Complaints

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

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Paycom Payroll, LLC has 23 locations, listed below.

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  Paycom Payroll, LLC

  7501 W Memorial Rd Oklahoma City, OK 73142-1404

  
• 

  Paycom

  5100 E Skelly Dr Tulsa, OK 74135-6565

• 

  Paycom

  3560 Lenox Road Suite 1250 Atlanta, GA 30326

• 

  Paycom Payroll LLC

  8200 I-10 W Suite 601 San Antonio, TX 78230

• 

  Paycom Payroll LLC

  2010 Main Street Irvine, CA 92614

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:01/03/2023

  Type:Sales and Advertising 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 decided to terminate our services with Paycom on 12/22/22 and receive our term letter on 12/27/22. On 12/28/22, we received a notice about a blank payroll was processed and we inquired the matter immediately. We lost our access to Paycom on 1/2/23 and then we were told that we had 10 days from our last check date with them which was 11/11/22 to retrieve any information we may need since after that they charge the ex client for information. This information was not mentioned during the termination process from 12/22-12/28/22, Paycom wants to charge $3,791.90 for 90-day access, but the last payroll Paycom ran was 12/28/22. Our specialist and team lead claimed everything was out of their hands, there was nothing can be done unless we pay. We stated that we don't want Paycom file any Q4/22 tax for us, yet they filed FUTA tax on 12/28/2022. We don't know how many more taxes Paycom is going to file for us since we don't have access to their system. Paycom have been messing up our tax since 09/2021. In last 2 years, we had 4 -5 specialist changes. It took Paycom tax team from 3-5 months to resolve our tax issues, we get penalties letter from states every month, they have no sense in urgency. One of our specialists claimed they did something but he never did, lied to us. We were with Paycom since January, 2018, however trust is destroying overtime with incompetent specialists and team leads. Upon parting with Paycom, they still try to make the last cent out of ex client and f*** us over with tax issues they create. We are sure that Paycom will not handle any tax issues they mess up and make us pay during the term of service.

  

  Business Response

  Date: 01/06/2023

  Hi, Zhesi.

   

  Providing quality customer service with clear communication to our clients is a priority for Paycom. If you wouldnt mind,please reach out to us at ***************************************** so we can discuss your experience further.

• Initial Complaint

  Date:12/22/2022

  Type:Order 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 company states I have payroll to complete for a period of time I did not work. Infact, I have never been associated with paycom online.It looks like scam even though this company appears to be legit Im not really sure what to do.This is the email.From: ********************************************** Sent Dec 22, 2022 **** am You have items on your timecard that need your attention. Please log in to Paycom ********************* and go to ***************** to address these items.Thank You Pay Period: 12/11/2022 - 12/24/2022

  

  Business Response

  Date: 12/26/2022

  Hi, *******.

   

  The email you received appears to be legitimate. We'll need some more information from you to help resolve this issue. Please reach out to us at *****************************************,and a member of our team will be in touch. Thank you!

• Initial Complaint

  Date:09/29/2022

  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.

  In February we asked Paycom to register for payroll tax ID's in the *********************** for ** for a fee of $150. They agreed and charged us for this in March. They also set up the framework for filing payroll taxes for us in our account for that state. In late June we were charged $200 in fees by Paycom for missing tax ID's in their system for the ***********************. When we asked for an explanation, it took several inquiries and approximately two weeks later we discovered they did not actually complete the registration process we paid for. We requested a refund of the original fee and the "penalty" fees that resulted from their error. They agreed to the refund and told us it "should get pushed through quickly". It has been twelve weeks since we were told this and the money we were charged has not been returned. That is not our definition of "quickly".

  

  Business Response

  Date: 10/07/2022

  The dedicated service team assisting your organization is working to resolve your concerns. We encourage you to continue working with them to reach a resolution. Feel free to email our team at ***************************************** if we can be of additional assistance.

