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:02/10/2025

  Type:Product 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 terminated my business relationship with Paychex and satisfied all amounts due to them. I was assured over and over that everything was taken care of but today had an unauthorized auto draft of $160.50 from my account.
  
  There is no reason that any additional charges need to be taken from my account and the draft today is a theft.

  

  Business Response

  Date: 02/12/2025

  Thank you for your inquiry regarding *** ******* ** **** ******** PLLC, 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 *** ******* ** **** ******** PLLC stated there were duplicate year end charges.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,Lisa C*****Client Service Manager 

  Customer Answer

  Date: 02/12/2025

  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:02/05/2025

  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.

  Since Jan. 2024, PayChex has made errors in withholding of taxes from employees and tax payments for our church. Attempts to get emplanations from the company have been unsuccessful--either no one responds, or explanations are vague, or they answer only one of several questons. Different people respond and don't communicate among themselves. Local, state, and federal tax entities have then sent late notices to our church for taxes either unpaid or paid incorrectly; and PayChex refused to assume responsibility for the fees or the tax payments which had been withheld but not paid. I've personally called or emailed them at least 50 times over the last 13 months and have no idea whether they've finished with us. We did terminate our use of their company's services as of 3/31/24, but leftover tax issues have kept us in contact through Jan. 31, 2025.

  

  Business Response

  Date: 02/06/2025

  Unfortunately, we are unable to locate this client in our system.The name of the church that was provided does come up in our system, however it is located in Maryland and this client shows as being in Ohio. Additionally we do not show ******* ****** as a contact or employee anywhere in our system.We would need the Client ID Number in order to locate the account and further assist. This should be located on just about any communication from Paychex such as invoices, payroll journals, cash requirement reports and quarterly returns. It is typically in the format: 12-1234-5678.

  Customer Answer

  Date: 02/06/2025

  The client information on the documents I have that noted PayChex payments to the state of Ohio  is *** ********  * ****** ****** ********* ******    Agency ID: ********* *.  My name should be on emails sent to Karen W**** and Sara N******* among others, with PayChex.  We were contracted through ******** ********* in Ohio when PayChex took over their business; and until after we terminated our agreement, I was not permitted to contact PayChex directly--so my name may not appear on any of PayChex's official paperwork.  After March, I did contact them numerous times for the next 9 months because, as treasurer for the church, I was tasked with trying to figure out what taxes were actually paid.

  

  Business Response

  Date: 02/11/2025

  Dear *** ***: 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 have some tax concerns that need to be addressed. I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ********************.Sincerely,Una B******Client Service Manager

