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.
181 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:05/16/2024
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 lost my job and have a 401k plan with paycheck. I filled out there forms to receive a lump sum payment via ACH direct deposit to the same bank my paychecks were going. I received a text message payment had been sent. Also stated payment sent in the paycheck app. 04/30/24 . It is now 5/15/24 and I am need of my money so that I can pay my bills. I have shut off notices and now late fees added to my bills that I can't afford even more so now that I lost my job. Please pay me asap like you said you have. After taxes I am owed $2587.20 .
Business Response
Date: 05/29/2024
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 employee
has not received their distribution in a timely manner after receiving an email
that the distribution was sent to the bank ACH.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,Sherry T***** 401k Client Relation Service Partner
Initial Complaint
Date:05/14/2024
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.
It is my former 401k company. My distribution check was short $2,858.05 and they will not let me know where the money went and said they do not have access to see it. The docs they sent me show they received my money but doesn't show where the difference went or does it show the amount that they sent to me ($71,677.93) So basically, they are saying there is no way for me to find out where my money went. I have docs from my previous company with amount that was deposited and was told there was only a $75 fee. I have emailed multiple times and contacted multiple times trying to resolve with no luck. I dealt with Joe M*******, a girl named Deana and was given an email of *******************. Case# ******** nobody ever reached out to me toresolve and had to keep reaching out to them.
Business Response
Date: 05/17/2024
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 this former employee stated they
have not received confirmation on why their 401(k)-distribution check had
additional funds removed and where they went. The only fee they were aware of
was a $75.00 processing fee.. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** or ###-###-#### ext
*******. Sincerely,Lacey K*****401(k) Client Relations Representative
Initial Complaint
Date:05/13/2024
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.
Paychex was our payroll services provider for Q4 of 2023. We were enrolled in their TaxPay service. They, on multiple occasions, failed to correctly withhold and pay taxes and file required forms with the State of Oregon.

We received a letter from the State indicating that none of our 2023 Q4 forms had been submitted by PayChex. I contacted PayChex customer support on multiple occasions. They directed me to send the notice to ********************************** which I did more than a month ago.

This issue has still not been corrected and I have now received letters from the State indicating that they have charged us estimated taxes based on a lack of proper filing. They are also charging interest/penalties on the amount the estimate we should have paid.

I tried to upload the new letters via the website link I had previously been provided and it does not allow me to do so. I also have no one to reach to address this.
Business Response
Date: 05/16/2024
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 it received
a notice that the Q4 2023 Oregon returns were not filed.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *********************** or
************** ********Sincerely,Paul M******Client Service manager
Initial Complaint
Date:05/10/2024
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.
Our business used Paychex for payroll and HR services during the 2023 fiscal year. We were deeply unsatisfied with our services and the price we paid for them, so we cancelled our services in December 2023.

Since cancelling these services, Paychex has continued to charge us over $500 for HR services that we no longer receive. They have been charging us for Vision and Dental benefits that we also no longer receive through them.

