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 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:03/17/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paychex was hired to handle payroll & tax filings for Q3 & Q4 for ******* **** *** ** ****** ***** ********** Due to economy, I had to terminate both employees end of November/Dec.2023. I received 2 notices from La Dept of Revenue that Q3 2023 taxes were not filed and my business was being penalized (2nd notice more penalites). These were sent to Lakia J****, dedicated service specialist and she forwarded to *** ******* ****** ****. PAC responded to 1st notice sent on 1/29 that they would research and allow 25 to 30 business days. 2nd notice sent to them on 3/3 and again email stating they were researching. How difficult can this be to research and resolve Q3 2023 tax filings for 2 employees of a mom and pop auto repair business? No resolution and I am completely disgusted with the lack of resolution. We have been in business for 6 yrs with no blemishes on our record. I have never been late in any filing with state/city or federal. Feel free to contact me for further information.
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 settle any disputes that may occur.
It is my understanding tha* ****** **** * ** ****** *** stated
that after cancellation of services they received a non-filing notice from the
LA Department of revenue for the 3rd quarter of 2023, during which
they were on Paychex services. After brining the concern to Paychex attention
there has been delays in resolution and follow up.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ************ * ******* ** ********************
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
While I have been I consistent communication, paychex has not yet resolved the issue with the state. I received an email yesterday from Ashley, that the filing has been submitted and are waiting to hear from the State. Ashley has been great to work with but it is quite clear there are no checks and balances and no accountability. This has been a nightmare and no mom and pop shop should have to go thru this.
Regards,
****** ********
Business Response
Date: 05/21/2024
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 ****** **** * ** ****** LLC stated
that after cancellation of services they received a non-filing notice from the
LA Department of revenue for the 3rd quarter of 2023, during which
they were on Paychex services. After brining the concern to Paychex attention
there has been delays in resolution and follow up.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ************ * ******* ** ********************
Sincerely,
Ashley R*****
Client Service ManagerCustomer Answer
Date: 05/21/2024
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. It is unfortunate that it came down to having file a complaint with the BBB but matter is resolved.
Regards,
****** ********Initial Complaint
Date:03/16/2024
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 was my payroll provider my business -a spa, located in Rockville Centre NY. I sold the business last summer (2023). When I notified them about the sale I asked, per my accountant, what needed to be done on in terms of taxes. I was told nothing and that they would handle everything. It turns out they did NOTHING to propoerly close out my account including failing to report by third quarter payroll to the IRS (resulting in the IRS threating to penalize me $1200+) and the FAILED to send my 30+ employees W2s (resulting in multiple eomployees threating legal action against me). After multiple emails and phone calls they said they would send me the W2s if I paid $600. Which I did. They eventually emailed me the W2s and said they would be mailing within a week. That was months ago. They never mailed them. Now, after more employee threats, when I reached out again they told me they would not send them because they closed my account.
This has been a systematic failure on their part from the beginning. They didnt follow any proper procedures when they knew my business was closign and has caused me potentially costly penalities from the IRS and litigation from former employees.Business Response
Date: 03/26/2024
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 Paychex failed to produce and file 2023 W2’s nor file 3Q23 returns.
I believe the matter to be addressed for the client. If you have further questions, you can contact me at ********************.
Sincerely,
Danielle T******
Client Service ManagerInitial Complaint
Date:03/15/2024
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 no longer have services with you but you keep charging me.
I never ordered 401k and your company acknowledges this but yet you keep billing me fees and cancelation fees.
$1500+15 charged previously and refunded me, now they are charging me again.
This is an ongoing nightmare.
I am no longer using paychex and yet they keep charging for a service I never ordered.Business Response
Date: 03/18/2024
Thank you for your inquiry regarding ********** *********** LCC. 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 ********** *********** LCC stated a termination fee was charged when it should not have been.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 PartnerCustomer Answer
Date: 03/23/2024
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.
Your response doesn't even make sense.You falsely charged me $1500 For the second time. Your office said that they Would reimburse me within a few days. I've still not received the credit yet.Case #******** Regards,
****** ** ********Business Response
Date: 03/28/2024
Thank you for your inquiry regarding ********** *********** LCC. 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 ********** *********** LCC stated he did not receive the refund expected. 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 PartnerInitial Complaint
Date:03/15/2024
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.