  Customer Answer

  Date: 02/13/2025

  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 opened the reply from the BBB yesterday and marked that I rejected the response from PayChex.  Before I typed in details, I clicked the Proceed button and then realized I could no return to the page for my response.  I’m sending this today in hopes that it can be attached to my case files so that we can proceed to some resolution with PayChex.For many years, ******** *********, a smaller payroll company, handled our payroll needs and did a quality job of not only providing accurate data but also answering any questions we had about our account.  Our service rep, Melanie W****, was trustworthy, efficient, and knowledgeable.  When PayChex took over our account, all of our communication had to go through Melanie for questions, amounts to include in paychecks, and tax paperwork we would receive as copies or to be filed.  We continued to pay ******** for the services.In late January 2024, I noticed discrepancies in taxes withheld from the church preschool’s paychecks for local taxes at a rate higher than they should have been.  I also got notice that I should file tax paperwork with the city of Springfield, Ohio which is not even close to where our church/preschool is located.  At that point, I was still required to pay the taxes they instructed me to do myself, so I paid just the amount we should have had withheld at the correct percentage; and I paid the tax to the Springfield Township tax officials where it belonged.  Afterwards, it took several requests for PayChex to issue refunds to our staff members for the excess tax that had been withheld from their checks.In early February, I noticed errors on the preschool and church tax paperwork as well as questions about the W-2s staff members had received.  Melanie told me, after several requests, that she just couldn’t get answers from PayChex.  I also found mysterious EFTs in our bank account and labeled as “taxes” but with no explanation as to where the taxes were being sent.  In addition, there were two larger EFTs with no designation as to what or where those were being sent.  I asked repeatedly about those and never got any answer other than that they were “adjustments.”Our church decided to close our account with PayChex, effective at the end of March 2024 and move our work to a smaller, local payroll company.  In the meantime, I had documented phone calls and emails totaling 23 with concerns about our church or preschool accounts—and no specific answers to questions or verifications of tax payments made or to which tax entity they were sent.  After I notified Melanie that we were going with another company, she was able to find out that the larger EFTs with no information about them had been deposited into one staff member’s account—but PayChex would not tell her which staff member.  I had to contact all of our staff to ask and was told to tell that staff person to return the money to the church.  There was no explanation offered as to why PayChex made those deposits.Once I had terminated our agreement with ********/PayChex, I did not want to rely on Melanie that much in further questions since her company was no longer being paid for services; nor were they involved in providing any paperwork between PayChex and our church.  Actually, despite multiple attempts, she had not been very successful in getting answers anyway; so, I thought that maybe I could be more successful in dealing directly with PayChex to finish off the 1st quarter paperwork still remaining—as well as get the answers I still needed about the mysterious tax EFTs from February.At that point, in April, I continued some contact with Melanie but also began contacting our client rep (Karen W****) at PayChex who Melanie affirmed last week was the person she had been in contact with over the many months of our problems.  Unfortunately, Karen was not in the tax department where so many of our issues originated; and she told me that each question I had required her to contact them and wait for someone in that department to pick up the question and respond.  Just as Melanie had tried, Karen did as well; but I still did not get the specific answers or verifications of payments of those February tax payments (and do not have them even now a year later).As the months passed, I began receiving tax bills from the IRS, the State of Ohio, and RITA (for Springfield Township) for insufficient taxes paid and balances plus interest and penalties due, for taxes being paid after the deadline (again with penalties and interest due), and also a copy of an amended tax return (which was never sent to the State)—and some of these were for 2023, while others were for 2024.  I questioned every form and asked for explanations as well as verification of exact tax amounts PayChex had paid for those quarters, but never got specific explanations.At the end of both the 2nd and 3rd quarters of 2024, our current payroll company billed us because PayChex filed tax paperwork which resulted in our current forms being rejected as duplicates.  They had to do amended returns which cost us money we should never have had to pay since PayChex did not handle any payroll for us during either of those quarters.  Karen requested PayChex tax department not file for 3rd quarter, but they did anyway.  She requested they not file for 4th quarter, and they did finally stop their filing that time.From April 2024 through January 2025, I have record of 97 phone calls and emails between myself and either Melanie at ******** or someone at PayChex.  Una Bergman, who responded to you from PayChex was actually one of their employees who responded to an email in that time; but no one ever explained what the February 2024 tax EFTs were for nor why taxes were not paid for the correct amounts or on time.  In the meantime, I paid several tax bills including the late fees and penalties in order for our church accounts to hopefully be clear.In February 2025, I discovered that yet another tax bill was unpaid when our current payroll company had to pay that balance in order to file the year end taxes for 2024.  At this point, I have no idea if all of our tax obligations are actually paid for 2024 (other that that one just paid) or if I will be receiving yet another notice of taxes yet unpaid in the next several months.As Una Bergman told me on the phone this week, I have contacted Melanie at ******** so that I can be added to the account as a contact so that PayChex can speak with me.  Since it is our church account that is being used for the payments and I am the primary contact on that account, I would think I should be able to be that contact.  Neither ******** nor PayChex should have any access to our bank funds at this point, but we should be reimbursed for the extra tax payments, penalties, and additional tax charges we’ve had to pay since it was PayChex’s job to pay the taxes accurately and on time.  I need also to know exactly what was the initial cause of all of the mistakes on our accounts and why PayChex has been so reluctant to explain things, answer questions, and provide verification of actual payments (not just the scheduled amounts but the actual payments paid).I wish I had contacted the BBB a year ago and saved myself the headaches these issues have caused and saved our church the money we have spent beyond the taxes we actually owed.  Una mentioned that “PayChex takes complaints from our clients very seriously;” but for over a year, I have not found that to be true. Sincerely, ******* ****** ******* ******  TreasurerMarilyn
  Marilyn
  
  Regards, ******* ******

  

  Business Response

  Date: 02/21/2025

  Dear *** ***: 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 have some tax concerns that need to be addressed. If you have further questions, you can contact me at *********************Sincerely,Una B******Client Service Manager

  Customer Answer

  Date: 03/24/2025

  I'm happy to report that the check that PayChex told me was mailed on March 5 finally arrived via "snail mail" in today's mail!  So it's fine with me for you to close our case.  Thanks for your help and for staying in touch.

