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: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.
They had my 401k. I wanted a small amount sent to me. They sent the whole amount and took 20% in taxes on the whole amount. Unwilling to fix properly. I'm out all the tax moneyEmployer**** ****** *** ********** * **** **** **** *** ********** ** *****
Business Response
Date: 08/27/2025
Thank you for your inquiry regarding this participant of ** ****** *** ********** ** 401(k) plan. 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 there was
a processing issue with their distribution, as they intended to only take a
partial amount, but received the whole balance.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at [email protected] or ###-###-####. Sincerely,Lacey K*****401(k) Client Relations RepresentativeInitial Complaint
Date:08/15/2025
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 been using Paychex for a long time. Whenever there is a problem, it is IMPOSSIBLE to get a resolution. I attempted to upgrade my service with Paychex and it took MONTHS and numerous escalations to get it processed. Now that it has been processed, they are overcharging me. They have failed to apply my agreed upon 50% discount and are charging me DOUBLE what they should be every week. Cases and escalations have been created to no avail. PayChex are a bunch of incompetent thieves. I want to be refunded the amount of my overcharge with penalties and interest against PayChex for their blatant incompetence and useless customer support.Business Response
Date: 08/22/2025
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 should have a discount for payroll services.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 K****Client Services ManagerInitial Complaint
Date:08/14/2025
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 am unable to access my Paychex Flex account and Paychex's support team has been unhelpful, dismissive, and completely unwilling to help me get back into my account beyond their normal policy, so I hope they actually read their BBB complaints.
I expect to be reached out to via email so that this matter can be resolved. My old 401k is essentially being held hostage and my old employer is unable to help me as well given the circumstances. I need to reset my account's phone number and security questions because I do not know the answers and cannot access my old number.
My bad on forgetting the questions, but I had no control over losing the phone number... please help me get back my account.Employer: ***** **** Charlotte NC
Business Response
Date: 08/25/2025
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
experienced problems accessing their online account and Paychex support team
has been unhelpful, dismissive, and unwilling to assist them. As of this date, the issues were resolved per the employee's update.The employee was able to get resolution with the help of a Paychex 401(k) Client Relations Representative.I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ********************.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### ********Customer Answer
Date: 08/25/2025
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. Angela was great to work with!
Regards* *** ****Initial Complaint
Date:08/13/2025
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.
On June 20, 2024, I formally requested (in writing) that Paychex change my direct deposit from my ********** ***** **** account to my new ****** Bank account. This was due to a separation from my partner and the urgent need to have my wages deposited into my own account. Paychex confirmed this would take effect with my July 1, 2024 payroll.
Despite this confirmation, Paychex deposited four consecutive paychecks into my former joint account at ********** ***** **** — totaling $25,932.80 — between July and August 2024. I alerted Paychex in writing within 60 days, provided bank records, and was told the error was on their end and would be corrected.
Over the past year, I have made dozens of follow-up calls and emails, speaking with multiple representatives and specialists. While some acknowledged the mistake, no repayment has been made. Most recently, a Paychex representative told me they “disagree with my timeline” despite clear written proof and offered only a discount on future service fees — not repayment of the wages that were misdirected.
This has caused significant financial hardship during a year in which I was also dealing with serious health issues. Paychex has had more than enough time and documentation to correct this error, yet has failed to act.
Resolution Sought:
I am seeking immediate repayment of $25,932.80 in misdirected wages, written acknowledgment of fault, and confirmation that corrective measures have been put in place to prevent similar incidents for other clients.Business Response
Date: 09/09/2025
Thank you for your inquiry regarding ********* * ******** II
DDS 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 ********* * ******** II DDS PLLC
stated they requested a bank change for direct deposits in June of 2024;
however, the change was not completed, resulting in four consecutive paychecks
being deposited into a former joint account.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####
extension ****************,Stephanie Lovik Manager, Client ServiceInitial Complaint
Date:08/13/2025
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.
The problem started (6/20/25)
They switched my tax forms from a 941 to a 944 without a notification from me. I got a letter from the government, I read it wrong so it didn't get switched back right away. When I realized I messaged them and had it switched back to a 941 and I needed Q1 and Q2 done.
