Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 521 total complaints in the last 3 years.
- 186 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/16/2025
Type: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.
We set up a plan with Paychex effective in July, prior to the kick off of the plan and after it the first check, we have made several attempts to fix the huge error in matching that is costing us 1000's of dollars every pay period. We were described a match of 6 cents on every dollar, and the document they designed, and didn't walk us through is 100% on the dollar. We have a limited budget, and already stretched it based on their promises to upgrade out HR through trainings and handbooks (Also not going very well) at $1000 a pay run. We work HVAC experts, we as a small business are just looking for expertise, willing to pay a fair price, but a mistake was made, and even after multiple attempts to resolve, they take no ownership and offer no assistance.
The employees have been communicated the proper match, our advisors, and both myself and my partners have spent hours trying to fix this issue. At this point my preferred resolution would be to reverse this, the plan is nothing like I was described, my accountants even questioning if I get a credit through Secure Act 2.0 for a bundled product with no direct bill. I was also told this was NEST, this is the worst thing I have ever set up. I want to start from scratch, I think after looking at NEST it is actually a pretty suitable option for what we need. A great step one would be just a bit of respect and understanding, we are paying them a lot of money and they keep trying to say it is our fault. I was given less than an hour to read over 50 pages of materials that may have been in a foreign language and required one signature, so there was no way to easily view key points or elections We have overfunded the match per our request and agreed upon amount by $1000, we would like that reversed and proper match in place, or the entire plan backed out. .
Paychex ***** **** * ********. Paychex should have supporting emails, and notes, although often times I feel like they refused to answer in writing and called.
Business Response
Date: 09/23/2025
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 Air Supply Inc stated their plan
was established with an incorrect matching contribution.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** ** ****** ************ * ********
Sincerely,
Patrick *****
401(k) /S125 Team LeadCustomer Answer
Date: 09/24/2025
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:09/08/2025
Type: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.
We have been having issues with our dedicated Paychex rep (Valerie) not calling to collect our payroll data each week as they are required to do per our contract. This made it necessary to speak with a customer service rep that wasn't familiar with our account in order to report our payroll on September 3rd. The rep I spoke with made several errors, first by reporting the wrong amount for one employee, which then led to a major error, as the rep then attempted to void/cancel the transaction while the payroll was being processed. This caused Paychex to charge our bank account twice for the same payroll - both the incorrect payroll and the supposedly corrected payroll numbers. This was a huge procedural error according to Austin, a Paychex Specialist I later spoke with in attempt to correct the issue.
I was thankfully able to get our bank manager to catch the incorrect payroll being charged to us, and not allow it to be posted to our account.
I attempted to reach out to our rep's supervisor, Tanesha Evans, to correct the payroll issues as the payroll was still incorrectly reported by the rep we reported our payroll to. However, Tanesha failed to return our messages, both email and voicemail. We were refunded $182.99 so far, however, we were also overcharged for the taxes based on that amount, so the taxes on that overpayment should also be refunded to us as well.
I have spent an outrageous amount of time on the phone with customer service reps trying to fix this issue. On Thursday, I spoke with Austin and he promised to refund the payroll service fees for the week, which was not done. Instead, we were charged for two separate payrolls when we shouldn't have been charged for one, as this was Paychex's fault to begin with. When I reached out to Paychex again this morning, none of the promises made by Austin were noted. He told us that we would not get charged for payroll fees for this incorrect payroll, and he also promised us 4 free weeks. Nothing was noted.Business Response
Date: 09/09/2025
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 having
service concerns with connecting with their representative and leadership which
has caused compounding bigger issues with their September Payroll.I believe the matter to be addressed for the client and an escalation
pathway has been provided should future concerns arise, If you have further
questions, you can contact me at *********************** or ###-###-####.Sincerely,Liliana M F******** Manger, Client ServicesCustomer Answer
Date: 09/09/2025
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:09/05/2025
Type: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.
PAYROLLS BY PAYCHEX
For employee *****0
CHECK# ***** *************** ($****** issued ********)
Check #***** ************** ($***** issued ********)
**** *********** *** ***** ********* * ****** * ******* - To Whom It May Concern,
I am writing to you to let you know the steps I have taken to resolve an issue concerning my direct deposit account related to recent payroll deposits from ******** ********** of Arizona LLC.
