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 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:05/07/2024
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 have been using Paychex Flex for payroll since N***mber 2023. In March I received a notice from the Georgia Tax that I had an unpaid tax liability. I contacted Paychex because they deduct the funds from my account and are responsible for paying the taxes. They advised it would be taken care of. The original rep left the company so I was assigned a new rep. I continued following up with her about making the payment and even tried calling in to speak with someone regarding the account. Nicole L*** offered no real assistance so I ended up paying it out of pocket in April to prevent being assessed any penalties. I just received another notice that they failed to pay my taxes for the March filing period. Although the bills are small, it's not my responsibility to keep filing this items, I pay for a service. And if they aren't paying my taxes then they're pocketing the money and that's theft. I have copied Nikki's supervisor, Ashlie W*******, on my emails, and she hasn't responded to a single one. I should have known I was in for a disaster when I signed up and continued receiving emails to complete steps I'd already done/ Needless to say I will be canceling but I need my money refunded and the taxes they already took PAID.
Business Response
Date: 05/11/2024
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
were getting late payment notices from GA St.
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 ******************* ** ************ * ********
Sincerely,
Ashley R*****
Client Service ManagerInitial Complaint
Date:05/07/2024
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.
I have 2 businesses that Paychex administers payroll for. Every year, there is a short span where my payroll charges quadruple and i have to fight tooth and nail to get my agreed upon rate and generally the overcharges are put toward future payrolls which is ridiculous. Well, yet again, this happened over the past couple of weeks and the past 3 payrolls. NOBODY will get back to me regarding this. My rep, my reps boss, my reps bosses boss. NOBODY. The customer service is in the toilet. If you have any problems with them, forget about a resolution. I have been over charged over $270....they have just taken it out of my account without approval. This company has turned into a fraudulent money theft operation. I will be taking my business elsewhere, but I am owed a substantial sum from Paychex removing money from my accounts without my permission. BEWARE dealing with this company. Their stated reply to nearly every complaint is how serious they take customer complaints, yet it does not seem they resolve the complaint to anyones satisfaction. I will be reporting this to any pertaining government agency. I would think twice about doing business with Paychex.Business Response
Date: 05/08/2024
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 their billing invoice has increased again. The client stated
this happens every year and they must call in and get it rectified. The client
stated this time it was taking too long, and they were not getting responses
from anyone.
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 j***************** or ************ **** ********Sincerely,
Jennifer G****
Client Service Manager
Paychex Inc.Customer Answer
Date: 05/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21677798, and find that this resolution is satisfactory to me. Once management finally got back to me, with their apology and proposal of crediting my account with future invoices, i am satisfied. Netty and Jennifer were both good to work with and they are getting me a new rep. Provided everything discussed with them does indeed happen, I will happily withdraw my complaint.
Regards,
Jeff BrewerInitial Complaint
Date:05/07/2024
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 have called several times to get this issue resolved and in the process wasted a lot of time! I have a business account for which I had submitted a 2023 Profit Sharing contribution. Our taxes were already filed showing the contribution amount but Paychex made a mistake on the employees social security numbers and therefore it was delayed. I have been assured that this would be resolved and the profit sharing would be completed but the funds are still in the account therefore nothing has been done! I need this fixed ASAP. I need a manager to call me and get this issue resolved once and for all!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 ********** ********** **********
stated they were awaiting on the required Employer Contribution to be collected
from their business bank account.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *******************, ###-###-####.Sincerely,Patrick J****, 401(k)
/S125 Team LeadInitial Complaint
Date:05/06/2024
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 have requested an amended W2 from this company and have been waiting for 3 months. I call and spend hours on hold with no response. Sent from one dept to another with no answers.
Account ******** ************ ********** ***** PCBusiness Response
Date: 05/21/2024
Thank you for your inquiry regarding ************ **********. Paychex takes complains from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding ************ ********** states they had not received the correct W2 forms for their employee in 3 months. I believe the matter to be addressed for the client. If you have further questions, you can contact me at *******************, ###-###-#### ex. *******. Sincerely,Dustin D*****Client Service ManagerInitial Complaint
Date:04/30/2024
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 messed up the filing for year 2023 after charging for over 800 dollars. I received a letter from the IRS stating that form 944 should have been filed for 2023. Paychex filed Form 941 instead. We had the same problem for 2022 year. In 2022 Paychex filed form 941 instead of 944. After several months of back and forth e-mails, Paychex corrected the problem and filed form 944 for 2022.