******* ********** Inc. used Paychex services from 2022 to the third quarter of 2023. The service was never good and there is constant rotation of "dedicated representatives" to help each customer. The problem is that Paychex took $431.69 in 940 FUTA funds from ******* ********** Inc, but never paid that to the IRS. The IRS is now asking us to pay. We have to in order to avoid future problems, but we not have a penalty. The total Paychex owes to ******* ********** Inc. with penalties is $439.26. Paychex is very delayed in responses and slow to do anything and has no regard for my time on this matter. I need resolution as they are holding on to funds they are not entitled to hold on to at this point. They need to have those funds come back to ******* ********** Inc. I can prove ******* ********** paid the $439.26 once the IRS cashes the check. The only way to deal with Paychex is to keep after them until they admit fault. Otherwise, you get tossed from one person to another or ignored.Business Response
Date: 03/18/2024
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 Paychex
debited $431.69 throughout 2023 for 940 FUTA tax and never refunded it or paid
it to the IRS.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer G**** Jennifer
G**** Client Service Manager Paychex IncInitial Complaint
Date:03/12/2024
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.
I'm filing this complaint because Paychex has failed to disburse 401k check to me in a reasonable timeframe. I've made a request to close out my 401k with Paychex on 1/1/2024. On 1/4, I received an automated email letting me know the checks have been mailed out to me. Never received them. In late January, I reached out to the rep inquiring about it. She told me the checks might have been lost in mail and suggested me to update my address to a city name that is interchangeable with the one I had on file (I don't believe this is the reason for lost mail). I e-faxed in void check request on 1/30 and received automated email confirming receipt on 2/1. Never received checks. Called again on 2/26, was told by rep my documents were never processed. The rep asked me to email the forms in and said she will request expedited processing for me. Called on 2/29 and 3/5 and 3/12, was told the expedited timeline was not honored and their target day to complete paperwork will be 3/18. This is unacceptable. Paychex has dropped the ball yet they don't care for getting it right for customer. This now feels like Paychex is holding my money for their own interest while I'm losing earning on my own money. I need a true resolution to this case, not the repeating wait and sorry again cycle that only lead to frustration.Business Response
Date: 03/19/2024
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 they
have experienced issues receiving their 401(k) distribution check in the mail.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or
************ **** *******.
Sincerely,
Chase M*****
401(k) Client Relations Service PartnerInitial Complaint
Date:03/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was employed by a law firm that used Paychex for all payroll services, including retirement and HSA accounts. I stopped working at the firm in December 2023. At the time, I had approximately $4,300 in a HSA. I subsequently tried using the HSA account, only to find it was closed without notice to me, so I did not have access to my funds. I called Paychex and was told the money was being moved to a "retail" account, which would cost me $5/month, and it would take time before I had access. Eventually, I was able to see a transfer to a new account online, but some of the money was put in an investment account (without my authorization), and I had no way to access ANY of the funds. After another call, Paychex sent a new debit card and said I could adjust the investments online. I tried using the card but it was rejected. I went back online and saw a $0 balance, with no visibility to account activity. I just called, and was told my account was closed, and all of my funds were transferred to a new provider. BUT I DID NOT REQUEST A TRANSFER TO A NEW PROVIDER. The representative confirmed there is no paperwork showing such a request (by me or anyone else), and he had no idea why a transfer was initiated, or where the money was sent. As of now, I have been denied access to over $4,000 of HSA funds for over two months, and I have no idea when, or if, it will ever be returned. Paychex has, literally, lost my money, and I'm now told I need to wait up to 7 days while they "investigate." Meanwhile, I have medical bills to pay!Business Response
Date: 03/26/2024
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 ******* ***** stated they did
not have access to their Health Savings Account balance after leaving their
company’s plan in 2023. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************.Sincerely,Michael B***Section 125 Service ManagerCustomer Answer
Date: 03/29/2024
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.
Mr. B***'s response is inaccurate and unsatisfactory. My complaint is not simply that I "did not have access" to my funds. It is that over the course of two months, Paychex: (1) sold investments in my old account without any notice or authorization; (2) deprived me of my funds for weeks before transferring what they now contend was the wrong amount into a new account to which I did not have access; (3) used a majority of those funds (that they say were not mine to begin with) to make an unauthorized investment in my account; (4) sold that unauthorized investment and then transferred ALL funds back out of my new account; and (5) then transferred what they say is the correct amount into my new account. In total, while all this was going on, I was deprived access to my funds for almost two whole months, and I lost the earnings and growth that my investments would have earned during that time and/or I lost the opportunity to earn from investments I could have made had Paychex not been moving and hiding my money for two months. All the while, Paychex never gave me notice of ANY of these transactions (either before OR after they occurred) and, when I inquired about each event on my own initiative, I received conflicting and inaccurate information from multiple Paychex representatives. Also, Mr. B*** says he has spoken to me about the most recent transfer of funds into my new account but, as far as I know, I have never spoken with him. Instead, the representative I have been recently communicating with assures me that the correct amount of funds are now in my account, and he admits that the investment transactions in that account were unauthorized and he has no explanation for how or why the supposedly wrong amounts were first transferred in, and then transferred out of my account. It is true Paychex reimbursed me $15 in fees, but that hardly makes up for two months of lost investments and access to my funds. Meanwhile, the person with whom I actually have been communicating says they are still doing an analysis to determine what my lost earnings are. He originally said that would be done earlier this week, but then said it is taking longer than expected, so I still do not have a proposed resolution. Accordingly, the matter has NOT been "addressed for the client."
