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 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:07/13/2024
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 echo many of the complaints that I see here including about $800 taken out of my retirement account (I told them I am willing to let them keep that if they would just stop harassing me), but primarily even to this day they continue to debit my account for service that I haven't used in over a year and a half. I've put stop payments on the $35 monthly charge but Paychex literally ILLEGALLY circumvents the banking system by continuously changing the ACH code in order to debit my account. This has amounted to nothing more than harassment at this point, as I need to make sure every month that the bank reverses the charge which they have been doing up until now. They're saying I never sent the completed form to the proper department, though I sent it back to my sales person which is what I was originally instructed to do. In any event, if they need to circumvent the ACH system in order to collect payment, they obviously know I do not want their services any more! Whenever I call I get totally d!cked around as if I'm on a "COMPANIES TO HARASS" list.
Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint Handler
Re: ** ******* ***
Case: ********
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 the administrator of ** ******* *** stated they were being debited $35.00 a month for a service they had not
been utilizing in over a year and half. They were seeking to have this ACH
stopped from their bank account.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** ** ************ *** ********
Sincerely,
Lacey K*****
401(k) Client Relations Service PartnerCustomer Answer
Date: 08/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I concur that it is an accurate summary of the agreement that we reached. However, I just received another $35 debit yesterday. I understand that there may have been insufficient time to correct the situation, but in any event my bank has reversed the charge as usual.This case can rightfully be deemed settled, however be it known that I do hereby reserve the right to reopen the case should an unauthorized debit from Paychex reoccur at any time in the future.
Regards,
******* *****Initial Complaint
Date:07/12/2024
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 requested Immediate Cancellation of Unwanted Service and Refund.
1. Immediate cancellation of the unwanted service
2. A full refund of all charges incurred since my initial cancellation request
3. A written confirmation of the cancellation and refund within ten business daysBusiness Response
Date: 07/18/2024
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
attempted to cancel the HR Essentials service, was requesting a refund be made
and confirmation of the action taken in relation to these requests be sent to
them.With the assistance of a Paychex Manager the client has received resolution. Details of the resolution are attached. I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ********************** or via phone at
###-###-####.Sincerely,Christine P********HR Services Area ManagerInitial Complaint
Date:07/11/2024
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 continued to withdraw money from our bank account for several months after we cancelled services with them on 2/24/24. When we called to complain, they asked us for documentation, which we provided right away. Since then, we have had multiple conversations with different customer service agents who have all been either unable or unwilling to help. We are seeking a full and immediate refund for these unauthorized charges.Business Response
Date: 07/12/2024
Dear *** ****
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 Paychex continued to charge the account when they had stopped
processing payroll.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,
Dustin D*****
Client Service ManagerInitial Complaint
Date:07/11/2024
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 small business discontinued payroll services with Paychex over a year ago because they neglected to file our state taxes (what we pay them for) which caused us a tax penalty. They refused to help us with that. THEN- they have continued to bill us for their services for MONTHS. We just received another one. Whenever I call, noone can give me an answer about WHY the bills are coming when we do NOT use paychex. It took them 4 months to discontinue 401K services- which we NEVER EVEN SIGNED UP FOR. We are being forced to pay money and noone can tell us what for. We have spoke to billing, emailed our rep (who doesnt respond). We have been forced to change all of our bank accounts as well.Business Response
Date: 07/24/2024
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 the 401k plan termination took several months,
that Paychex neglected to file their state taxes, and that they continued to be
billed.With the assistance of Paychex leadership we were able to provide resolution to the client. 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 ###-###-####.
Sincerely,
Ashley R*****
Client Service ManagerInitial Complaint
Date:07/10/2024
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 PEO was my payroll provider From January 2023 to September 30 2023. They were responsible to file all quarterly tax reports as part of my contract. I have now received 2 notices from the IRS stating the 941's have not been filed for the dates they were responsible. I have contacted the business and they have had since May 29th 2024 to issue a response. I was told I would hear from them within 10 business days I have heard nothing and they have not dealt with the tax situation.Business Response
Date: 07/12/2024
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 that Paychex PEO was their payroll provider from January 2023 to
September 2023 in which time we were responsible for filing 941 tax returns
with the IRS. 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 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 ********************* ###-###-#### X
5160012.Sincerely,Nisha
V*******Nisha V*******Manager, Client Advocates- PEO
Service WestOffice: ###-###-#### X
5160012Initial Complaint
Date:07/08/2024
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 4/16/24 we submitted to Paychex an IRS notice of unpaid 943 Agricultural Withholding. Paychex was paid this withholding, but has made no progress is resolving why the IRS has not received the funds. There have been numerous emails on the status and progress since mid-April. An email from Chance T****** on 6/25/24 indicated that the turnaround is 30 business days. It has been far beyond 30 business days since original file date of 4/16/24, and zero resolution from Paychex. The typical response from their "PAC Penalty Notice" team, is that we are in the queue, but can't give us where we are in the queue, or any other helpful information.
As we have paid the withholding to Paychex, they need to clear this up and pay the IRS all amounts due including any and all penalties current and future that may accrue. Current amount due from IRS Notice ****** dated 6/10/24 is $87,5677.77. If we receive any further notices from the IRS, with additional penalties, Paychex will need to pay for those penalties as well.Business Response
Date: 07/25/2024
: 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
received a notice from the IRS in regard to missing Form 943 tax payments and
is looking for assistance in resolution. Please see the attached. If you have further questions, you can contact me at ******************* Sincerely,Jennifer G****Client Service ManagerCustomer Answer
Date: 07/25/2024
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.
