Business Profile

Payroll Services

Paychex Inc

Complaints

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

Customer Complaints Summary

507 total complaints in the last 3 years.
181 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/23/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paychex agent mismanaged our company policy by not lining up the calendar year of the policy with the accumulation period of the policy. Every individual at our company that is an active policy holder will be short changed 7 months in accumulated deductibles and max out of pocket amounts because of Paychex' negligence, and their complete disregard to their fiduciary responsibility. The managers that I tried speaking with are refusing to set up meetings to fix this issue knowing that we have employees that are forced to wait to set up their medical appointments because of this error, and Paychex is knowingly doing nothing about it. If this message ends up unresolved and is posted publicly, I wholeheartedly advise that those considering this company look elsewhere. The constant turnover of agents with lack of knowledge and care for what they do has been consistent for a while now.
Business Response
Date: 01/27/2025
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 unhappy
with their Medical Insurance policy setup in May of 2023 due to it following a
Calendar year benefit. 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 &
Retention
Initial Complaint
Date:01/21/2025
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 am writing to seek assistance in resolving a long-standing dispute with Paychex. My company, ********* Inc., has had a longstanding relationship with Paychex. However, in 2022, our operations were downsized, leaving me as the sole employee of the company.

In 2023, my health insurance through Paychex was canceled and subsequently discontinued. Despite this, Paychex continued to charge us $50 per month. Unbeknownst to us, these charges should have ceased with the termination of the health insurance services.

In July 2024, we formally requested the cancellation of all remaining services. Unfortunately, Paychex continued to charge us $50 monthly and sent billing statements to an outdated address, even though the correct address had been updated in your system. After numerous attempts to contact Paychex and navigate significant delays and runarounds, the service has finally been canceled. However, I was informed that a refund would not be issued for the period during which no services were provided.

Additionally, my requests to speak with a supervisor have been ignored, and I have not received any follow-up from Paychex regarding this matter.

I kindly request your assistance in addressing this issue and ensuring a fair resolution. Specifically, I am requesting a refund for the charges incurred after services were discontinued, as well as a clear explanation for the lack of communication and support during this process.

Thank you for your attention to this matter. I look forward to your prompt response.
Business Response
Date: 01/24/2025
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 on
Monday 1/20/2025 they called into the Section 125 call center to inquire about
a $50 monthly charge they were receiving, though they cancelled all their
Paychex products back in July of 2024. As of this date, I have spoken to the client. We discussed the
interaction that they had with the representative and the steps I had taken they stated they were
satisfied with the resolution.. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************* Sincerely,Karl G********** Client Service Center Manager
Initial Complaint
Date:01/20/2025
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.
Paychex automaticity took money out of my account into a 401k. It was stated that if I withdrew from the 401(k) and sent over a form stating I would like it back, it would be arranged. I’ve now faxed them emailed them and call them over 10 times and have not been resolved. The employees keep saying that it will be fixed next week and as the week comes, it is not fixed.
Business Response
Date: 01/24/2025
Thank you for your inquiry regarding this employee of * ****** ***** * ******* 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 this employee stated they have
had an on-going issue attempting to remove their 401(k) contributions, as they
were automatically enrolled back in October of 2024. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or ###-###-####. Sincerely,Lacey K*****401(K) Client Relations Representative
Initial Complaint
Date:01/16/2025
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.
1-15-2025. I have been trying to SIMPLY log in to my Paychex account since I signed up with Paychex a couple of years ago. My account Rep, Devyn T****, has no interest in problem solving and sends me one liner emails and pdfs that don't work & she knows they don't work) Eventually, she sent me to her supervisor, Jonathan who also sent me pdfs that don't work! He too had no desire to resolve this.. A pdf that doesn't work is a brush off. After months of frustration w these pdf instructions, 1-liner responses- "someone" else who happened to pick up the phone told me that I would have "NEVER" been able to log in to my own account no matter how many times I tried those pdf's because it's a problem internal to Paychex. That means all attempts, emails,calls, attempts at the pdfs, etc , frustrations, were for nothing??? It's now 2025, I still can't get on to my account. Nobody at Paychex cares to solve this. It's now 2025, time to give up trying to get anyone at Paychex to help me log in to my own account. I can't think of anything else I can do or anyone else I can call. Seems a simple request but there is no way to get any help. My only choice is to leave and go to a different company. I am requesting compensation for not giving me the service I have paid for and for weeks, months and years of pain and frustration. If they can't even give me access to my own account , and I have no account rep that cares to help solve a simple problem, and there is no one at corporate supervising the supervisors, then all is lost. This has put me in tears more than once. I am requesting a refund of all fees paid to Paychex since signing up with them plus the frustration of them making me work so hard to get service.
Business Response
Date: 01/17/2025

Thank you for your inquiry regarding ******** ******* LLC.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help resolve any disputes that may occur.
It is my understanding that ******** ******* LLC stated they
have been unable to register to gain access to Flex as well as
non-responsiveness from your support specialists.
The 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 *******************, ###-###-####.

Sincerely,

Jason K****
Client Services Manager
Initial Complaint
Date:01/15/2025
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 has denied my legitimate claim for FSA reimbursement in the amount of $1020 for my 9 y.o. daughter's Day Care expenses in 2024 which was filed in accordance with the IRS rules and regulations. I have used exactly the same method via Paychex phone app I have used many times before and I have submitted exactly the same form of a receipt I did before. Five customer service reps who gave me five different answers.
Business Response
Date: 01/17/2025
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 the participant stated that they
submitted a reimbursable claim for DCA for $1020. This claim was for 2024
daycare expenses and was submitted the exact way they have submitted previous
DCA claims. This claim however was denied. The participant called into the
Paychex participant line and spoke to multiple call reps who provided different
answers each time.

