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.
- 183 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:06/12/2024
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.
We requested Paychex to amend our 2021 payroll tax filings (940, 941, W2 and W3). We patiently waited for their Tax Department to research the issue. I continuously followed up but wasn't able to get anyone to take responsibility. As of today, we still have not received final amended payroll tax documentation. On Jan 27, 2023, we received notice from the SSA requesting the above tax documents to be sent as the department never received our 2021 payroll tax filings. I forward the SSA letter to my contact at Paychex. I, again, followed up numerous times asking for update. The organization refused to confirm whether this issue was handled. Their only response is they are working on it. On May 22, 2024, I received a letter from the IRS stating that the SSA never received the requested information and has asked the IRS to assist. I immediately forward the letter to my contact at Paychex requesting and explanation and for immediate attention. I have not received any communication form Paychex aside for an automated message stating that their Tax Team is researching. I've emailed the Paychex Tax Department directly on 5/22, 5/31, 6/3, and 6/5. In addition, I've emailed my Paychex customer service rep on 5/21, 5/22, 5/23, 5/31, and 6/11. Despite all of these email requests, I have not received any communication from Paychex. If the IRS does not receive the requested information, I am at risk of an audit due to a mistake Paychex made on our 2021 Payroll.
Business Response
Date: 07/17/2024
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 their request for amendments to their 2021 payroll tax filings went
unresolved. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer
G**** Jennifer G****Client Service SupervisorBusiness Response
Date: 07/24/2024
Dear Lou Ann: Thank you for your inquiry regarding ********** *********** ***** Inc. Paychex takes complaints from our clients very seriously. We
appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ********** *********** ***** Inc
stated their request for amendments to their 2021 payroll tax filings went
unresolved. Claims multiple attempts for updates went unresponsive. If you have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer
G**** Jennifer G****Client Service SupervisorCustomer Answer
Date: 08/05/2024
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. I greatly appreciate your assistance with this matter.Kind Regards,
***** ***Initial Complaint
Date:06/11/2024
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.
Hello,
I've spoken to multiple people at Paychex until I discontinued services. I was paying them to file and pay my VA-5 (withholding) but they did not file/pay Jan, Feb, and March util 29 May 2024. I was told by the VA Tax office that ******** ****** paid and filed all three on the 29th of May so I am now being charged a late fee of $10 for each month (total of $30). They were all due the 25th of the next month and he didn't pay any of them until 29 May. See correspondence with VA Tax as well as emails to Lance.
I also have multiple email exchanges with Lance D******** starting on 3/22 who told me I would not be charged a fee of $1500 to discontinue services. I contacted him via email on 5/24 because Paychex did charge me the fee. He said on 5/24 he would process the refund but I still do not have it per emails attached.
I would like to be compensated for the late filings ($30) and the $1500 they took out of my account.
Thank you, ****** *******Business Response
Date: 06/12/2024
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
received notification that they would not be charged the standard $1,500
termination fee to discontinue services. They also stated they would like $30
refunded for late fees.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** , ###-###-####Sincerely,Arthur M******Strategic
Accounts Service ManagerOffice:
###-###-####, ext. ******* Email: ********************Initial Complaint
Date:06/05/2024
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 company started with a new PEO company the first of 2024. We had used Paychex 2022-2023. It's June, they were supposed to make wage corrections due to them not registering our employees in the proper states in which they lived and worked, our payroll specialist has ghosted us so we have no idea on the status of THOUSANDS of dollars owed and they have been charging us through different departments for 6 months. We get no resolutions or information from customer services or any other department.Business Response
Date: 06/11/2024
Thank you for your inquiry regarding **** USA 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 **** USA Inc stated that they
were awaiting amended returns and a refund.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-#### or ******************.Sincerely,Jennifer
L K****Jennifer K****Client Services ManagerCustomer Answer
Date: 06/11/2024
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:06/05/2024
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.
Paychex employee Gina W***** has been doing incorrect payroll. As a result they are debiting numerous incorrect payments from our business checking accounts. When pointed out and told to correct, she corrects it with another mistakes. As a result our business checking accounts has numerous wrongful debits. Eventually Gina stopped answering phone calls and the voice mails.
When I called her manager Derek Houser, he does the same.
Having not resolved, what to know which government agency regulates them.
Also, thinking of hiring an attorney.
IT'S A PAYROLL COMPANY, AND EMPLOYEE DON'T KNOW ABOUT THE MANDATORY GOVERNMENT DEDUCTIONS!!!!!Business Response
Date: 06/11/2024
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 that the
taxation on his check for Medicare was not correct. With the assistance of Paychex leadership team we were able to reach resolution for the client. Details of the resolution are attached. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ###-###-####.Sincerely,Jason K****Client Service ManagerCustomer Answer
Date: 06/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I anticipate that the resolution will be carried out on July 5, 2024, and there after.
