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

522 total complaints in the last 3 years.
185 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:08/15/2024
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.
I used Paychex to provide payroll services for my business. After an employee left, I asked for a manual payroll to take place. There was some confusion and back and forth, and finally they issued the payroll. I got a call to say the payment from my side hadn't gone through, so I made a manual payment there and then via telephone. Months later, I receive an email saying I still owed money (beginning of May), I ask my account manager directly what is owed but he can't tell me and stops responding. I then receive another email on June 19, no other information just that an amount is owed. I respond June 19, just minutes later, asking for the exact amount and an invoice. No reply so I follow up on June 25 and still get no response. I then get another email on July 22 telling me that $633.94 is due, well that is more than double of what the employees final salary was... so once again I respond and ask for details once again on July 22. No response, so I follow up on July 24 and still do not get a response. On August 6 I get another email saying $1061.88 is owed. This time I finally get a response from Josh who tells me they are unwilling to waive some of the fees, despite me never getting a response to previous emails. I am not willing to pay the fees given I tried my best to request invoices via email, I just wanted to know the amount that was owed - but Paychex were unwilling to provide that.
Business Response
Date: 08/20/2024
Thank you for your inquiry regarding **** ***** *****s 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 **** ***** *****s LLC stated they
received a notice about an outstanding balance they said they previously paid. As of this date we have connected with the client and believe the matter to be addressed.Sincerely,Laurie R**********************###-###-####
Initial Complaint
Date:08/14/2024
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 am a plastic surgeon and our practice has used Paychex for our payroll for over twenty years. They sent in incorrect W2 for my 2023 tax return, causing a loss of over $10,000 on my current tax return. We have been trying to contact Paychex for over three weeks and have not been able to get any answers. All they need to do is send in the correct W2 to the IRS. Their customer service has been unacceptable
Business Response
Date: 08/16/2024
Thank you for your inquiry regarding **** **** at ****** ******** *******. 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
they had not received answer to outstanding questions on corrections to their
2023 tax returnsI believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************* or (866 Sincerely,Michael D*******Client Service Manager
Customer Answer
Date: 08/16/2024
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.

Regards,

**** ****
Initial Complaint
Date:08/13/2024
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 unable to cancel my account in the program application. I no longer have employees, not running any payroll, but keep getting charged $35/month
Business Response
Date: 08/27/2024
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 he
was unable to cancel the subscription through the program application and was
being billed the monthly subscription for the service.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************************** ###-###-####. Sincerely,Andrew
R******Manager,
Customer CareP: ###-###-####Email: [email protected]
Initial Complaint
Date:08/11/2024
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.
P have trying to contact Paychex for several months. The customer service rep sends me to a voice mailbox. I leave messages and no one calls me back. Even when requesting to speak with a manager I get no return call. I need copies of my paid business sale tax for 2022. I paid for this service and money was taken per, the IRS stated it was not out of my account to paid
Business Response
Date: 08/20/2024

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 they have
been attempting to reach out to Paychex representatives without success about
getting copies of the 2022 Federal payroll tax returns that were filed for their
business and information regarding the tax deposits that were made with the IRS
on their behalf for that year.

I believe the matter is being addressed with the client. If
you have further questions, you can contact me at ********************* or ###-###-####.

Sincerely,

Andrew S*******
Client Service Manager
Initial Complaint
Date:08/09/2024
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.
For the past 7 month ********* *** ********** ********** ** ***** PC has been trying to get Paychex to send us a comparability report on our 401k for 2023 that was transfer to them.After many emails and letters of direction and having to pay my accountant thousands of dollars to provide the information they required nothing has been done.For the past 4 month Shannon B****** was assigned to our account and we continue to provide information and letters of directions to her and nothing has been solve.I emailed her supervisor Arthur M****** a complaint and got only one email with no help.Last week I requested to speak with who ever is in charge of their 401K division to no avail.I just want an answer as to when they are going to solve the problem and a phone call from the director of the 401 K to see if they can help us.I can’t continue to wait we had to ask for extensions in our taxes.
Business Response
Date: 08/18/2024
Thank you for your inquiry regarding ********* * ********** ********** ** ***** PC. 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 ********* * ********** ********** ** ***** PC stated they have been waiting seven months and incurred
$5,000 in accounting fees for Paychex to complete their annual profit-sharing
calculation. They want to finish their
2023 taxes and need the profit-sharing calculation to do so.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 addressed for the client. If you
have further questions, you can contact me at rm*******@paychex.com , ###-###-#### ext.*******.Sincerely,Rich M*******Strategic
Accounts Service ManagerOffice:
###-###-####, ext. ******* Email: *********************
Customer Answer
Date: 08/19/2024
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 emailed Rich today that the information provided was not correct and what he needs to do.This information was provided by our accountant.So yes he is trying to help but has not been done correctly.