I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************.

Sincerely,

Karl G******
S125 Client Service Center Manager
Initial Complaint
Date:01/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was contracted with Paychex for 8 years with no issue. When my business was having financial issues, there were payments returned. Per their requirements, I paid the a $1000 deposit to continue ACH, which was completely reasonable. At the time of cancel, I told the company to take the deposit and apply it to the balance due and refund the rest. This has not been done and now the amount due has increased to to over $1400. I have called repeatedly and spoken to numerous departments. Each time I am assured that this will be resolved and I should have access to my reports to do end of year taxes for my employees in plenty of time. When calling again today, I spoke to several individuals and there is no progress. They can see the detail in the notes, and need to "reach out to some folks" to help me out but each time I am left with empty promises and additional fees.
Business Response
Date: 01/23/2025
Thank you for your inquiry regarding ******* ************
LLC. Paychex takes complaints from our clients very seriously. We appreciate
the opportunity to help resolve any disputes that may occur. It is my understanding that ******* ************ LLC stated she
had a $1,000.00 deposit with Paychex and wanted Paychex to put the deposit
toward the balance due.The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved. The details of the resolution are attached.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ****************** ###-###-####.Sincerely,Nicole B****Market Service Manager
Initial Complaint
Date:01/12/2025
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 the start of the year 2020 , I reached out to Paychex to provide retirement plan for my company employees in addition to payroll . at ******** ******* care , PA . in Smyrna ******** , we provide primary ******* care services for the community .
We singed an agreement 0n 2/21/2020 with paychex .
To my understanding the agreement was for 401K services , they encouraged me to sign a 25 page document to achieve that ,
It was only last month when I discovered that Paychex were charging my account HUGE fees for what is called HR services , that I never asked for , and never used . it is difficult to calculate the exact amount they charged me over the last 5 years differ from time to time but it is close to 150 thousand Dollars .
It appears to me that they deceptively Hidden/ added this service in the payroll/ 401K agreement , and they continued to deceptively withdraw the fees Hidden in the biweekly bank withdrawal of the payroll/taxes / 401K charges .
During the last 5 years there was not a single contact between my company and Paychex in regard to HR services , we did not even know we had it , there was no single service provided to us by paychex HR , as their website suggests they were supposed to provide " work force management " : consulting , recruiting , onboarding , background screening and employee hand book ... Etc. , Over 5 years they provided NONE of these services and they never reached out to acknowledge or offer anything , except charging exuberant Fees on biweekly basis ,which I might add were above market norms .
Here I believe Paychex acted illegally and committed fraud and did not live up to the Fiduciary responsibility toward their clients that they are legally bound by as a brokerage company , for that reason I wish that their deceptive practices be thoroughly investigated and brought conclusion .
Business Response
Date: 01/17/2025
Dear *** ***:
Thank you for your inquiry regarding ******** ******* Care
PA. 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 ******** ******* Care PA stated
that they have paid more than the amount that they intended from the start of
their service in 2020.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************** or via
phone at ###-###-####, x********

Sincerely,

Christine P********
HR Area Manger
Initial Complaint
Date:01/11/2025
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.
My small business is a Paychex client. Paychex withholds and pays Unemployment Taxes from our payroll and provides quarterly IRS 941 reports as part of our service offering.

Paychex has not completed these services over several quarters without warning or my knowledge. I discovered this when I received overdue notices from the Texas Workforce Commission and the IRS. After multiple attempts to communicate via my PayChex representative, I still have not gotten any timeline for when these government payments and forms will be "caught up." This is putting my business and its reputation at risk
Business Response
Date: 01/22/2025
Thank you for your inquiry regarding ***** *** ****** ********.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur. It is my understanding that ***** *** ****** ******** stated
that Paychex had not filed or made payments to the IRS or Texas on your behalf
for quarters 1 & 2 of 2023.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 Manager
Customer Answer
Date: 02/14/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The Texas Workforce Commission communicated that our 4Q24 report was submitted incorrectly (please see attachment). I shared this with Lisa C*****, Paychex representative. She replied on 11 Feb 2025"We have asked our Agency team to reach out, we file electronically as a bulk filer so it may be they have not downloaded our file yet. I will keep you posted."

Regards,

***** ****
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 settle any disputes that may occur. 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 Manager
Initial Complaint
Date:01/10/2025
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.
Improper handling of tax deductions per tax deduction requested
Business Response
Date: 01/31/2025
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 improper handling of tax deductions per tax deduction requested.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,Jennifer G****Client Service ManagerPaychex Inc
Initial Complaint
Date:01/10/2025
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’m contributing to my 401k. In June of 2024 they stopped recording my contributions but continued to deduct them from my pay. 6 months of contributions with zero record. I’ve been waiting 2 months for this to resolve. They are basically stealing from me
Business Response
Date: 01/21/2025
Thank you for your inquiry regarding The ****** ***** 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 The ****** ***** stated they
needed assistance in transferring a Plan Participant and the Plan Participants
account balance/eligibility between company’s.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* *** ****** ###-###-####.Sincerely,Patrick J***s,Patrick J***s QKA
Customer Answer
Date: 01/21/2025
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,

****** ********

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