  Customer Answer

  Date: 10/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:  This is the same vague language they currently use to put us off.  They keep telling us they are working "quickly" on this but it has now been more than 12 weeks and they have not refunded the money they charged us in error.  A simple statement saying they are continuing to work on it is not a satisfactory answer to us at this point.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/11/2022

  We are disappointed to hear about your experience, and we hope you recognize our urgency in resolving this concern for you. We have worked closely with your team to ensure your expectations are met and understand they have been in contact with you. If you have more concerns, don't hesitate to reach back out to us at ******************************************

  Customer Answer

  Date: 10/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  In response to our BBB complaint, we finally received the refund we were promised more than twelve weeks ago.  Thank you, BBB!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/29/2022

  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.

  We decided to terminate our services with Paycom on 08/15/22. Paycom replied on 08/16/22 and wrote us stating that we had 10 days from our last check date with them which was 06/24/22 to retrieve any information we may need since after that they charge the ex client for information. That was the last check date we ran through them because it was the second time we did not receive our checks on time and had cut all manual checks. So we should have gotten 10 days from the date of notice however, we got about 48 hours and then was locked out. We were with Paycom since February 2018 so it is impossible to download everything in less than 48 hours. Also employees are stating they can no longer log into the system to retrieve past check stubs or view their personal information and documents they had with them. There was no notice that went out to the employees to download their information since it was going to be locked out. They had no chance to do anything.
  

  

  Business Response

  Date: 09/06/2022

  Hi, Crystal We strive to deliver quality customer service to our clients regardless if they are terminating or maintaining services with Paycom. It is our understanding your organizations dedicated services specialist proactively communicated with you about our termination policies after your last check date. If you have further questions, please reach out to our team at *****************************************. 

• Initial Complaint

  Date:08/25/2022

  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.

  The "tax team" at Paycom has been extremely slow in responding to our inquiries since we switched to them for our HR & payroll needs last July. When we have complained to our representative (we've had three different ones assigned to us in the past 12 months), it hasn't done any good. Also, despite asking repeatedly, no one seems to be able to provide us with a contact person for the "tax team" with whom we can correspond directly. We have had three issues now, all which required assistance from the "tax team", and so far they have little to no assistance at all. In the first two instances, we had to remedy the issues ourselves directly with the agency involved (one Federal and one State). In the latest instance, we are simply asking for a copy of a state filing for which Paycom is responsible. It has been three days now with no response. If the Paycom product wasn't working so well for us, we'd probably reconsider staying with them for our HR & payroll needs. Their customer service, particularly with respect to anything tax related, is dismal and definitely substandard.
  

  

  Business Response

  Date: 08/29/2022

  Hi, ***! We understand the dedicated service team serving your organization is working to resolve your outstanding concerns and tax-related items. We encourage you to continue working with them to reach a resolution. We appreciate your partnership and thank you for choosing Paycom.

  Customer Answer

  Date: 08/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am confirming that the business is continuing to work on a resolution of our ongoing concerns.  It remains to be seen whether the resolution is satisfactory.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/11/2022

  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.

  I am the *** for Shamrock COunseling Services, LLP. We hired Paycom to handle our payroll needs after experiencing issues with our previous provider. At the time we signed up, the Paycom representative told us that our payroll would be handled the same as with other person using ACH and direct deposits, that they would transfer all of our data from previous provider to set up account, and that they would do a tax audit for the previous year because of concerns that they had mishandled tax money. Paycom ended up having us set up all the data form the previous provider and then the day of our first payroll, at 11:30am, they sent us an email with instructions on wiring the payroll tot hem and requested it be done by noon. We expressed complaint and concerns about using wire transfer and they said ti was just for our first payroll to establish our account. The next week they sent wire instructions again, and again told us we would be using ACH going forward. The next week, wire transfer. At this point we told them we did not want to use wire transfers and started refusing to use phone to communicate as they had lied to us every time we spoke to them; I requested all discussions be done via written emails. I explained to them that it was costing our company money for sending the wires, which made the expenses higher than anticipated, and that it was coming me personally $175 a week to take the time off to go to the bank and handle the wires. They continued to lie to us and drag out time and did not respond to emails. They told us we had to wait 5 more payrolls and then apply to be moved to ACH. I explained to them that we did not want to use their services if we could not be assured that our account would be using ACH. When I asked for termination, they just started more lies trying to get me to change my mind and refused to accept responsibility or do anything to resolve. Then we discovered they had not paid our taxes even after repeatedly telling me it had been done.