NOW THE SAME THING for YEAR 2023, the IRS sent a notice dated March 1, 2024, that Form 944 must be filed and not form 941. I contacted Paychex multiple times since March 22, and I received a response in an e-mail saying the right form was filed and proof of a spreadsheet showing that form 940 was filed (HOW STUPID ARE THESE PEOPLE?). THEY CHARGED ME more than 800 dollars and messed up repeatedly.Business Response
Date: 05/08/2024
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 Paychex did not file Form 944 for tax year 2023 as requested
in a previous issue they had for tax year 2022. 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 ******************* Sincerely,Jennifer
G**** Jennifer G****Client Service Manager Paychex Inc.Initial Complaint
Date:04/25/2024
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 has not processed payroll for our firm since October 2023. Our current payroll provider attempted to file the Federal 941 return for 2024 1stQ and it was rejected, stating that a return had already been filed on April 19, 2024. I have been unsuccessful in my attempt to reach Paychex. In the meanwhile, the IRS recommended mailing a hard copy of the 1stQ return. I would like Paychex to contact the IRS to correct this and also be held responsible for any penalties ****** ****** incurs as a result of their improper filing.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 resolve any disputes that may occur. I understand that ****** ****** LLC has informed us that
their new provider is unable to file their first quarter 2024 return with the
IRS due to a filing that was already made on April 19th. They are requesting
that Paychex work with the IRS to resolve this issue. 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.If you have further questions, you can contact me at ******************.comSincerely,Frank M********Client Service ManagerInitial Complaint
Date:04/21/2024
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 did not setup my 401k plan correctly in 2023 costing thousands and will cost still more in 2024. I was very clear that there was to be no employer match at all, zero employer contribution, except for the situation in which the employer chooses to do profit sharing once a year. I also was clear that the 401k plan would be immediately available to every employee. The plan that Paychex created has restrictions for eligibility based on age and having worked 1000 hours and the plan has mandatory employer matched contribution. The amount of money in the plan does not show correctly (admitted by the rep trying to get me to stay) and it was a pain to actually make a contribution (had to fill out a physical form and mail it in with a check). In order to fix the issues, I have to wait 2-3 months (and repeatedly fill out the same information) to transfer the account out of Paychex and they insist I pay a $1,500 fee for leaving.Business Response
Date: 04/24/2024
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 he is not happy with the 401(k) plan transfer fee after his sales and onboarding experience, which caused him to leave. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-#### EXT. *******. Sincerely, Zach C**** 401(k) Client Relations Service PartnerCustomer Answer
Date: 04/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and thought the response was unclear.I have separately received from Zach C**** by email that provides a satisfactory resolution of the issues.
Regards,
******* *******Business Response
Date: 04/26/2024
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 he is not happy with the 401(k) plan transfer fee after his sales and onboarding experience, which caused him to leave.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####, ext. *******. Sincerely, Zach C**** 401(k) Client Relations Service PartnerInitial Complaint
Date:04/18/2024
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 a client for several years. Customer service often does not get back to you. But more recently we have had several issues with payroll not being set up properly, checks not arriving on time, Now it appears that our unemployment account with the State of Michigan has issues and has not been updated properly for new owners in several years.
When inquiring about these matters we can not get a call back from our service representative Brittney, or her supervisor Casey P********.
These matters are urgent as they effect our day to day operations and getting people paid properly.Business Response
Date: 04/29/2024
Dear **** **********: Thank you for your inquiry regarding **** ********** Inc.
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 they have
issues with responsiveness, proper payroll reporting and issues with Michigan unemployment. As of this date, the client was able to receive resolution with the help of a Paychex Manager. The details for 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,Derek W*****Manger, Dedicated Service CenterInitial Complaint
Date:04/12/2024
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.
This company is difficult to work with. They have multiple services you don’t necessarily need or want and you get hounded for months about it, blowing up your emails on a daily basis. They attempted to charge more than the quote, they charge for every little thing you need to do or change. The sales rep I had seemed more like a con artist selling used cars. I get multiple unexpected every month. Paychex is the worse business decision I’ve ever made. They made my job much harder, and at those prices it should have been much easier.Business Response
Date: 04/23/2024
Thank you for your inquiry regarding *** *** **** LLC.
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 *** *** **** LLC stated they have services
they don’t need or are charged more than quoted. As of this date, we have made several attempts to contact
the client since receipt of this complaint. We ask that the client please
contact Paul M****** at ###-###-#### or ******************** so we can attempt
to resolve this matter.Sincerely,Paul M******Client Service ManagerInitial Complaint
Date:04/12/2024
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.
Paychex drafted money from the business checking account on two occasions after 6 years of terminating our contract. They have a letter on file dated October 2017 which states ACH authorization has been rescinded.
After over 6 years, there were 2 unauthorized charges drafted from the business account.
They have been unresponsive in my attempts to contact them about these unauthorized charges despite having formal notice that authorization has been rescinded.
They have also been unresponsive in addressing the banking information they have retained and my asking of them to remove that from their system to prevent further unauthorized charges.
Due to the unresponsive nature of the business, I am concerned that this will continue to be an ongoing issue and there is no help from Paychex in getting this matter resolved.Business Response
Date: 04/16/2024
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 the former client stated Paychex charged
them incorrectly.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 close to resolution. If you have
further questions, you can contact me at ********************** ************
Sincerely,
Leanne ‘L*** *********
Operations Manager- Customer Support / COBRA
Paychex Insurance Agency, Inc.
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