They did Q2 and never did Q1. I messaged them saying I needed Q1. They told me they can do it no problem.
I got an email saying they need my TPA. This is something they already have because I've been using them for over 2 years. They tell me that they keep getting an error and it has to be on my end. This goes back and forth for a couple weeks finally figuring out it was on their end.
Other people get involved and it is run. They ran Q2 a 2nd time instead of Q1.
I message them telling them I need Q1. I go through the same problems again but with my ME PFML. By this time it is 7/27/25 and I tell them "I'm at a point of if this isn't taken care of in the next 2 weeks I'll be reporting this to the BBB." After that a lot more people get involved. I'm told give it until the 12th. I get most of the paperwork that is involved with the 941 except the Federal 941. I tell them I still need the Federal. I'm told "As mentioned, the process typically takes 4–6 weeks, and we only submitted it the other day. We appreciate your patience during this time." I was not told it would take 4-6 weeks and when they did Q2 both times only took about a week. It is 8/13/25 and I still don't have 941 Q1.Business Response
Date: 08/15/2025
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 was in
need of his 1st quarter 2025 Form 941.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####
********.Sincerely,Jennifer
K****Jennifer K****Client Services ManagerCustomer Answer
Date: 08/19/2025
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:08/13/2025
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 did a payroll agreement with paychex they agreed to charge me $40monthly for my service it took me a while to agreement due to circumstances with pass experience with them which i had explain to Stephanie the one that did the contract it was same billing experience. She manage to guarantee that this will not happen again I said okay let do it. We did I starting paying my monthly bill with them then all of a sudden I got a bill for almost $1400 i called her immediately she said it must be a mistake but I am not to worry she will get it sort out with her manager so I should disregard the bill I said fine. Only for me to get a letter from the IRS saying they need my w2. I was calling Stephanie i didnt get her so i call paychex landlines the customer service said my account is block so she had to transfer me to billing which she did. Spoke with the lady in billing she was explaining i had a bill for that same amount. I told her that's not possible that was resolved by Stephanie, I said to her does this make sense your did a payroll service for me which is $40 monthly which is $480 for the year and I didnt even did payroll for the entire year. I always wire transfer my payroll money including for taxes so what's going on. I said you know what this is ridiculous let me speak with a manager she said hold on she will transfer me she did only for the phone to just hung up. I call back the agent keep doing it the phone keep hanging up now you tell me dont that look suspicious. I am just tired of the up and down, round about so this is why I am reaching out to you to see if you all can get any answers. As you can see the confirmation emails of the prices and all and then make your judgement. I need my w2 so I can pass it on to the government. This was what Paychex said they will pay all my taxes and the filing. I dont even know if they actually pay the IRS for there taxes I will have to check. They are dishonestBusiness Response
Date: 08/19/2025
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 quoted specific pricing and were over billed as well as quarterly returns
and W2’s were not produced for 2023.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *******************, ###-###-####.Sincerely,Jason K****Client Services ManagerInitial Complaint
Date:08/12/2025
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.
Over the past two years, I have engaged Paychex as my payroll administrator, health benefits broker, 401(k) broker, and HR administrator. They failed to provide the agreed upon HR services which I canceled but never received a refund for their lack of service = $3200. They consistently abandon assisting me with payroll related requests and questions. Or they provide inaccurate information. Their Health and Benefits "Specialists" have consistently provided false information, misleading assurances, and recommendations for services for a fee that I do not need.
Most recently, during health insurance open enrollment, they failed to properly submit updated employee insurance elections to our provider. Despite my repeated concerns about a specific deadline, I was told not to worry and assured that I still had time. When the deadline passed, updates could no longer be made, resulting in higher costs and fewer coverage options for employees than I had promised.
When an employee resigned, I needed clarification on COBRA administration requirements for a Rhode Island company with 2–19 employees. Paychex informed me that I would need a COBRA administrator and offered to provide the service for a fee. They sent documentation that took hours of review and required multiple back-and-forth communications over a week and a half with three different Paychex “experts.”
Ultimately, I contacted **** ***** **** ****** of Rhode Island directly. They confirmed that I did not need a COBRA administrator, that there was nothing I needed to do, and that they would handle the entire process at no charge.Business Response
Date: 08/26/2025
Thank you for your inquiry regarding *** ******* ***.