Regards,
**** ****Initial Complaint
Date:05/31/2024
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.
We have been trying to transfer our 401K program assets out of Paychex since Aug 2023 and it still has not been completed. At every turn, Paychex has made the process nearly impossible to complete. Paychex needs to transfer all funds to our new 401K provider. Paychex has been awful to deal with and I have wasted lots of money and time on getting this completed. We need this resolved asap! Please contact me via email or phone. Sincerely, ******* ******, CEOBusiness Response
Date: 06/04/2024
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 were having difficulty in transferring their services to their new Record
Keeper.As of this date the client has been able to receive resolution with the assistance of a 401k Team lead. 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 ****** ***************.comSincerely,Patrick J****401(k)
/S125 Team LeadInitial Complaint
Date:05/31/2024
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 business, ** ***** ***** Inc, uses PAYCHEX Inc. for payroll services. On May 15th, they mistakenly processed the incorrect payroll amount for the pay period. In doing so, the withholdings associated with the payroll were grossly overpaid. We have asked Paychex to facilitate the return of this tax overpayment. Paychex has not worked to assist us and has not sought to remedy their mistake. Instead, They have frozen our account and notified us on the day of payroll processing that they will not process the payroll. This delays payment to all of our employees. We were not given notice this would occur. We have not been told how they will fix their mistake. We are looking for help in reversing the errant withholding withdrawals to reconcile our account. We do not intend to continue to work with PAYCHEX and have engaged a new payroll service provider.
We have significant email correspondence seeking assistance from multiple representatives.Business Response
Date: 06/06/2024
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 the May 15th check date was processed incorrectly.I
believe the matter to be addressed for the client. If you have further
questions, you can contact me at ###-###-#### or ******************.Sincerely,Jennifer
L K****Jennifer
K****Client
Services ManagerBusiness Response
Date: 06/21/2024
Dear Lou Ann: Thank you for your inquiry regarding ** ***** ***** Inc. Paychex takes complaints from our clients very
seriously. We appreciate the opportunity to help settle any disputes that may
occur. It is my understanding that ** ***** ***** Inc stated that the
May 15th check date was processed incorrectly. As well as ** ***** ***** Inc was debited a total of $3,157.88, in two separate transactions, for a
Broker Fee on their Workers Compensation Policy through ***** when they have
already changed Broker of Record.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-#### or ******************, and for Workers
Compensation you can contact Lauren K***** at ###-###-#### or
*******************.Sincerely,Jennifer
L K****Jennifer K****Client Services ManagerCustomer Answer
Date: 06/24/2024
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:05/31/2024
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.
In early January 2024 Paychex processed a payroll for our business as a 2023 fourth quarter payroll. Sadly, they did NOT withhold taxes despite the fact we for 10 years with them were on the “auto tax pay” service. After 6 calls, & notices of tax penalty from the IRS, taxes were paid. But they failed to pay the penalty even after admitting their error. I paid it. In April I faxed over my cancellation of service letter. They still illegally went into our bank & debited a monthly fee for “failure to process 1 monthly payroll”. After 4 calls, & 2 emails, they again admitted they should never have charged me as I showed “lost” acct in system. Said I’d get a refund of the $85. Allow 7 days. Never rec’d. Called & spent 1hr trying to get someone in early May to help regarding refund. Was told the refund was just taking longer. Allow 3-4 more days. And rep confirmed acct showed as closed/lost account. Here we are, END of May-NO RESOLUTION. SCARIER PART is that this morning, May31st I rec’d an email that they are invoicing us “again” for failure to report a payroll. The email states our account was charged “again”, -illegally. We are a CLOSED acct as of April. They constantly apologize, but do nothing to fix their errors. I still have NO REFUND from earlier. And they continue to take $$$ from our business bank account. I have lawyers involved now. Paychex will claim often that they’ve resolved issue, but it’s UNTRUE. YOU CAN RARELY reach a rep. Must email to resolve issues - can rarely speak w/managers. Their service has hugely declined this past 2 years w/constant changing of payroll specialists & errors. To date, NO REFUND YET, & still debiting bank w/o permission. We canceled service in April. They now owe us 2 months of fees. Will not refund. Despite admitting their error. We are small business. Would never recommend this service. Constant passing the buck. Failing to withhold proper taxes & file late returns. Awful company.Business Response
Date: 05/31/2024
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 company was charged $74.25 after cancelling the companies
service with Paychex. ****** ************ ** **** ***** PC stated company
received another charge for May.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************* or at ###-###-####Sincerely,McKayla H*******Manager, Strategic RelationshipsInitial Complaint
Date:05/22/2024
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.
