly since 02/10/2025 but no one will call us back. I have called and called. I keep being fed the same excuse that a supervisor will call me back. But no one ever does. I email Kennika again and again, nothing. The fix is simple. Paychex needs to file a W2C W3C, and form 940 and 941 that shows our contributions as a SIMPLE IRA S election.

  

  Business Response

  Date: 02/20/2025

  Dear *** **** 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
  the retirement deduction for two employees was recorded incorrectly as an IRA
  and should have been recorded as a simple IRA for tax year 2024.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ****************** ###-###-####.Sincerely,Nicole B****Market Service Manager

• Initial Complaint

  Date:02/19/2025

  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.

  In August of 2023, our business (************ ****** ********, LLC) was contacted by a Paychex representative claiming that he could get us $20,000 back from the government from wages paid during the COVID pandemic. He stated that all we needed to do is sign up for a retirement plan for our employees so that the government can see that we are investing back into our employees. He never told us it would cost us money and even said that we could cancel the retirement plan at any time. All that we needed to do was sign a few papers stating that we wanted to go this route and he would get to work getting us a refund from the IRS.
  
  Next thing we know, money in the amount of $180-$190 is being taken from our account. When I called to complain about this, the representative stated that it was for our retirement plan, never thoroughly explaining anything. Through lack of explanation, I did my best to understand and concluded that this was the money going into the retirement plan for our employees.
  
  Since only having one employee who is my husband and owner, we decided to cancel the plan only to find out that we would have to pay $1500 to leave the plan and that the money we were paying money were installments to pay off the set up.
  
  We have never used this service because employees never signed up for this.
  
  The original man I spoke with back in 2023 swindled me for the sake of his own commission check. I feel as though I should be allowed out of this plan free of any fees and refunded the money I paid every month since September 2023 as an apology for this companies lack of integrity within their employee.
  
  I would like this matter to be resolved via email only to have a paper trail of all conversations.

  

  Business Response

  Date: 03/13/2025

  
  
  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 they were misled by the local benefits representative who sold them the
  Pooled Employer 401(k) plan service. Client claims they were unaware of the
  setup fees, monthly installment fees, and the $1,500 termination fee associated
  with the plan. Client feels they should be allowed to terminate the plan free
  of charge, as nobody ever participated in the plan. Client is seeking a full
  refund of all fees associated with the plan.
  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** or at ###-###-####
  X5280184.
  
  Sincerely,
  
  Angela M******
  401(k)/S125 Client Relations Representative
  Office: ###-###-#### ********

• Initial Complaint

  Date:02/18/2025

  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.

  Paychex Corporation has mistakenly added non-employees, some deceased, to my companies 401K account. They have mailed letters in my name to these ex-employees letting them know they have been automatically enrolled into my companies 401K plan. This is causing a severe hardship on my company.
  I have asked Paychex repeatedly to eliminate all of the individuals, who are not active employees from my 401K account. They continue to ask me for termination dates to add to these individuals' files. I do NOT have their termination dates as they were never active employees since I have owned the company. We don't have their old personnel files. Paychex pulled all of these individuals names from an old account American Preferred had with Paychex over 10 years ago. These individuals should have never been added to my new 401K account as I started with Paychex in February of 2023. None of these individuals should have ever been linked to my new account.
  This is obviously a huge breach of security on Paychex part as they added deceased Indvidual's and other people that don't work for me to my 401K account.
  I have repeatably asked for a call or contact information for the head of Paychex 401K services. I have not been provided their contact information. All I am asking for is for Paychex to eliminate these individuals, who were never employed by me or who are deceased to be taken off of my 401K account.
  I attached my email correspondence with Martin,

  

  Business Response

  Date: 02/28/2025

  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
  Paychex mistakenly added non-employees to his company sponsored retirement
  plan. ******** ********* ********** has indicated Paychex has sent letters in
  his name to former employees notifying them of being automatically enrolled
  into the company sponsored plan, creating a hardship and unnecessary confusion
  for his company.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** or at ###-###-####
  ********.Sincerely,Angela M*****401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### ********

