ComplaintsforPaychex Inc

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I try to cancel this subscription related to ***** ********** *********** LLC, since last year, and never receive a reply to this matter, they keep charging me for services not provided the minimum amount due per month that was around 60usd, but they didnt provide any services since i wasn't doing any payrolls starting 2023, but i keep paying for some months to keep my records, i keep trying to contact the people from paychex but never in 4 months reply to my inquiry about cancelling. i had to cancel my checking account so they stopped charging me. Now i dont have my information for 2023 and cant access the account for any matter or documentation. It seems like either i pay 60 usd or they dont give me my information.But nobody answers

  

  Business response

  04/16/2024

  Thank you for your inquiry regarding ***** ********** *********** LLC 70-********. 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 70-******** stated they were unable to speak with their service specialist timely to close their account and to obtain their 2023-year end returns. They were also billed for services after requesting cancellation.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ###-###-#### or *******************.Sincerely,Ashley R*****Client Service Manager 

  Customer response

  04/16/2024

  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. they contacted me directly and offer to do appropriate closing account procedures and cancelled any other payment, and provided with paperwork already paid for.  Regards, **** * ******

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have submitted multiple payrolls to be processed. They = Paychex. They ran double payroll erreneously and fails to recoup from their mistake but charges me for their mistake. That was issue #1. Here is issue #2 from subsequent payroll: They ran a payroll that never existed nor requested. They admit fault so they reverse the payroll paid but minus the taxes I paid. They say I am responsible for the taxes owed on the payroll they made up. They also billed for the payroll they erreneously processed. No explanation was provided about this payroll processing fee. 3 things need to be resolved: 1. Correct their payroll mistakes as whole rather than store credit. 2. Tax liability needs to be clarified and rectified with tax amounts refunded from non-existing payroll they created and processed. 3. Improper billing needs to be refunded. The reason I am reporting these issues here is because I feel that I have been trying to resolve issues with them for past 7 weeks but each time they manage to mess up with each payroll cycle, creating more monetary damages to me, client. This is not an emotional complaints. There are erreneous processings on Paychex. They have created charges and clearly quantifiable monetary damages. The amount involved is over a thousand dollars.

  

  Business response

  04/04/2024

  Thank you for your inquiry regarding ******* **** DMD MMSC 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 ******* **** DMD MMSC PLLC stated errors on the past couple of payrolls have caused confusion for balancing accounts and the company needed clarification for over collected liabilities being returned to their bank account.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####Sincerely,Nicole B****Market Service Manager

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Information provided by Sure Payroll was incorrect. I was told on at least 3 occasions that my W-2/W-3 was filed for 2022 and it was not! Sure Payroll representatives have provided incorrect information. This company needs to be shut down. They are giving people incorrect information about tax consequences. Refund me all money spent, including time and labor spent correcting their mistakes. SHUT THIS COMPANY DOWN.

  

  Business response

  04/02/2024

  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 she was provided incorrect information regarding SurePayroll filing her 2023 W2/W3. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ************************** Sincerely, Ben J**** Senior Manager, Customer Care

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I was a customer of paychex. However, after I lost my employee, I ended up closing the account. Paychex didn't prepare my employee's W2 while my account was closed and didn't tell you that at all. As a result, I called them to request a W2 to be sent to my employee. They charged me an insane amount of money $400+ on March 13 for getting the W2 to my employee. I could have stayed as an active customer of theirs and gotten the W2 with less amount of money. However, the W2 was not sent to either me or my employee as of today March 27, while the tax deadline is approaching. In addition, I spent countless time on the phone to the customer representatives. Not only the wait long, but also they cut me off and dropped me off during my wait. Please help me resolve this issue. I don't know what I can do to get this issue resolved: they didn't get me W2 in the first place; they charged me an insane amount of money for doing it for me; and they didn't. And they cut me off while I tried to talk to them. I have a busy schedule and can't afford calling them and waiting in line hours per day.

  

  Business response

  03/29/2024

  
  
  Thank you for your inquiry regarding ******* ****. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ******* **** stated they were charged a fee to prepare their Year End Package and did not receive the documents.
  
  The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. 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,
  
  
  Michelle L****
  24/7 Enterprise Manager, Client Services

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As our PEO at the time, Paychex filed for our ERTC claim with the IRS in March of 2022 for quarters Q1, Q2, and Q3 of 2021. 2 years later, they received the credits from the IRS. However they are holding on to the money. Paychex will not communicate with us over our credits. After researching and speaking to various legal experts, it is apparent that Paychex, among other PEOs in the nation, are holding on to the small businesses’ money, negating the very intention of the program. We are a service disabled small business. And we have suffered financial hardship for over 3 years from the pandemic. After facing the issue with the pandemic, the short-staffed IRS, we now have to face the PEOs holding on to the money.

