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

521 total complaints in the last 3 years.
182 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:04/01/2024
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.
Though we cancelled our account with Paychex in July of 2022 they continued to take monthly fees out of our account. We had to fill out cancellation documents 3x. The company admitted to the error, and refunded some funds. HOWEVER they continued to take money out of our account. I have attached proof from Paychex (email with Doris) that our funds would be refunded however after numerous emails (answered and unanswered, and phone calls with Paychex that they would place our funds back into our account THEY STILL HAVE NOT DONE SO. This is unacceptable and needs reported and refunded to us.
Business Response
Date: 04/08/2024
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 monthly fees were deducted after canceling service.
Please see the attached.
I believe the matter to be taken care of for the client. If you have further questions, you can contact me
at ************ ** ********

Sincerely,
Michael P***
Manager, Client Service
Customer Answer
Date: 04/24/2024
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.
THIS IS AGAIN NOT TRUE.
WE HAVE HAD NO ATTEMPTS FROM PAYCHEX OF CONTACT. No phone calls, no messages, no emails, mail or faxes.
I will call them but my concerns are again I have spoken with them in the past. And 3x times been verbally and also in writing that we will be refunded and we still haven't. I will call him but have concerns that he too will not follow through.

Regards,

**** ******
Business Response
Date: 05/10/2024
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 monthly fees were deducted after canceling service.
Please see the attached.
I believe the matter to be resolved to the client's satisfaction.
If you have further questions, you can contact me at ************ ** ********
Sincerely,
Michael P***
Manager, Client Service
Initial Complaint
Date:04/01/2024
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 have submitted multiple payrolls to be processed.

They = Paychex.

They ran double payroll erreneously and fails to recoup from their mistake but charges me for their mistake. That was issue #1.

Here is issue #2 from subsequent payroll:

They ran a payroll that never existed nor requested.

They admit fault so they reverse the payroll paid but minus the taxes I paid. They say I am responsible for the taxes owed on the payroll they made up.

They also billed for the payroll they erreneously processed.

No explanation was provided about this payroll processing fee.

3 things need to be resolved:

1. Correct their payroll mistakes as whole rather than store credit.

2. Tax liability needs to be clarified and rectified with tax amounts refunded from non-existing payroll they created and processed.

3. Improper billing needs to be refunded.

The reason I am reporting these issues here is because I feel that I have been trying to resolve issues with them for past 7 weeks but each time they manage to mess up with each payroll cycle, creating more monetary damages to me, client.

This is not an emotional complaints. There are erreneous processings on Paychex. They have created charges and clearly quantifiable monetary damages.

The amount involved is over a thousand dollars.
Business Response
Date: 04/04/2024
Thank you for your inquiry regarding ******* **** DMD MMSC 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 ******* **** DMD MMSC PLLC stated
errors on the past couple of payrolls have caused confusion for balancing
accounts and the company needed clarification for over collected liabilities
being returned to their bank account.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####Sincerely,Nicole B****Market Service Manager
Initial Complaint
Date:03/27/2024
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.
Information provided by Sure Payroll was incorrect. I was told on at least 3 occasions that my W-2/W-3 was filed for 2022 and it was not! Sure Payroll representatives have provided incorrect information.

This company needs to be shut down. They are giving people incorrect information about tax consequences.

Refund me all money spent, including time and labor spent correcting their mistakes.