• Initial Complaint

  Date:02/12/2025

  Type:Customer Service Issues
  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 opened a debit account with Paychex Pay when our company switched payroll services January 1st 2025. I had difficulty transferring the money from this account to my checking account. After several calls to Paychex customer service line ###-###-####, they proved to be unhelpful and unknowledgeable about how to resolve the issue. I went direct to my bank and again called the customer service line with the teller's manager present. They were able to transfer part of the funds but not all of them and Paychex customer service still clueless as to why they couldn't do anything else.
  On Feb 6th the Paychex Pay account showed $2000 transfer from their account to my bank account. On Feb 12th my bank had no record of receiving the fund. Again we call Paychex customer service and the only thing they can say is it transferred. At this point my account is frozen and they require me to take a picture of myself next to my ID, mail it to them to reactive the account so that I can dispute the transaction and only then would I be able to close the account.
  It amazes me that this is a FDIC backed financial institution. They are incompetent and have caused me much distress trying to gain access to money I earned and need for bills.

  

  Business Response

  Date: 02/20/2025

  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 an employee at **** **** ********** **** was having difficulty accessing funds from their recently
  opened bank account/debit card.   The employee was able to get resolution with the help of a Paychex Manager. The details or our resolution are attached.I believe the matter to be resolved to the Employee’s satisfaction.
  If you have further questions, you can contact me at ******************** or ###-###-####. Sincerely,Michael
  C******Michael ChiazzaManager, Enterprise Service

  Customer 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:02/10/2025

  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.

  Paychex set up payroll for the employee of the business. Paychex had not been withholding NH Unemployment for my NH based business, but had tried allocating ME unemployment. I did not have an ME ID for unemployment as it was not required for my business. Paychex stated they could not release the funds to the state of Maine without the ID. Paychex was happy to pull the money for NH unemployment adjustments, however never refunded me for the money they sent to the state of Maine. I have not closed out my Paychex account as I need to have these things settled for legal and tax purposes and Paychex is now applying predatory charges that are not contractual and have been working for months on a resolution. Everytime I feel like we are getting somewhere they push me off to another person at Paychex. I believe an attorney would cost more than what the refund would be and will now have to file an additional year of taxes after business closure to do this issue.

  

  Business Response

  Date: 02/26/2025

  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
  Paychex was not issuing refunds for the previously withheld Massachusetts
  unemployment liability. The company did not have an ID with the Maine
  Department of Labor, as it is not required, due to their obligation to adhere
  to New Hampshire unemployment regulations.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************* or ###-###-####. Sincerely,Ashley R****Manager, Client service  

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  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 am writing on behalf of my small business to express deep frustration and concern over repeated, unauthorized withdrawals made by Paychex. These withdrawals were unexpected, unauthorized, and have put a significant strain on resources. Despite reaching out to Paychex and requesting both a full refund and immediate cancellation of my account, the situation remains unresolved.
  
  Running a small business comes with challenges even in the best of times, and these additional, unapproved charges have caused challenges. It feels particularly concerning to see that others have encountered frequent issues, suggesting that this may be an ongoing pattern rather than an isolated incident.
  
  I have respectfully requested a swift resolution, including the return of all withdrawn funds and the complete cancellation of my account with no luck or correspondence. I hope this matter can be settled without further stress or financial burden.

  

  Business Response

  Date: 02/14/2025

  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 *** ********* stated they wanted
  to cancel services and wanted refunds immediately on certain Paychex invoice
  fees. I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at *********************** or
  ###-###-####.Sincerely,Liliana F********Manager, Client Services

  Customer Answer

  Date: 02/22/2025

  At the time of writing my last communication, the funds had not yet been credited. 
  

  As of yesterday the funds are in my account. Thank you!!!