Upon investigation, it was discovered that there was a mistake in the account numbers provided for direct deposit, which resulted in my payroll not being posted to my ***** account as intended. As soon as this discrepancy was identified, I took immediate steps to "switch back" and correct the numbers to ensure future deposits would post correctly while actively working to recover the previously issued funds.
Outlined below are the detailed steps taken: (upon request if needed)Business Response
Date: 09/09/2025
Dear *** ***:
Thank you for your inquiry regarding **** ********** of
Arizona 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 **** ********** of Arizona LLC, stated
they have been working with the employee to answer questions and concerns
around her direct deposit account.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at [email protected] or at
************** **** ********
Sincerely,
***** *********
Manager, Paychex Customer ServiceCustomer Answer
Date: 09/10/2025
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 come to believe that this whole situation is behind a simple misplaced number in my account that has since been modified.
Regards,
******* ****Initial Complaint
Date:09/04/2025
Type: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 a Paychex customer from 2022 after Covid. I’ve spoken to the following persons trying to get info on my 941 filing for my business.
1. Jeff C****
2.Calvin F***
3. Jill G******
4 Carmela R*** Out of all these people my tax issues of my 941 has not been resolved, they charged me for filing but have not given me or the IRS this information. I have quarters to file. I went to *** and apparently Paychex never transferred my file to ***, so each company is saying it’s the other business responsibility, so I’m just trying to get this information for the IRS. If Paychex was filing they should have all the records it’s been 2 years and still not resolved. Each time I call Jill G****** who was doing my account refuses to take my calls
****** ******Business Response
Date: 09/10/2025
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 2nd quarter of 2022 was not provided to her in her quarter end documents. 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 ManagerInitial Complaint
Date:08/25/2025
Type: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 started requesting my retirement distribution on August 13th. HR filed with them a separation of employment and it was verified. Someone changed it in their system. On August 19th once again, she contacted them to update info and I also verified it to be correct. Still have no information action of anticipated date of disbursement and no supervisors are ever available. Requested expedited monies to me.
***** *****
***** * ** ***
******* ** *****Business Response
Date: 09/08/2025
Thank you for your inquiry regarding ***** ***** ******** LP.
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 they have
had trouble accessing their 401(k) assets after leaving their previous
employment with ***** ***** ******** LP.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-#### option #3, or
*******************Sincerely,Chase M*****401(k) Client Relations Service PartnerCustomer Answer
Date: 09/09/2025
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. Chase W*****, and his boss Eric went above and beyond once contacted, to assure that I was kept in the loop personally by them until the matter was rectified. I am happy the whole process was handled and a resolution was met. Thanks for all help involved in this matter.
Regards,
****** *****Initial Complaint
Date:08/21/2025
Type: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.
Our veterinary clinic used Paychex until Jan. of 2025. We canceled ALL of the services and our account was closed with no invoices submitted to us after January. In June, out of the blue, an ACH was deducted from our account for Time and Attendance purposes. Again, we had cancelled ALL services in January. We immediately disputed the ACH and emails/calls were made to Paychex. I was notified on 8/13/25 that our account was actually closed this time (not sure what happened last time I submitted ALL of the paperwork) and we would be receiving a refund for the June ACH. Keep in mind, we DID NOT authorize any ACH transactions from our account. To our knowledge, our account was CLOSED in January. On August 20, our account was AGAIN debited with an ACH for Time and Attendance services that I was told were CANCELLED EFFECTIVELY on August 13. After a call to Paychex and being on hold on and off for 20 minutes, the person put me on hold for the fourth or fifth time and then HUNG UP ON ME. I then had to email, wasting over an hour of my time. This is unacceptable. I cannot fathom how this company can receive an A+ rating from the BBB. They are not worthy of anything except an "F" in my opinion.Business Response
Date: 09/03/2025
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 that
although they had canceled service, they were invoiced on their account.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ***************** or ###-###-####.Sincerely,Katie W***Client Service ManagerPaychexInitial Complaint
Date:08/20/2025
Type: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 trying to rollover my remaining 401k balance that is located in my Paychex Flex 401k account. My previous employer transferred assets from Paychex to Empower plan sponsor and I have been trying to rollover the remaining balance in my Paychex Flex 401k balance to my personal IRA rollover. I have completed the rollover forms and was told that the check would be mailed by 8/18/25. I am now being told that the request was voided and they cannot tell me where the balance went. They advised me the account has been closed and the balance in $0.Business Response
Date: 08/29/2025
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
they needed their additional retirement assets sent to their new Record Keeper.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or phone,
###-###-####. Sincerely,Patrick J**** QKA401(k) /S125 Team LeadInitial Complaint
Date:08/19/2025
Type: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 company has been processing payroll thru Paychex Inc. I am a sole proprietor and feel that Paychex has used deceptive business practices, price gouging, very poor service and communications with me. These are the reasons I have canceled my service. Paychex will not be providing any services to me in August 2025 yet I was invoiced for the full monthly service. I gave them an opportunity to correct their error but I was shutdown, so now I am filing a formal complaint.Business Response
Date: 08/20/2025
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. It is my understanding that ***** *** stated he is disputing
the last payroll invoice.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer K****Client Service ManagerInitial Complaint
Date:08/19/2025
Type: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.