SHUT THIS COMPANY DOWN.
Business Response
Date: 04/02/2024
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 that she was provided incorrect information regarding SurePayroll filing her 2023 W2/W3. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ************************** Sincerely, Ben J**** Senior Manager, Customer Care
Initial Complaint
Date:03/27/2024
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.
June 2023, Paychex Payroll/Insurance improperly induced us to join their PEO or Full Service Payroll platform to get a tax benefit ERTC with the IRS and with discounted firm wide lower insurance rates. Andrea R*** promised us great health and dental rates as if we were employed by Paychex a benefit that allows for company wide Insurance discounts. Further promised the ERTC request would go through with the IRS and at a discount. The PEO payroll service is significantly more expensive than payroll. We discovered that our firm did not qualify for PEO health insurance rates yet we were never informed of this and we were offered off the rack insurance rates from ******** -- not discounted but we were never aware these were not PEO rates. We signed up for this ******** Self Funded plan under false pretenses (left BCBS and our 401K provider). We came to discover that we did not need to join the PEO to get these rates and the ERTC filed with a discount so we gave Paychex Notice we were switching to their payroll only program. We reached out on 5 separate times letting them know that we were leaving the PEO to go to the cheaper Payroll. At no time were we contacted about our insurance -- our agent never reached out to us to tell us that if we left the PEO and got new health insurance that we would be terminating our ******** contract early. Believing that we needed to get health insurance since we would not be insured as of 1/1/2024 we acquired a new plan through another agent. Pay shopped for new rates for plans leading us to believe that we needed to get new insurance and reinforce this belief. ******** reached out to Paychex our Agent FAILED them we were terminating Paychex ******** plan. On our about 1/3/24 Paychex finally gave notice to ******** who informed them it was an early termination and we owed ******** 20,646.75 -- ********/Paychex wrongfully took 10,777.24 from us and charged us another 2,621.96 that we now owe.
Business Response
Date: 04/05/2024
Dear *** ***:

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 their
dissatisfaction with the Medical Underwriting process that our PEO requires,
and after electing a Self-Insured/Self-Funded Medical Plan through the Paychex
Agency with ********, they canceled all services.

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 9*********** ******** or
email me at ***********************.

Sincerely,

Tricia
R. H********

Tricia R. H*******s, PHR, SHRM-CP
HR Services Area Manager
PEO Service West HR
Customer Answer
Date: 04/10/2024
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.

Please see attached document response. I have never spoken to this woman who claims that we spoke and resolved the issue. The issue is not resolved and if it is not resolved here it will be taken to Federal Court.

Regards,

**** *****

Business Response
Date: 05/09/2024
Dear *** ***:

I am writing as a follow up to the inquiry regarding *** *********** *** and the response provided by Mr. ****** Paychex and our
Leadership team take complaints from our clients very seriously. We appreciate
the opportunity to help settle any disputes that may occur.

*** *********** ***. stated their dissatisfaction with the
sales process and information associated with ERTC filing fees, communication
and pricing involved with the Medical Insurance offering.

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 my email:
****************************.

Sincerely,

Lisa W******* ******
Paychex
Director of PEO Operations
Initial Complaint
Date:03/27/2024
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.
Hi,

I was a customer of paychex. However, after I lost my employee, I ended up closing the account. Paychex didn't prepare my employee's W2 while my account was closed and didn't tell you that at all. As a result, I called them to request a W2 to be sent to my employee. They charged me an insane amount of money $400+ on March 13 for getting the W2 to my employee. I could have stayed as an active customer of theirs and gotten the W2 with less amount of money. However, the W2 was not sent to either me or my employee as of today March 27, while the tax deadline is approaching.

In addition, I spent countless time on the phone to the customer representatives. Not only the wait long, but also they cut me off and dropped me off during my wait.

Please help me resolve this issue. I don't know what I can do to get this issue resolved: they didn't get me W2 in the first place; they charged me an insane amount of money for doing it for me; and they didn't. And they cut me off while I tried to talk to them. I have a busy schedule and can't afford calling them and waiting in line hours per day.
Business Response
Date: 03/29/2024

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 they were
charged a fee to prepare their Year End Package and did not receive the
documents.

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 ****************** ###-###-####

Sincerely,

Michelle L****
24/7 Enterprise Manager, Client Services
Initial Complaint
Date:03/26/2024
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.
As our PEO at the time, Paychex filed for our ERTC claim with the IRS in March of 2022 for quarters Q1, Q2, and Q3 of 2021. 2 years later, they received the credits from the IRS. However they are holding on to the money. Paychex will not communicate with us over our credits. After researching and speaking to various legal experts, it is apparent that Paychex, among other PEOs in the nation, are holding on to the small businesses’ money, negating the very intention of the program. We are a service disabled small business. And we have suffered financial hardship for over 3 years from the pandemic. After facing the issue with the pandemic, the short-staffed IRS, we now have to face the PEOs holding on to the money.
Business Response
Date: 03/29/2024

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 they have not yet received a response to their inquiries regarding
the Employee Retention Tax Credit (ERTC) and information regarding the funds
distributed by Paychex from the IRS.