• Initial Complaint

  Date:02/05/2025

  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’ve been working at my job for almost 5 years now and been having the same checking and routing account number since I’ve been employed with ******* ******* *********. I normally don’t check my check stubs because my pay is almost the same, but today I needed my check stubs to do an employment verification for my state benefits so as I looked at my check stubs when I noticed there was an extra direct deposit added to my account that I didn’t recognize so I began looking at all my check stubs and noticed that $20 has been getting deposited to this ***** account since September 5, 2024 from Paychex which I didn’t not authorize. I went to ***** Bank today (02/04/2025) to get a proof of me never having an account with them since Paychexs is saying that I had to have-an account with them, but the account number according to ***** bank is not existing so if the account is not existing, where is the funds being transferred to since I haven’t received them or never had a ***** account nor made this change on my end. Paycheck flex is saying a user made this change, but I am the user and I didn’t make this change. They also won’t tell me who this account and routing number belongs to that they’re sending my money to every pay period.

  

  Business Response

  Date: 02/12/2025

  
  
  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.
  
  I understand that ****** ******* ********* employee stated
  an additional direct deposit was added to their profile. 
  
  Please see the attached.

  We ask that the employee please contact me if they have further
  questions, you can contact me at ******************** or ###-###-####.
  
  Sincerely,
  
  Lisa C*****
  Client Service Manager

  Customer Answer

  Date: 02/18/2025

  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 made several attempts to contact Paychex Inc about this added account that I did not add or notice until I needed to use my check stubs as proof of employment and they wouldn't even speak with me about my account. Paychex's kept telling me to have my employer call them and since having my employer call them about the mysterious account added to my direct deposit Paychex stated to my employer via email that they can confirm at 7:28 am on 8/18/2024 this extra account was added by who ever has access to my account which includes Paychex's and this was all before I even went to the ***** Bank to get a signed letter stating that I have never had a account with ***** Bank. Paychex's stated in their response that they tried to reach out to me but to my knowledge Paychex's has never tried to contact me by phone or via email that's was my whole purpose of contacting the Better Business Bureau because I don't understand what going on with my payroll account with Paychex Inc.
  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/04/2025

  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.

  THIS PAYROLL COMPANY I HIRE TO PROCESS PAYROLL FOR MY EMPLOYESS DIDNT PAY THE IRS AN TOLD THE MONEY OUT MY ACCOUNT EACH WEEK AN ALSO FILES AN ADMENED TAXES WITHOUT MY PERMISSION AN CHARGE ME 15K BILL AFTER I SWITCH PAY ROLL COMPANIES I HAVE CALLED AN ASK TO SPEAK TO SOMEONE THEY WERE NOT TRYING TO ASSISTE ME AT ALL THEY WERE PUTTING ME ON HOLD I NEVER GOT HELP

  

  Business Response

  Date: 02/11/2025

  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 that they received an invoice for amended returns that they should
  not be responsible for paying.As of this date, I have spoken to the client and the details of the resolution are attached.  I believe the matter to be taken care of for the client. If
  you have further questions, you can contact me at ********************, ###-###-####.Sincerely,Misty P*****Client Service Manager- Enterprise Service 

• Initial Complaint

  Date:01/31/2025

  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 have sent many emails to my representative, there manager and spoke to various people. I have gotten the complete run around about everything. I’m paying for a service and yet no one can help me receive my paychecks on time, my tax forms and other complaints..

  

  Business Response

  Date: 03/18/2025

  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 there
  were concerns with service and payroll deliveries.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Jenn L*****Client Service Manager

• Initial Complaint

  Date:01/29/2025

  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 sent various emails about a letter to cancel my insurance benefits. I sent the email with the letter head and the client Id and then the representative emailed me back and said it may take two billing cycles. We are now In January I spoke with ***** directly they ended my medical and paychex representative she was very rude and she said that they never received my email for cancellation when I have the proof and I ask to email it over to her. They have been giving me the run around charging my employees and charging my company over two thousand every month.