  

  Business response

  03/29/2024

  
  
  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 have not yet received a response to their inquiries regarding the Employee Retention Tax Credit (ERTC) and information regarding the funds distributed by Paychex from the IRS.
  
  I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** and ###-###-#### ********.
  
  Sincerely,
  Laurie B****
  PEO Centralized Services, ERTC
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired this company to file my payroll for the first time. Money withdrawn by the end of December '23 ( $ 1,240 plus charges up to today )and filing was rejected at the end of January'24. Called 6 times to find the solution since the EDD said it needs to be fixed. No answer and they keep charging me more services and my money is nowhere. My attorney contacted them but no answer after 10 days

  

  Business response

  04/03/2024

  Thank you for your inquiry regarding ********* ******** Inc. 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 ********* ******** Inc stated Paychex did not file the Q4 returns for 2023The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. 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 ***************** and ###-###-#### Ex ****************,Michael P***Client Services Manager

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020, our church used Paychex to handle our payroll and state tax filings. Although taxes were deducted, they were never paid to the state. Several months ago, our pastor received a notice of tax lien from the state of California. Paychex has been unresponsive to her and has yet to return our money. We are now obligated to more than $1,300 on a payment that should have been under $150. We are frustrated that the taxes were withheld but the payments were left unmade. We are a small church and this affects us seriously. We just want Paychex to handle their end of the deal and resolve this or give us our money back.

  Customer response

  03/26/2024

   Paychex complaints are handled by the company headquarters and deals with the plan administrator.   Please provide the name and address of the church.  Were you the administrator of this account?The name of the Church is ************* ********** *** ****** ****** ******. We are currently located at **** ******** ***** ********** ** ***** inside of *********** ****** ******. At the time that the events in the complaint occurred, we were located at *** ***** **., inside of ***** ******** ******. I was not the administrator of the account, but as an officer of the Board of Directors, I have been empowered to seek remedy for this issue from our pastor and Board President, Rev. ****** *****, and the account is not my responsibility.

  

  Business response

  03/26/2024

  
  
  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 collected taxes but did not remit them to the state.  Due to this issue the pastor received a notice of tax lien from the state and Paychex has been unresponsive to the pastor.  Also, no funds have been returned to them either. 
  
  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 *******************, ###-###-####.
  
  Sincerely,
  
  
  Jason K****
  Client Service Manager

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paychex has given us the run around about our corrected w2. No one is avaliable when our company reaches out we are told to email, we email and get no responses. This is becoming a federal offense as they have all of the documents needed but have yet to produce a corrected W2. The IRS will be the next people I reach out to.

  Customer response

  03/20/2024

  I am not the admin but the admin has reached out with no response. So if the employer can not get it resolved who do we contact Response taken by phone:  Please contact the admin of the account to resolve.******* ******************* ********* *********** ************ *****

  

  Business response

  03/27/2024

  Dear Lou Ann: 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 they have received the runaround regarding their corrected W2s.  The complaint is from an employee of the company, not a contact on the account. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ###-###-####.Sincerely,Laurie R****Laurie R****Client Service Manager

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a retirement account set up with them and I just want to retrieve my funds. I have stopped doing business with Paychex because they keep attaching fees that do not belong and withdrawing funds from my account without authorization. They are holding my funds unless I pay a fee that I was never advised of in the initial set up process.

  

  Business response

  03/22/2024

  
  Thank you for your inquiry regarding ******* ******* Inc. 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 ******* ******* Inc stated they were unable to retrieve their funds.
  

  The client was able to get assistance with the help of a 401k Client Relations Team member. As of this date the issues were resolved per the client's update. 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,
  Sherry T*****
  401k Client Relation Service Partner

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a business and I use Paychex for payroll. I had a partner who handled payroll until recently. because he left the company. Paychex has refused to grant me access to my own information or provide me with a way to correct the issue so that I can continue to run my business

  

  Business response

  03/20/2024

  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 unable to obtain payroll access through the Paychex Flex Application as he was not listed as a primary contact.As of this date, resolution has been provided with the assistance of a Paychex Manager. The details of the resolution are attached. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* or ###-###-#### Ext *******.Sincerely,Heather R*****Client Service Manager

  Customer response

  03/23/2024

  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,
  *********** *******
  
  
  
  
  

*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. ↩