May 22, 2024
Paychex
1175 John Street
West Henrietta, NY 14586
Subject: Formal Complaint Regarding Poor Communication and Billing Issues
To Whom It May Concern,
I am writing to express my dissatisfaction with Paychex's service to ******* ****** LLC. I have faced repeated communication failures and billing problems despite multiple attempts to resolve issues.
Communication Issues: Repeated calls to your 800 number lead to unhelpful loops. Automated dialers for customer service are unprofessional. Despite having my direct number, responses have been inadequate.
Unjust Billing Practices: My bank flagged Paychex as a fraud risk due to multiple unauthorized withdrawals and additional fees without prior notice. Although initially resolved, these issues persist.
Outstanding Tax Payments: In May 2024, I received a letter dated May 3, 2024, indicating that three federal tax payments were not made:
Payment due on 02/22/2024 for $13.78 (originally due on 02/16/2024).
Payment due on 02/28/2024 for $6.88 (originally due on 02/24/2024).
Despite agreeing to pay $65.63 and requesting Paychex handle remaining payroll fees to the state and IRS, I have received no satisfactory response. This has led to potential penalties for late payments.
******* ****** LLC has decided to terminate its relationship with Paychex due to these ongoing issues. I expect immediate action to resolve the outstanding tax payments and any associated penalties.
This letter is being sent to the BBB, District Attorney General’s Office, and DOL. I am prepared to provide my credit card information to settle the outstanding amounts and avoid further complications. Please contact me directly at [Your Phone Number] to finalize these payments and rectify this situation.
I hope to resolve this matter amicably and swiftly.
Sincerely,
John C. Morley
******* ****** LLC
**********Business Response
Date: 06/13/2024
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 ******* ***** stated they had
received a penalty notice and were not getting proper support to resolve.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at the contact info below. Sincerely,Paul M******DSC
Direct Manager, Client ServiceOffice: ###-###-####Email: ********************Initial Complaint
Date:05/17/2024
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 purchased a workers comp policy February 27 2024 through Paychex, it was with ******** Insurance. I was contacted by Michael D*****, the sales person who set up the policy in April notifying me that ******** had cancelled the policy. Paychex is still deducting payments for that policy weekly from my account. I have been asking them to stop the billing and refund the money that has been collected. I have been ignored for over a month. Michael D***** told me there was nothing he could do about this and quit responding to my emails. I have emailed the payroll department supervisor and manager. ( Tanya S***** and Heather F*******) neither of them have acknowledged my concerns. I want Paychex to stop deduction money and refund the overages.Business Response
Date: 05/21/2024
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 ******* ********* Inc. partnered with
Paychex to obtain Workers Compensation coverage through the carrier, ********, effective
February 27, 2024 and that they were later contacted by a Paychex Sales Representative and
incorrectly communicated to that the Workers Compensation policy was canceled effective
March 15,2024, yet ******* ********* Inc. was still incurring premium debits through their
Paychex Payroll Account for the policy they were advised was canceled.I believe the matter to be addressed for the client. If you have further questions, you can contact
me at ******************* or ###-###-####.Sincerely,
Lauren K*****
Property & Casualty Escalation Specialist
Sr Service PartnerInitial Complaint
Date:05/17/2024
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.
Attached is all my documentation since October 2022 when we signed up with Paychex. Noah, my sales rep, I believe is no longer with your company. Starting in December 2022 there has been a problem on Paychex's end saying they needed a different local tax code than what I provided when I signed. You can see all the documentation back and forth each time thinking it was resolved. When I received delinquent tax notices for Quarter 3 and 4 2023 from ******* Township I called ********** the tax collection company. They told me apparently someone from Paychex created a new local tax account and switched the code to ******* *******. The last page in my attachment shows this from **********. Understandable that I would be upset when I received Jenn's email with the cost estimation to reassign the funds and refile returns. This has to be resolved and at no cost to me.
I am a small business just me and my business partner *****. We both work in ******* Township which has not changed since October 2022. My tax account number ******* and the local code is ******* ******* ******* Locals do not belong on our payroll. The other two locals on our payroll are for where we each live.
I just need someone to take the initiative to fix this. I have been brushed off for too long and now there is a mess to deal with. I almost cancelled my service last year because of this but the cost to change was too much and it was before the delinquency notices arrived. At this point it's too much to stay.Business Response
Date: 05/20/2024
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
had a local tax moved to a different city in PA and there was concern on the
fees to correct it.
Please see the attached.I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ******************** ** ************** **** ********Sincerely,
Paul M******
Client Service ManagerCustomer Answer
Date: 05/29/2024
Complaint ID: ******** Regarding the above complaint. I wish to thank you for your assistance, this would have never been fixed without your help. They did contact me immediately and agree to fix at no cost. I was waiting until I knew if they did it correctly before I confirmed that I was satisfied. It appears to be resolved. Thank you, ****** ***** ****** *** ******
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