  

  Business Response

  Date: 01/31/2025

  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
  that Paychex did not properly cancel their insurance policy with the carrier,
  and they continued to be billed. Th client was able to get resolution with the help of a Paychex Manager. As of this date, the issues were resolved. 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
  ###-###-#### X 5200756.Sincerely,Jedidiah L*********Health and Benefits Operations Manager

• Initial Complaint

  Date:01/28/2025

  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.

  1. Date of Transaction: December 2024 to January 2025
  2. Amount Paid to the Business: $46,534.97 wired to Paychex
  3. What the Business Committed to Provide: Paychex committed to providing payroll processing services, account balance management, and timely resolution of payroll-related issues.
  4. Nature of the Dispute: Since December 2024, my company has faced unresolved payroll and account balance issues. Despite contacting Paychex customer service weekly via phone and online chat, the issues remain unresolved.
  A. Duplicate Payroll Charges: Paychex requested a wire transfer for December payroll, but later revised the payroll date to January 6, 2025. Despite this, my account was debited twice on January 6. I have not received a refund for the duplicate charge.
  B. Negative Account Balance: A system error caused January payroll to process prematurely. Although it was revised, my account still shows a negative balance, preventing accurate payroll processing for January.
  C. Lack of Communication: Customer service redirected me to my account specialist, who has not responded to any of my emails or calls. I do not know if they are still employed at Paychex.
  These unresolved issues have delayed payroll processing and negatively impacted my business and employees.
  5. Efforts by the Business to Resolve the Problem: Paychex has not taken adequate steps to resolve these issues. Customer service was unhelpful, and my account specialist has been completely unresponsive. Escalating the matter to management has also failed to produce results.
  6. Does the Issue Involve Advertising? No, this issue does not involve advertising.
  
  Desired Resolution: I request that Paychex:
  
  1. figure it out the duplicate charges made on Jan 6, 2025.
  2. Resolve the negative account balance and provide an explanation.
  3. Assign a responsive account specialist to ensure proper communication.
  4. Provide a clear timeline to resolve these issues.
  5. Offer an apology for the inconvenience caused.

  

  Business Response

  Date: 02/03/2025

  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 have experienced payroll processing
  errors between December and January payroll. 
  *************** **** ************ ********** *********** feels that
  there are unresolved payroll issues causing the company bank account to remain
  in a negative balance.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at *******************, ###-###-####.Sincerely,Jason K****Client Services Manager 

• Initial Complaint

  Date:01/26/2025

  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.

  We contracted with Paychex in August 2023. From the very beginning, they have been a night ante to deal with. Losing paperwork, neglecting to do things, billing us without explanation, and getting passed around from person to person when you have a question. My business name is ****** ********* *****.
  
  We finally cancelled the contract effective December 31 2024 as our business was acquired. At the time, we asked if there was anything that we need to know or do, and the answer was “no.” Since that time, we continue to get additional charges for accounts that we closed, paperwork is submitted to close other accounts but it doesn’t get processed, and we are getting ongoing charges as a result of their ineptitude and neglect. Plus, my accounts and actuaries are spending extra time to chase Paychex down to try to get these forms accepted and completed.
  
  We are also trying to cancel several insurance policies obtained through Paychex, and they are being uncooperative and not processing the cancellations.
  
  To add insult to injury, we were billed over $5000 for a “termination fee” because we didn’t cancel within 30 days of our annual anniversary which is August 1. That is completely ridiculous and just a transparent way for Paychex to penalize every client that decides to leave.

