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: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.
On 4/2/24 I processed payroll for my company and it was scheduled to be delivered by 4/4/24. I did not received the payroll checks on 4/4 or 4/5 so I called Paychex and they stated that they hired a 3rd party to deliver my checks. The 3rd party is ****** shipping. I reached out to ****** Shipping and they told me the checks were missing and the driver would be reprimanded accordingly. I called Paychex back on Monday 4/8/24 and they overnighted me new checks via *****. I have not received reimbursement for the missing checks. I have called, and emailed with no response back. I now have stolen checks out in the world with all my banking info and addresses on them When I reach out to Paychex I get hung up on and I'm given the run around. I take this banking info and stolen check situation very serious and I see they are not. I have asked to cancel my service because now I'm nervous about running payroll with this company. Again I get hung up on or told someone will call me back and still nothing. I do see they have charged me twice since but refuse to return my calls.
Business Response
Date: 04/15/2024
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 tha* **** * **** ****** ** *** stated
the payroll that was scheduled to be delivered on 4/4/2024 was not received and
the courier for Paychex confirmed the loss of the package. **** * **** ****** ** LLC expressed
concern with the lack of response or sense of urgency provided by Paychex in
this matter.
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,
Alicia B********
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.
Our company ended our relationship as a customer with Paychex, Inc. in December 31, 2022. As months passed in 2023, we were still receiving invoices from different departments of Paychex, 401k, Cobra, Benefits. We struggled to get someone over the phone who had knowledge on stopping these charges even though we canceled through our HR Consultant. This person, our HR Consultant, was part of our very costly package that we purchased for our payroll, 401k, Cobra, and HR Solutions. She was responsible for ending all of the services we were paying for, it was all bundled into one monthly charge. However, she never did this. One would think that when you cancel your payroll service that billing would end. Not at Paychex. Even though we were a bundled account for billing, after we canceled services, monthly invoices started coming to us from each department: 401k, Employee Benefits and Cobra. We were forced to pay the outstanding invoices before they would mark us as canceled even though we severed using them in December of 2022. Just recently, they STARTED billing us AGAIN for Cobra services for 2024!! A representative just informed me via email, after I called twice and received the wrong information but luckily the 3rd person I spoke to gave me an email to specifically “cancel” the cobra services, that we once again need to pay January-March in order to cancel. We haven’t been a customer since the end of 2022!!!! So if I keep falling for their fraudulent charges, how long will this go on for?Business Response
Date: 04/15/2024
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.
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 / COBRAInitial Complaint
Date:04/10/2024
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.
I signed up for payroll with Ethan. He told me my taxes would be free and I would not be charged for not using the account. I received an invoice for taxes and nonuse. I sent a message to Tracy my account manager. She ignored my emails, so I cancelled my account. I also told paychex that they are no longer authorized to charge my bank account. They fraudently charged my account. They keep say they are sending me a refund check and it has been 2 months and no check.Business Response
Date: 04/17/2024
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 that
Paychex charged their account erroneously and there has been a delay in the
refund check being delivered. 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 **************.com or ###-###-####. Sincerely,Jennifer G****Client Service Manager Paychex Inc.Initial Complaint
Date:04/10/2024
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.
Since commencing business with Paychex, I've encountered a revolving door of three different account representatives, all of whom have proven inept in fulfilling their responsibilities. Each one consistently falls short in task completion, email responsiveness, addressing inquiries, and resolving issues effectively. Despite their shortcomings, it appears their supervisor, Patrick S******, fails to enforce any disciplinary measures or exhibit concern regarding their dereliction of duties. My direct outreach to him for assistance has yielded no response.
Presently, I'm endeavoring to rectify errors in employees' W-2 forms, yet the tax department repeatedly directs me to my designated representative, Logan M********, who cannot offer a definitive timeline for resolution.