I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** and ###-###-####
********.

Sincerely,
Laurie B****
PEO Centralized Services, ERTC
Initial Complaint
Date:03/26/2024
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.
Hired this company to file my payroll for the first time.
Money withdrawn by the end of December '23 ( $ 1,240 plus charges up to today )and filing was rejected at the end of January'24.
Called 6 times to find the solution since the EDD said it needs to be fixed.
No answer and they keep charging me more services and my money is nowhere.
My attorney contacted them but no answer after 10 days
Business Response
Date: 04/03/2024
Thank you for your inquiry regarding ********* ******** Inc.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help resolve any disputes that may occur. It is my understanding that ********* ******** Inc stated Paychex
did not file the Q4 returns for 2023The 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 ###-###-#### Ex ****************,Michael P***Client Services Manager
Initial Complaint
Date:03/23/2024
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.
In 2020, our church used Paychex to handle our payroll and state tax filings. Although taxes were deducted, they were never paid to the state. Several months ago, our pastor received a notice of tax lien from the state of California. Paychex has been unresponsive to her and has yet to return our money. We are now obligated to more than $1,300 on a payment that should have been under $150. We are frustrated that the taxes were withheld but the payments were left unmade. We are a small church and this affects us seriously. We just want Paychex to handle their end of the deal and resolve this or give us our money back.
Customer Answer
Date: 03/26/2024
Paychex complaints are handled by the company headquarters and deals with the plan administrator. Please provide the name and address of the church. Were you the administrator of this account?The name of the Church is ************* ********** *** ****** ****** ******. We are currently located at **** ******** ***** ********** ** ***** inside of *********** ****** ******. At the time that the events in the complaint occurred, we were located at *** ***** **., inside of ***** ******** ******. I was not the administrator of the account, but as an officer of the Board of Directors, I have been empowered to seek remedy for this issue from our pastor and Board President, Rev. ****** *****, and the account is not my responsibility.
Business Response
Date: 03/26/2024

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 that
Paychex collected taxes but did not remit them to the state. Due to this issue the pastor received a
notice of tax lien from the state and Paychex has been unresponsive to the
pastor. Also, no funds have been
returned to them either.

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,

Jason K****
Client Service Manager
Initial Complaint
Date:03/20/2024
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 given us the run around about our corrected w2. No one is avaliable when our company reaches out we are told to email, we email and get no responses. This is becoming a federal offense as they have all of the documents needed but have yet to produce a corrected W2. The IRS will be the next people I reach out to.
Customer Answer
Date: 03/20/2024
I am not the admin but the admin has reached out with no response. So if the employer can not get it resolved who do we contact Response taken by phone: Please contact the admin of the account to resolve.******* ******************* ********* *********** ************ *****
Business Response
Date: 03/27/2024
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 they have received the runaround regarding their corrected
W2s. The complaint is from an employee
of the company, not a contact on the account. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ###-###-####.Sincerely,Laurie
R****Laurie R****Client Service Manager
Initial Complaint
Date:03/19/2024
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 have a retirement account set up with them and I just want to retrieve my funds. I have stopped doing business with Paychex because they keep attaching fees that do not belong and withdrawing funds from my account without authorization. They are holding my funds unless I pay a fee that I was never advised of in the initial set up process.
Business Response
Date: 03/22/2024

Thank you for your inquiry regarding ******* ******* Inc. Paychex
takes complaints from our clients very seriously. We appreciate the opportunity
to help resolve any disputes that may occur.
It is my understanding that ******* *******
Inc stated they were unable to retrieve their funds.
The client was able to get assistance with the help of a 401k Client Relations Team member. 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,
Sherry T*****
401k Client Relation Service Partner

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