  

  Business Response

  Date: 02/04/2025

  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 they were charged an Early Termination Fee due to a breach of their
  Client Service Agreement with Paychex.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** , ###-###-####,
  ext. *******Sincerely,Pedro N******HR Services Area Manager  Dear *** ***: Thank you for your inquiry regarding the ****** ********* ***** LLC and the ****** ********* ***** LLC 401(k) Profit Sharing Plan and
  Trust. 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
  their concerns in relation to the profit-sharing contributions that were being
  processed using our payroll system.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ********************. Sincerely,Christine L******, QKA Strategic Accounts Service ManagerPhone: ###-###-####, ext. ******* 

  Customer Answer

  Date: 02/19/2025

  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 contract of adhesion that we signed with Paychex required us to terminate the contract within 30 days of our annual anniversary. By requiring termination to be only during a 30 day period each year, Paychex is in effect charging the $5000 fee if you choose to terminate your contract in any of the other 11 months, which is what we did.We had no choice, but to terminate the contract with Paychex as during our entire tenure with them, they were incompetent and unable to deliver services as promised in the contract, thus they breached their end of the contract and cost us several thousand dollars in accountant, legal and actuarial fees. They are well aware of their many mistakes that cost us to expand additional resources in the form of time of my staff, and also hiring outside professionals to remedy their many mistakes, including not funding our profit-sharing plan for a period of six months, despite monthly emails being sent to them, losing 401(k) termination paperwork, and the list goes on and on. Every time they make one of these mistakes, I need to engage my accountant and my actuary who charge over $300 an hour. We had a profit-sharing plan, 401(k) plan, and a cash balance plan. Paychex was unable to service us in a timely or effective manner, and therefore we did terminate the contract. When terminating the contract, I discussed this with Paychex and nobody informed me of the termination fee being charged if I terminated outside of the very strict 30 day window.Based on the many difficulties we experienced with Paychex over several years, and based on their continued incompetence and the fact that they have cost me thousands of dollars, it would only seem fair and professional for them to wave the unnecessary early termination fee, which is yet another way Paychex is exploiting their customers.In addition, I have filed a complaint with the Department of Insurance, and I will be filing a complaint with the Department of Community Affairs for the state of New Jersey as their conduct is so unethical that they should not be allowed to continue in business harming their clients and their client’s employees the way they do.
  
  Regards,
  
  ***** ****** 

  

  Business Response

  Date: 02/24/2025

  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 that they were charged an Early Termination Fee due to a breach of their
  Client Service Agreement with PaychexI believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** , ***** ********* ext. *******Sincerely,NamePedro
  N******HR
  Services Area Manager

• Initial Complaint

  Date:01/24/2025

  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.

  Whom It May Concern,
  
  I am writing to formally lodge a complaint against Paychex regarding their failure to provide W-2 forms for the year 2021 for two of my companies: A ****** ******** (Client ID: ********) and ****** ******* (Client ID: ********). Despite numerous attempts to resolve this matter, I have encountered significant delays and an unacceptable lack of communication from your team.
  
  Around August, I initially requested the W-2 forms for both companies. I was informed that the process would take no longer than 48 hours. Additionally, the IRS has requested these forms several times, further compounding the urgency and importance of this matter. However, it has now been over five months, and I have yet to receive the requested documents. This prolonged delay has caused considerable frustration and inconvenience.
  
  Throughout this period, I have made multiple follow-up inquiries and have been persistently given the runaround. Despite being cc'd on an email thread involving supervisors, I have not received any substantive response or resolution. The lack of accountability and communication is deeply troubling and reflects poorly on Paychex's commitment to customer service.
  
  The handling of this matter has been extremely disappointing. I trusted Paychex to manage essential payroll services, and this experience has severely undermined my confidence in your company. I would not recommend your services to anyone and strongly advise others to stay away from Paychex based on my experience.
  
  I am seeking immediate action to resolve this issue. Please ensure that the W-2 forms for both A ****** ******** and ****** ******* are delivered without further delay

  

  Business Response

  Date: 01/29/2025

  Thank you for your inquiry regarding ****** * ******** Corp.
  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 ****** * ******** Corp stated they
  had not received the W2s for the 2021 calendar year.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 ****************** and ###-###-#### ext.
  *******.Sincerely,Michelle L****Manager, Client Services

• Initial Complaint

  Date:01/23/2025

  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 was overcharged by $182 for a payroll service, they already collected the monthly fee and charged additional $182.

  

  Business Response

  Date: 01/30/2025

  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 overcharged for payroll services by $182.31 on January 21,
  2025, as they had a previous invoice earlier in the month.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ********************* and ###-###-####.Sincerely,Andrew S*******Client Service ManagerPaychex Inc.

  Customer Answer

  Date: 01/31/2025

  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,
  
  
  
  **** *****