The glaring lack of commitment to fulfilling one's role is exasperating. Paychex's touted benefit of being assigned a dedicated representative to assist with all needs becomes meaningless when said representative consistently neglects their duties.Business Response
Date: 04/25/2024
Thank you for your inquiry regarding Diversified Investments
Services 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 multiple service representatives all of whom have been inept in
fulfilling their responsibilities. Lack or response from service reps and up to
supervisors has been experienced. They have been looking for updates on 2 W2
errors they reported that needed correction and service representative cannot
give a definitive timeline for resolution.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at **************.com or ###-###-####.Sincerely,Jennifer
G**** Jennifer G****Client Service Manager Paychex IncInitial Complaint
Date:04/10/2024
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 had a company that was closed in January, we were told so many times that everything was closed, then every time we called again they said something new was still open. As of today 4/10/2024, four months later we have email proof they said departments are closed but are still getting bills, and charged right out of the bank account on file. It is a different story every time you call. When you call you spend at the minimum 2 hours getting transferred and lied to, no one explains the invoices they just say you have to pay or we will send you to collections. Even the manager Chris D*** was extremely rude, had no idea what he was talking about just had to go off the notes. The departments are horrible, no communication, poorly run, the employees have no training. We keep getting surprise bills after we are told we will not get any more bills. The payroll and promised assistance was so bad we had to go back and forth to fix their mistakes every cycle. They never resolve any issues you have, we just want the account finally closed, everything, but they say they can never see anything other than their department, new departments pop up all the time. The accounts are ******** **** ***** ******** and ******** ********** ********** **** ********. We want the business' closed out finally. There is no way we should be receiving invoices four months later.Business Response
Date: 04/11/2024
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 have received emails from other departments stating their account was
closed with Paychex and are still getting bills. They also voiced concerns
about a recent invoice they received from Paychex and if not paid they would go
to collections.I believe the matter to be resolved however the client may
not feel this has been resolved for the reasons identified above. If you have further questions, you can contact me at ***************** / ###-###-####.Sincerely,Chris D***Client Service ManagerBusiness Response
Date: 04/17/2024
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 have received emails from other departments stating their account was closed with Paychex and are still getting bills. They also voiced concerns about a recent invoice they received from Paychex and if not paid they would go to collections.
As of this date, I have spoken to the client multiple times and explained the recent invoice they received was for their tax liabilities for FY2024 Quarter 3 owed the state of Massachusetts and not a collections notice from Paychex. I also explained the reason for the tax notice was because the State of Massachusetts had a State Unemployment Rate change for 2024 and Paychex was not notified of this change by the client or the state. The client stated they were not notified if the rate change and didn’t’ feel it was their responsibility to pay the taxes owed due to closing the business. I advised the client if the taxes were not paid to the state, ******** **** ***** **** could then be held financially liable to the state and could accrue penalties and interest and potentially lead to a tax levy. I verified with the client they have not received any other invoices from Paychex and asked the client to let me know if they receive do so I can partner with them to resolve.
I believe the matter to be resolved however the client may not feel this has been resolved for the reasons identified above.
If you have further questions, you can contact me at ***************** / ###-###-####.
Sincerely,
Chris D***
Client Service ManagerCustomer Answer
Date: 04/17/2024
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. However, I would like the following to be posted so others may know how the company operates if possible - It is near impossible to close out accounts with Paychex, they will continue to send bills and invoices months later, and charge right out of the bank account on file with no stopping it, and receiving a refund takes days if not weeks. It is a different story every time you call. When you call you spend at the minimum 2 hours getting transferred and lied to, no one explains anything clearly. The departments are horrible, no communication, poorly run, the employees have no training, when pushed they just read off notes from your previous communications. The payroll department was so bad we had to go back and forth to fix their mistakes multiple times every cycle.
Regards,
***** ********Initial Complaint
Date:04/10/2024
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 try to cancel this subscription related to ***** ********** *********** LLC, since last year, and never receive a reply to this matter, they keep charging me for services not provided the minimum amount due per month that was around 60usd, but they didnt provide any services since i wasn't doing any payrolls starting 2023, but i keep paying for some months to keep my records, i keep trying to contact the people from paychex but never in 4 months reply to my inquiry about cancelling. i had to cancel my checking account so they stopped charging me. Now i dont have my information for 2023 and cant access the account for any matter or documentation. It seems like either i pay 60 usd or they dont give me my information.But nobody answersBusiness Response
Date: 04/16/2024
Thank you for your inquiry regarding ***** ********** *********** LLC 70-********. 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
70-******** stated they were unable to speak with their service specialist
timely to close their account and to obtain their 2023-year end returns. They
were also billed for services after requesting cancellation.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 ManagerCustomer Answer
Date: 04/16/2024
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. they contacted me directly and offer to do appropriate closing account procedures and cancelled any other payment, and provided with paperwork already paid for.