To top all of this off, when we were enrolled in Paychex services, specifically their Taxpay Service, they neglected to properly withhold or file payroll taxes in 2023 Q3 and Q4. They did not communicate that they had stopped withholding or paying these taxes until December 2023, causing us to yield a significant outstanding balance with the IRS.
Business Response
Date: 05/16/2024
Thank you for your inquiry regarding ******** ***** ********
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 ******** ***** ******* stated that
they could not identify two charges on their bank statement for account ending
in **** from Paychex, Inc. 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 resolved to the client's
satisfaction. If you have further questions, you can contact me at ******************** and Phone number: ###-###-####Sincerely,Stacie D******Manager, ASO West- PHRS
Client Services Phone ###-###-####
Customer Answer
Date: 05/21/2024
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.
Our former Payroll specialist, Madonna, responded very quickly to our complaint. I would like to add that she responded more quickly to this complaint than she ever responded to us when we had issues with Paychex's payroll services. In fact, our payroll account was constantly being put on hold during our time with Paychex, and it would often take days for us to get in touch with our specialist, Madonna. It seems that she only communicates in a timely manner when her job is at stake. This was also the case with our many other payroll specialist that we were assigned over the course of 2023 - it seems that the turnover rate is quite high at Paychex.
When Madonna responded to our complaint, she only addressed the section referencing how our quarterly taxes were never filed by Paychex because those were under her jurisdiction, so she did not have access to our HR account, where the charges for April and May came from. Nobody reached out from the HR department until Madonna contacted them on our behalf. When the HR department did respond, they simply explained the charges and declined to refund them because they were necessary for our 401K transfer. When we initiated the 401K transfer in January after closing our account with Paychex, they charged us approximately $1,400 to transfer the funds. They are claiming that the charges in April and May, which total to about $500, represent their "administration fees" for managing the account during that time. I would like to argue that the transfer of our 401K funds should be cost free for several reasons:
1) In compliance with Colorado law (where we own and run our business), it is mandatory for our business to provide 401K to our staff.
2) We only had to transfer our 401K because we cancelled our services with Paychex at the beginning of the 2024 year.
3) We cancelled our Paychex services as a result of several issues that we ran into with Paychex, which put our company in a position where we could not pay our employees for weeks on end, accrued thousands of dollars in debt, and feared we may go out of business completely. For example, we were unable to pay our team for the entire month of July 2023 after Paychex put a hold on our account for insufficient funds, even though we had previously given them a $7,000 deposit to help with payroll funds. When they finally used the $7,000 to remove the hold from the account, they removed our Direct Deposit services until the $7,000 deposit was replenished. Whenever a hold was placed on our account for insufficient funds (which was admittedly often), it was nearly impossible to get a hold of a payroll specialist or the recovery team. Many times we would be told by the recovery team that everything had been handled and the hold would be removed, and when we would go to run our payroll would find that to be very untrue.
This is truly just the tip of the iceberg. I am sure Paychex could argue that we were just bad business owners who didn't have enough money, but I would argue this was all because of Paychex. Since switching to our new payroll service, *****, we have not had ANY issues with funds or holds on our account. Not only does ***** charge less for the SAME SERVICES, but they also communicate very well with their clients and are extremely responsive to help when needed. For these reasons, I think Paychex is intentionally overcharging and exploiting their clients. I would like for our business to be refunded ALL CHARGES related to our 401K transfer because we would not have needed to transfer those funds if Paychex was a halfway decent payroll service. It truly is a shame that they are still in business, and I give pity to any other struggling business who are caught up in their scam.

Regards,

***** ********

Business Response
Date: 06/01/2024

Thank you for your inquiry regarding ******** ***** ********
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 the company stated they were
charged for two months of service while their 401(k) plan was in a process to
transfer to another recordkeepers service. Additionally, they felt they should
not have been charged the $1,500.00 fee associated with a transfer request, due
to their experience had with our payroll platform.

The client was able to get resolution with the help of a Paychex 401k Client Relations Representative. 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 [email protected] or ###-###-####.

Sincerely,

Lacey K*****
401(k) Client Relations Representative
Initial Complaint
Date:05/10/2024
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.
Quarter 1 UC-1 report in 2023 had errors and per the state of Maine was never submitted. In May of 2023 I contacted Paychex requesting that this be resubmitted. It was never resubmitted. In the fall of 2023 I requested a copy of the report and received it from Paychex. I reviewed the document and found errors (staff that were on payroll were missing on this document). I identified these errors to Paychex in the fall of 2023 and they were acknowledged by Paychex staff. I was told that this would be resubmitted to the state of Maine and a copy provided to me. They still have not corrected this report though they continue to state that it is in their tax department now well over 2 months.
Business Response
Date: 05/22/2024
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 they have
brought to our attention that their Q1 2023 Maine UC-1 form is incorrect due to
having the wrong ID number which corresponds to their seasonal account. 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,Frank M********Client Service Manager
Customer Answer
Date: 05/23/2024
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 am rejecting your response because it only resolves part of the problem.The history here is inaccurate - it is both the wrong account number as well as errors on staff and payroll.1) the state of Maine refutes that Q1 was ever submitted either to the seasonal or non-seasonal account. 2) The copy of the Q1 report that your agency has provided to me has errors, it does not include all of my employees, please review the payrolls for this period.I am not looking for the same incorrect report to be submitted to the correct account #...I am looking for the errors to be corrected and then for the updated report to be submitted to the correct account.
Regards,