Dear *** ****** ****** CEO
I requested my 401K roller (2) checks to be sent to my home address since July 28,2025
******** *** *** * ***** ***** ** **** ***** *** ***** ** *****
My company ID 76006828
Company Name: ********** **** ************ Inc
Since July 28, 2025 and today (August 19) (22 days later) and I did not receive any of my 401K roll over checks from your company. what kind of business are you conducting here?? unreliable!!
I called the number ###-###-#### many times and was told it’s in transit even after 22 days?? I also emailed your employee **** ********* phone ###-###-#### Ext ******* asking to help escalate this issue and was told by Mark to call the help line.
I need your help to escalate this issue. I need Paychex to reissue my 401 K rollover over checks and send via express/overnight mail.
Best,
******** **** ** ###-###-####Business Response
Date: 08/25/2025
Thank you for your inquiry regarding ********** **** *********** Inc. Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help settle any disputes that may occur. It is my understanding that the participant stated that they
were unable to receive their requested 401(k) distribution check. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-#### ext. ******* or *******************. Sincerely,Chase M***** 401(k) Client Relations Service PartnerInitial Complaint
Date:08/19/2025
Type: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 requested a 401k withdraw so i can transfer it into another company for a personal 401k account. Before requesting this i confirmed my last name was corrected to my married name "schooler" from my maiden "plummer". Being that was corrected or so i was told i requested the withdraw aka the 60-day clock June 26, 2025. The company supposedly sent me my checks 1 traditional and 1 roth however i never received them. I called about a week and a half later after not receiving them i discovered they had my name wrong. I was told by a guy named Jovenict F******* (******************) to email him 2 forms of identification showing the correct name. I did while on the phone to confirm he received them. which he told me did and that i would receive a call back within 24/48 hrs (July 21, 2025). 3 days later i emailed him saying i didn't receive a call and wanted to check in on this. no response, i then sent another email 7 days later asking for a call because i had not heard back. I received no email or call. I called again (July 30th) in which i finally was transferred to a supervisor named Edgar T******* who told me Jovenict told me the wrong information and i needed to submit the documentation to another department that my last request was never received being he did it wrong. although frustrated i did it knowing things happen. i submitted that documentation again that same day. i was told id get a call 24/48 hours. Never did. I then sent follow up emails to Edgar August 6th, 8th, and 18th and received nothing. i called AGAIN the 19th finally got to Edgar to realize this had not been worked and somehow even though i submitted documentation twice this was not completed or corrected STILL. Then Edgar was dismissive and rude and told me to not get an attituded with him he was trying to help me. I am EXTREMLY displeased and upset with the way this went and i want a formal apology and if there are any tax implications I want them to cover it. this is still not resolved.
Formerly employed by ***** **** ******
Business Response
Date: 09/03/2025
Thank you for your inquiry regarding the 401(k) participant.
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 their
name was incorrect on the 401(k) distribution that was requested. They did not
have a good experience in attempting to have the name corrected with Paychex
due to multiple failed communications and lack of resolution.I believe the matter to be addressed for the participant. If
you have further questions, you can contact me at ******************** or ###-###-####. Sincerely,Lacey K*****401(K) Client Relations Representative
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