Once, the issue has been fully resolved with the IRS, and we receive a direct notice from them that everything is cleared up we will then be able to resolve this complaint.
Regards,
****** *****Initial Complaint
Date:07/08/2024
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.
Need an amended 10-99 for one of our independent contractors. Paychex refuses to solve this issue and I have been in contact with multiple paychex employees, supervisor. This issue has been on-going since April 2024 with no resolve.Business Response
Date: 08/01/2024
Dear
Thank you for your inquiry regarding ***** * *********** * ************ ****. Paychex takes complaints from our clients very seriously,
and we appreciate the opportunity to help resolve any disputes that may occur.
It is my understanding that ***** * *********** * ************ **** stated concerns regarding an Amended Return for one of the independent
contractors.
I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************** ###-###-####.
Sincerely,
Jay B*****
Manager, ASO West-PHRS Client ServicesInitial Complaint
Date:07/07/2024
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 a sole business owner of an S-Corp. I used Paychex for Payroll between Jan-Aug 2023. During that time, they charged me almost $800.00 in service fees. In addition, they deducted almost $9000.00 in taxes. A total of $9718.26 was charged for tax deductions and payroll for 8 months (it was supposed to be $60.00 per month for service.) The problem is they listed on my year-to-date report that I only paid $6240.32 in tax. That is a difference of almost $3000.00. I don't know where that money is. In addition, when I switched from paychex to ***, they reported that I earned double of what I actually paid myself. That messed up the W2 *** issued, creating massive tax liabilities and penalties, with the tax amount still nowhere correct. I have been charged almost $20,000 in taxes so far (for the last 18 months), and I only pay myself $4500.00 per month. I am considering approaching the authorities about this. I NEED THIS FIXEDBusiness Response
Date: 07/16/2024
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 would like a detailed listing of all taxes paid by Paychex and audit to
determine if any tax overpayments/refunds are available.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************. Sincerely,Jennifer
G**** Jennifer G****Client Service ManagerInitial Complaint
Date:07/03/2024
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 was informed to pay my end of year taxes before 12/31 via email and phone correspondence multiple times in the last two weeks of December. They had a new rep assigned to my account named Tava H*******. Tava did not have the payroll paid to the IRS or the EDD. This was only corrected after mulitiple calls to Paychex and the manager Jonothan P****** who finally got me back with my representative who I had for the previous 10 years before Tava H*******. I believe Tava H******* has now been fired. The funds were transferred a month late and my representative said Paychex will cover penalties and interest. I have received 4 notices from EDD that the funds are due. I have now received a letter saying they are sending it to collection as well. The IRS is also sending my letters saying it is past due. I have emailed paychex a dozen times including representatives there who are in charge of this sort of error. Emily J***** and also Jason K****. Over and over they just tell me to wait and wait. My reference number for this error and penalty that I have now incurred is attached as well, that has both the IRS and EDD confirmation numbers. I have been calling and emailing for four months now with no one providing any information that this will be fixed/solved. My credit, which is perfect is now in jeopardy as I may be sent to collecting by the EDD in the next few week* *** ****** - President at *********** *********** ********* Inc. ###-###-####Business Response
Date: 07/09/2024
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 that there were late tax payments made by Paychex for 4th quarter 2023 which caused penalties which had not been addressed timely.The client was able to get resolution with the help of a Paychex Supervisor. As of this date the issues were resolved. 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 *******************. My phone number is ###-###-####.Sincerely,Jason K****Client Service ManagerCustomer Answer
Date: 07/09/2024
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.The CEO's office has pushed this issue up in priority and informed the IRS and Franchise Tax Board (FTB) to put the penalty on hold while Paychex reviews the error that was made. I am in touch with multiple people at Paychex who are working on a resolution with the IRS and FTB. That is the current status. So communication has been set up now and I have been emailing with Samantha D**** (see attached email) so they can double check payments and the amounts the FTB informed them of, however this has not been resolved and I am crossing my fingers it will be in the coming weeks at which point I will contact the BBB and let them know. If you need further information please feel free to call, email, etc.I have attached a letter from Paychex stating they are working on clarifying some details still.
Regards,
******* ******Initial Complaint
Date:07/03/2024
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.
My employer moved to Paychex a few months ago. I have tried multiple times to sign up, but the Paychex system stops me at the zip code verification. When I use the chat support, they tell me to contact my employer without any investigation into the matter. When I call, I wait for hours only to get no answer. On one call, the agent indicated that they have my information. When I talk to my employer, they say their Paychex representative told them to have me contact Paychex support.
How is Paychex unable to help me access my account? They currently hold thousands of dollars that I am unable to view or manage in any form. They need to help me access my account.Business Response
Date: 07/10/2024
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 ****** ********* former employee **** ******* stated he was unable to access his 401k portal as his former
employer transitioned to our Paychex PEO service.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 [email protected] or ###-###-####
ext. *******.Sincerely,James H*****Manager, PEO PayrollCustomer Answer
Date: 07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I resolved the issue through my former employer and Paychex independently of this complaint. Paychex did not respond to this complaint until after my former employer asked Paychex to fix the issue.
Regards,
**** *******
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