  

  Business Response

  Date: 08/15/2022

  What youre describing does not match the Paycom standard.Your concerns have been shared with the appropriate parties. 

  Customer Answer

  Date: 08/16/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  We are not at all satisfied with the very unthoughtful response from Paycom, however, it seems to be their typical response to anything We heard it all, We will send it up the chain, We will forward to the appropriate party, We will notify our ____ Department, and never did we get a resolution or response from said party. We even, at one point got, this was our mistake and we are implementing changes to avoid this in the future (that one is paraphrased). However, while reading all the other complaints against Paycom on the BBB site, it appears this IS the Paycom standard. Almost every other complaint is similar in nature; it seems to me that it is time Paycom upgrades their standard and starts putting their consumers' needs ahead of their own. At this point, myself, and our company is out $2,534.57 because of Paycoms horrific business practices, lies, and deceit. I am unwilling to accept anything less than them making at least part of that right. This includes the $334.57 setup fee that they refuse to refund, the $275 in wire transfer fees that we should not have had if they had set up our account the way we were promised, and $1,925 of income that I lost personally from having to cancel appointments every time I had to do something to fix these problems. At one point, they told us they would send us gift cards to make up for the wire fees but they never did. I could really factor in other punitive damages that I incurred, such as clients firing me, as a result of having to cancel appointments last minute. When will Paycom be responsible for all the damage they do to their consumers?
  

  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/19/2022

  Hi, Cody. Upon review of this file, the agreed upon services were performed. We understand you are dissatisfied, but the implementation fees are non-refundable. Your concerns have been shared with the appropriate parties. 
  

  Customer Answer

  Date: 08/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Services were not performed, or at least not performed in the agreed upon manner or in appropriate timeframe. All we got from Paycom was lies and dragging along, with your own "concerns sent to appropriate parties," but what does that do? How does that make up for all the financial harm and inconveniences to us by your company? Also, MOST OF THE SERVICES WERE PERFORMED BY US, not my Paycom... we had to do all the legwork and setup and the part that Paycom did was ALL WRONG. So once again I ask, when is Paycom going to take responsibility for their horrible business practices and make up for the mistakes they made? You can not even admit you were at fault even though I have plenty of emails that show otherwise....

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/06/2022

  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 were a Paycom customer for over 3 years, incurring fees of several hundred thousand dollars per year. During our time as a customer, we experienced several setbacks, including but not limited to (i) a $300K tax liability caused by Paycom (not client directed as they will try to use as an excuse), (ii) on going state tax issues, (iii) contribution and withholding feed setups delayed every year, (iv) constant turnover in payroll specialists, (v) additional fees tacked on to our account without notice. It felt like we were in R&D phase with Paycom for 3 years.The past 3 years has been bad, but this complaint is regarding Paycoms offboarding process. When we notice our Client Relations Rep of the transition away from Paycom, we were told to send a formal notice to our account rep and they would handle the offboarding process. Immediately upon formally notifying Paycom of our transition, they removed our access from the system and is now requesting ~$30K to gain access for 90 days. I was taken back by the fees and asked where this came from. I received several different answers which makes me think it is some made up fee to get additional money out of their former customers. I was told the fee was (i) 10% of our prior year fees, (ii) based on our employee count, and (iii) based on the number of modules being used When I asked someone to show me the contract language around the fees, I got several additional answers here as well, including (i) we dont lock clients into contracts, (ii) I just spoke to someone that has 10 plus years with the Company and you cant get out of this fee, and then (iii) I finally received a General Terms and Conditions document with a release date of 1/2/20 (we started with Paycom in 2019), that states Regardless of the effective date of termination, if any website account access is granted after ten days from Clients last check date, Client shall incur an additional fee. Im ok paying some sort of fee, but will not pay $30K

  

  Business Response

  Date: 07/11/2022

  Hi, ****. We strive to make every clients time with Paycom pleasant from start to finish and are disappointed to read that this wasnt your experience. Weve been able to connect with the team that served your organization and encourage you to continue conversations with them for access-related concerns. Additionally, please feel free to reach out to our team at ***************************************** if you are in need of additional assistance. We look forward to partnering with you on a resolution.