Paychex takes complaints from our clients seriously. We appreciate the
opportunity to help resolve any disputes that may occur. It is my understanding that *** ******* *** stated they had
multiple service concerns with Paychex. On behalf of Paychex, we believe the matter to be resolved.
If you have further questions, you can contact me at ********************** ###-###-####Sincerely,Leanne ‘Lea’ B********Operations Manager- Customer Support / COBRAPaychex Insurance Agency, Inc.225 Kenneth
Drive, Rochester, NY 14623Initial Complaint
Date:08/12/2025
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 contracted Paychex for payroll services, but multiple errors and poor communication have caused significant financial harm to my employees and me. Paychex made mistakes in filing amended W-2s, forcing my employees to pay costly fees to correct Paychex’s errors, which eliminated the reimbursement owed to me. Despite promises from Paychex representatives that they would cover these fees, they have been slow to resolve the issue and have ignored multiple inquiries.
This is not the first time Paychex has promised services or fee waivers verbally but failed to follow through. In 2022, I requested guidance for filing 1099 forms and was not provided assistance. After missing their internal deadline through no fault of my own, I was told nothing could be done. I was charged $210 for a service that was supposed to be free, and only after persistent disputes did Paychex refund the fee.
Throughout these problems, I requested written confirmations, but Paychex repeatedly handled everything by phone, refusing to document commitments. For example, in January 2023, I reported missing retirement plan deductions and health insurance info on my W-2s and asked for corrections, but no action was taken.
Paychex’s failures have caused financial loss, created employee hardship, and shown disregard for professional and ethical responsibilities. I seek a fair resolution and accountability for the mistakes that continue to affect me and my employees.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
the company had challenges due to incorrectly filed W2s from 2022 which
inflicted additional costs that they incurred for corrections. They believed Paychex mishandled the
resolution and were asking for credits for those additional costs.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at Douglas M***** ****************** Sincerely,Douglas M****Client Service ManagerPaychex, Inc.Initial Complaint
Date:08/06/2025
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.
Paychex failed to deliver a 2025 Q2 Statement reflecting my 401K activity on company letterhead. The document I received did not meet the requirements for TIAA to set up my IRA. (I added "401K Statement for Q2 2025" to the name of attached documents), On 8/1/2025 @ around 11:17 am, I conference-called Jarrett Butler (TIAA} and Effy (Paychex) to request the document needed, as anyone could have made up document received. After Effy and Jarrett reached an agreement re: document needed, she placed the call on hold saying, "I'll be back, please hold." The call eventually disconnected. We spent a total of 1-1/2 hours on the phone. You would think that Effy would have called us back and say something. I'm not sure how this company can be so disrespectful. Seems like this is the way Paychex treat their customers as per the number of complaints listed on this platform.
Thank you for your time.employer (******** ******** ******)
Business Response
Date: 08/08/2025
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
that she did not receive the documents that she requested.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *******************Sincerely,Zach C****Client Relations Service PartnerInitial Complaint
Date:07/30/2025
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.
Earlier this year I was contacted by a Paychex representative asking if I wanted to sign up for a 401K plan, I was told that the plan was absolutely free and the $6 a month charge per per participant was a tax write off at the end of the year and that that would be the only charge, Later I get a letter in the mail saying that there was a setup fee of $2000 , I was incredibly angry so I decided to cancel my entire paychecks account entirely as they lied to me about the setup fee but as I go to cancel my 4O1K plan they tell me not only do I owe the remaining amount of the setup which is over $1600 but also there is a $1500 cancelation fee. I am honestly at a loss of words for how ridiculous this is, This company is legitimately scamming small business owners that already pay them a decent bit of money to run payroll. Just to make things worse they also do not record any of their conversations meaning that they can get away with this. I have no clue what I am going to do about this but hopefully paychecks will rectify the situation, If they do I'd be willing to take this complaint off the BBB. Until then though I'm going to do everything in my power to make sure everyone knows that this company scams small business owners.Business Response
Date: 08/15/2025
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 have experienced dissatisfaction with the setup
fees and termination fees associated with the Pooled Employer Retirement Plan.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### ********
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