** ********
Business 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 rejected our
original letter as they believed at the time that issue was not resolved. 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],Frank M********Client Service Manager
Initial Complaint
Date:05/10/2024
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.
Paychex has incorrectly been calculating my payroll for the past two years. They were made aware of the issue in tax season of 2023 and were informed that they were not withholding my NYC owed taxes from my payroll. Failure to withhold these taxes results in a tax penalty levied by the state of NY. Paychex assured us they would resolve the problem, which was documented in february of 2023, yet failed to do so, resulting in another penalty in my 2023 year-end taxes (filed April 2024). Paychex admitted fault, and that they would reimburse for penalty due to their error. Paychex has since gone silent and is not answering, despite admitting fault and responsibility for the penalty. Paychex negligence directly resulted in a tax penalty levied on me by the state of New York, for underpaying taxes during the calendar year 2023, and they need to be held responsible.
Business Response
Date: 05/15/2024
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 was supposed to add the New York City local to employee *******’s
profile. That was not completed and
resulted in ******* being penalized by New York State.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 resolved to the client's
satisfaction. If you have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer
L K****Jennifer K****Client Services Manager
Initial Complaint
Date:05/09/2024
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.
We terminated our payroll with Paychex in favor of ADP which is miles better and after that we closed our account but kept getting billed from Paychex every month. They say they can't remove OR stop the charges without the previous business owners information. I have and have sent documentation showing that I am the sole owner of the business and have sole control of the bank account but they are dragging it out while they continue to ding me every month. This is fraud.
Business Response
Date: 05/17/2024
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 they
were being billed for services they believed to be canceled and when reaching
out to Paychex were advised they need the previous owner to reach out. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* ###-###-####. Sincerely, Sherry T***** 401k Client Relation Service Partner
Initial Complaint
Date:05/09/2024
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.
Paychex employer code: ****** Participant account ID: 11

Since the beginning of 2024, PayChex has denied every health insurance reimbursement claim I have submitted for "no proof of coverage" even though I have sent proof of coverage along with reciept of payment each month. Each month I have to call and speak with a customer service agent who then sends a note to the claims department that I did send proof of coverage. I am then forced for wait 3-5 business days for Claims to approve my reimbursement request and then another few days to receive the funds into my account. This has caused SEVERE financial hardship as well as unneeded emotional distress.
I have been told there is no way to speaks to the claims department and that the claims department does not have any contact information. So I am forced every month to call customer service because the claims department has falsely denied my claim.
Business Response
Date: 05/14/2024
Dear *** ***:

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 *******
********** of *********** LLC stated that QSEHRA claims were not
processed correctly and put on hold for requiring proof of coverage. It has been stated that this was already submitted
and should be approved without further requirements.

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 resolved to the client's
satisfaction. If you have further questions, you can contact me at [email protected], ************ ********

Sincerely,

Michael B***
Section 125 Service and Operations Manager
Customer Answer
Date: 05/16/2024
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:05/08/2024
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.
We ended our contract with Paychex PEO in January 2024 and they are continuing to invoice us and withdraw money from our account monthly for services they are not providing.
Business Response
Date: 05/30/2024
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 **** ***** ******* ***********
submitted a claim for $512 to cover fees taken after the client left our
service.>.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ************************ or
###-###-####.Sincerely,Dal M C**********Dal M C**********Manager, PEO Client Advocates
Initial Complaint
Date:05/08/2024
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.
Paid for cobra dental coverage starting 8/15/23 -03-24 for with monthly coupon they sent saying my cobra had been extended . Found out in Dec /23 I had no coverage so contacted Paycheck and said they would refund my money which I was sent a check for 16.54 but I paid them a total of 110.25 with personal checks . I had 18 months of dental coverage which I paid thru *** ****** then received a letter from Paycheck with coupons saying I had extended coverage. I called them in DEC/2023 with several calls and emails thru Mar/2024 they said they did a audit and all my refund is 16.54 which I never cashed the check believe this was a scam to start with. I sent email were I paid *** ****** for 18 months ************ ************************ *
Business Response
Date: 05/21/2024
Thank you for your inquiry regarding participant ***** ****** Paychex takes complaints from our clients/participants very
seriously. We appreciate the opportunity to help resolve any disputes that may
occur.
It is my understanding the former participant stated Paychex
owed them a $93.71 refund.
I believe the matter to be resolved. If you have further
questions, you can contact me a* ********************** ************
Sincerely,
Leanne ‘**** *********
Operations Manager- Customer Support / COBRA

Customer Answer
Date: 05/26/2024
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,

***** *****

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