Regards,
**** * ******Initial Complaint
Date:04/09/2024
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 owed my 401k since I recently just lost my job . I have a family to feed and we are counting on that 401k distribution . The company who is supposed to send it is Paychex flex but they are doing all they can to not pay me . They sent it to my acct using but they used “000paychex” as the name of the person getting the deposit do it got sent back to them due to a name mismatch . Now they won’t direct deposit my m***y unless I show them a voided check , which Is obviously impossible due to the fact I never received the m***y since it got sent back . Paychex knows all this but since they make more m***y holding onto it than giving the m***y to the people who earned it and need it way more than they do . My family is going without just because paychex wants to play games n hold onto it as long as possible .Customer Answer
Date: 04/10/2024
***** ******* *********** ******** is the plan administratorBusiness Response
Date: 04/23/2024
Thank you for your inquiry regarding ***** ******* ********** **** Corp. 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 ***** ******* ********** **** Corp stated *** of their participants had not received their distribution.As of this date, I have spoken to the client, and confirmed a distribution check was overnighted to them on April 19th, 2024.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 LeaInitial Complaint
Date:04/06/2024
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.
My business subscribed to the 401K fund program with Paychex. Due to a lack of interest from our employees we canceled the plan within the "trial period" of the plan per their policy. Despite the cancelation Paychex continued to withdraw funds from our bank account. Through repeated communications with Paychex they acknowledged the cancelation and promised a refund of the funds taken. Despite all the promises we have not received any refunds and they refuse to cancel our plan and continue to charge us for the services.Business Response
Date: 04/15/2024
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 had communicated an intent to cancel their Pooled Employer 401(k) plan
with Paychex, but they experienced continued billing despite that fact. They
advised they were promised refunds that were not received. As of this date, I have spoken to the client, where it has been
clarified that their 401(k) with Paychex was in fact terminated on 11/08/2023.
There was a $1,500.00 fee associated with the termination of this plan. As of
4/11/2024, Paychex has approved a refund of the $1,500.00. This has been
communicated in writing to ******* ****** ******** LLC. 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 RepresentativeInitial Complaint
Date:04/05/2024
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 March 26,2024 I requested a corrected W2 for an employee. I was told the fees for a corrected W2 could be up to $200 and it could take up to 6 weeks to get it processed.
On April 2, 2024 I received an email telling me that they would be debiting $800 in fees from our designated bank account! In addition, they will debit a total of $280 from our designated bank account to remit on Client’s behalf for taxes due. The actual amount of the taxes due is $46.82.
I have several phone calls and emails trying to get this straightened out and still no resolution or returned call.Business Response
Date: 04/12/2024
Thank you for your inquiry regarding ****** ******* ******** ** ********** ******** ******* PLLC. Paychex takes complaints from our clients
very seriously. We appreciate the opportunity to help settle any disputes that
may occur. It is my understanding that ****** ******* ******** ** ********** ******** ******* PLLCstated that they were quoted $200 by their Representative to
make adjustments for 2023 tax returns. They understood their tax liability to
be collected and paid to the IRS was $46.82. However, as the work was in
progress, they received an automated email from the Amended Returns team that
stated the fees would be $800 and tax liability would be $280. The client stated they were unable to get
assistance from both the Representative and the Amended Returns team to
understand the discrepancies.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-#### ext. ******* or
*******************.Sincerely,Jennifer L*****Client Service ManagerInitial Complaint
Date:04/03/2024
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.
I am writing to express my dissatisfaction with the services provided by Paychex and to formally lodge a complaint regarding the following issues:
Lack of Responsiveness: Despite numerous attempts to communicate with Julianna, I have not received adequate responses to my inquiries and concerns. This lack of responsiveness has hindered my ability to address important matters regarding our account and has caused frustration and inconvenience.
Inadequate Training and Support: Since opening my account with Paychex, I have encountered significant difficulties in navigating the system and utilizing the services effectively. The promised training and support have been lacking, leaving me and my employees feeling ill-equipped to manage payroll and other HR functions efficiently.
Billing Discrepancies: I have observed discrepancies between the pricing and discounts promised during the account opening process and the actual charges incurred. These unexpected charges have resulted in financial strain and have undermined my confidence in Paychex's billing practices.
Employee Onboarding Issues: Onboarding my employees onto the Paychex platform has been a time-consuming and frustrating process. The application and portal have presented numerous challenges, and my employees have encountered difficulties accessing and navigating the system.Business Response
Date: 04/18/2024
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 have had onboarding and service issues with a few areas of the products
they signed up for, lack of response from the 401k department, training and
support for the payroll system & billing discrepancies for various
products. Please see the attached. We have made several attempts to re-connect with the client
to resolve the remainder of the items. We ask that the client please
contact Jennifer G**** at ****************** or ###-###-#### at extension ******* so we
can attempt to resolve the matter.Sincerely,Jennifer
Gomez Client Service Manager Paychex Inc.Customer Answer
Date: 04/19/2024
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 been in communication with Jennifer so I don’t understand why you guys mentioned that several attempts have been made.
Regards,
***** **********
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