Regards,
********* ******
Business Response
Date: 08/29/2024
Thank you for your inquiry regarding ********* * ********** ********** ** ***** PC. 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 ********* * ********** ********** ** ***** PC stated they have been waiting seven months and incurred
$5,000 in accounting fees for Paychex to complete their annual profit-sharing
calculation. They want to finish their
2023 taxes and need the profit-sharing calculation to do so.As of this date, the client was able to get resolution with the help of a Paychex Manager. The details of our resolution are attached. I believe the resolution of these matters to be in motion to
the client's satisfaction. If you have further questions, you can contact me at *********************, or via phone
at ###-###-####.Sincerely,Rich M*******Strategic
Accounts Service ManagerOffice:
###-###-####, ext. 5280073 Email: *********************
Initial Complaint
Date:07/29/2024
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.
Cancelled Paychex 'Services' due to gross misrepresentation. Wasn't told about hidden costs. Then find out that they cancelled part of the services and kept on charging for other services. The customer service said that although it is One company, there are different 'products' and I have to call each product line to cancel the service.
1) I wasn't informed during cancellation that they will keep some services active and will charge me
2) Why should a customer call different product lines within the same company to cancel the services? As a consumer, I didn't have to contact different product lines to sign up for multiple services.
Business Response
Date: 08/05/2024
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 there was
an issue with the cancellation of their 401k plan. 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,Chase M*****401(k) Client Relations Service Partner
Customer Answer
Date: 08/09/2024
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,

***** *****
Initial Complaint
Date:07/24/2024
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.
Paychex was under contract as of 8/24/2023 to handle ** ******* *****’s payroll, INCLUDING the Taxpay service, which is shown on the second page of the 2023.08.24 - EnvelopePDF.aspx.pdf as “included”. Honestly, this is really all I should have to say. After getting letters from the NC Department of Revenue (NCDOR) because of missing filings, I reached out to them. I have spent MONTHS going back and forth. Paychex has wasted my time; after months I just recently get some report that I don’t even have access to (in their Paychex Flex system...like I do not see this or anything close to do it...ZERO historical payroll data shows up for me) that shows you didn’t do what you were contracted to do. What I paid for you to do. I called NCDOR and handled it today.
I want my money back ($371.91 in fees I was charged over 3 months); you had 1 job. To do what was in the contract. And you didn’t. This isn’t horseshoes or hand grenades…you don’t get a participation trophy for doing part of it. You failed. And I am having to pay the penalties and fees as a result. Not to mention wasting 20 hours of my time.
Business Response
Date: 07/26/2024
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
received letters from the NC Department of Revenue about missing filings, consequently,
they engaged directly with the relevant parties to address the issues at hand.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *******************Sincerely,Tarik S****Client Service Manager
Business Response
Date: 08/14/2024
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
received letters from the NC Department of Revenue about missing filings, consequently,
they engaged directly with the relevant parties to address the issues at hand. After
facing some challenges during this process, the client subsequently
communicated their belief that a refund of $371.93 for incurred fees is
warranted. The client maintains that, based on their interpretation of our
agreement, we should be held accountable for the handling of this matter.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *******************Sincerely,Tarik S****Client Service Manager
Customer Answer
Date: 08/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. They issued a payment to refund me the fees paid for the service not delivered and therefore I find that this resolution is satisfactory to me.

Regards,

***** ****
Initial Complaint
Date:07/24/2024
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.
I have asked the payroll service to be stopped as of Jul 10, and they kept saying they emailed me the request, which I never received. Now I have been charged for another service fee.
Business Response
Date: 08/05/2024
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 ***** ******** stated they have requested
for the payroll service to stop as of 7/10/24 but it did not, and the client
was charged additional fees.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or ###-###-####,
ext. *******.Sincerely,Derek W*****Manager of Client Services
Initial Complaint
Date:07/23/2024
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.
We filed for an Employee Retention Credit (ERTC) with Paychex. In October 2022. Specifically worked with William B****** He said once accepted we should get around 21,000 dollars back in 3-6 months. We had to pay 3,000.00 for the services. We asked for updates every month after about 3 months and he just kept saying it was taking li get than expected because everything was backed up.
A year came and went and he still said they were still working on it. He kept reassuring me that it was just really backed up. We are now at almost 2 years with no update and we can’t get our money back for a service they didn’t actually provide.
Just looking to get our money back.
Business Response
Date: 08/01/2024

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
there has been poor communication around the standing of their requested tax
credit.

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,

Tyler S******
Paychex Sales Director
[email protected]
###-###-####
Initial Complaint
Date:07/17/2024
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.
I have attempted to make a hardship request since the end of May 2024. I 1st called in via phone and the rep gave me a hard time doing the withdrawal. The representative indicated that he would send the hardship request through. Well, it never occurred; nothing was sent. So, I then faxed then faxed hardship request at the beginning of July. I completed the DocuSign information also, and it is now July 16 I reached out twice and keep being told it can take 10 days. Then another issue is PAYCHEX Flex 401k makes is very hard to withdrawal funds and have it debited into your personal account. The only way you can have it deposited is with a voided check. It's 2024 not everyone uses checks. If I can provide a bank deposit letter form showing the routing and account number that should be sufficient enough. Not to mention it's the same bank information that the company use to deposit the funds. The company does not understand having a check mailed takes longer and in a hardship the funds are need immediately. I'm request Paychex expedite the request and get to funds to me as soon as possible. I has this same delay occur in December of 2023, and I reached out to a rep that was very rude. Again, it caused a traumatic delay in getting the funds during and emergency.

I work or 12093711- ********* ** **** Inc
Paid and 401k through PayChex Flex
Business Response
Date: 07/23/2024
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 a participant has been having a difficult
time making a hardship distribution. The participant stated they were unable to
make the hardship distribution request from the Paychex Flex website. The
participant stated they were told the required paperwork would be sent to them but
did not receive anything. The participant stated they faxed in a hardship
request at the beginning of July and completed the required Hardship
Distribution information via the DocuSign process. Please see the attached.I believe the matter to be taken care of for the participant.
If you have further questions, you can contact me at ******************** or at ###-###-####
********. Sincerely,Angela M******401(k)/S125 Client Relations
RepresentativeOffice: ###-###-#### ********

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