Regards,
******* *****Business Response
Date: 04/08/2024
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 ******* ***** stated they did
not have access to their Health Savings Account balance after leaving their
company’s plan in 2023. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *******************Sincerely,Michael B***Section 125 Service ManagerInitial Complaint
Date:03/08/2024
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 completely messed up my companies tax filing for the 2023 year. They have mis-filed taxes for Q1 and Q2 when they were not supposed to. They have issued incorrect W2s to employees and still have not corrected them for all team members causing them delays in filing their own taxes. They have issues 1099s to contractors who were not supposed to receive 1099s from Paychex and were requested not to but still did. They are unresponsive to any support requests. I email supervision several times and have only received one response that does not resolve my issues. They have to legally resolve these tax items as we paid for this service!! I cannot access any reporting now so I am completely blind to what the status is.Business Response
Date: 06/06/2024
rRe: **** *** *** ********** LLCCase: ********Dear *** ***: 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 Paychex incorrectly filed the companies 2023
taxes. In addition, they further noted that there were incorrect W2’s and
1099’s created that should have not been completed.As of this date with the assistance of a Paychex Manager the client was able to get resolution. Details of the resolution are attached. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************Sincerely,Derek W*****Client Service ManagerInitial Complaint
Date:03/07/2024
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.
paychex handles payroll for my employer *********** ********* *** ****. They are garnishing my paycheck for court fees due. They have taken $1346 from my check and NOT sent it to the courts. They are claiming they sent it ACH to courts, however courts do not accept ACH payments. They are also taking over the 25% allowable by law out of my checks. The paychex rep refuses to talk to me directly. The amount already taken would have PAID off two of the court fines and the payroll deductions should have been STOPPED BY NOW. Jessica is the lady from Paychex who was supposed to track down the money. Paychex is taken so much out of my check and has lost the $1300 I can not even pay my own bills. Paychex needs to send the money to the courts they have taken ASAP and stop taking the amounts before taxes as per law it is after taxes (disposable income).Business Response
Date: 03/15/2024
March 15, 2024
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint HandlerRe: *********** ********* * **** ******* ***
Case: ********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 that
garnishments and court orders were not setup or deducted correctly on an employee’s
paycheck and not paid to the agencies or courts after being withheld for several months.As of this date the client was able to received resolution with the assistance of a Paychex Manager. The details of the resolution are attached.
I believe the matter to be addressed for the client. If you have further questions, you can contact me at ms********@paychex.com
Sincerely,
Marin S********
Client Service ManagerCustomer Answer
Date: 03/15/2024
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.
Paychecks has not talked to me directly as they stated. Also the $1300 they have deducted from me has not been paid to ***** ****** courts as of yet they are still also deducting from my paychecks before taxes instead of after taxes which is against the law.
Regards,
***** ********Business Response
Date: 03/20/2024
March 20, 2024
Better Business Bureau, Inc.
100 Bryant Woods South
Amherst, NY 14228
Attn: Complaint HandlerRe: *********** ********* * **** ******* ***
Case: ********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 that
garnishments and court orders were not setup or deducted correctly on an employee’s
paycheck and not paid to the agencies or courts after being withheld for several months.As of this date with the help of a Paychex Manager we were able to reach resolution and the details are attached.
I believe the matter to be addressed for the client and employee. If you have further questions,
you can contact me at ms********@paychex.com
Sincerely,
Marin S********
Client Service ManagerInitial Complaint
Date:03/07/2024
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.
Although I have tried multiple times and using multiple methods I am unable to get my corporate year end filing and employee W2 hard copies sent so that I can complete my tax returns.Business Response
Date: 03/19/2024
Thank you for your inquiry regarding ** ***** ********** Inc.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help settle any disputes that may occur. It is my understanding that ** ***** ********** Inc stated they
still had not received their W2’s or quarter 4 filing reports.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ***************** and ###-###-#### EX *******Sincerely,Michael P***Client Services ManagerCustomer Answer
Date: 03/21/2024
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:03/06/2024
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 run a business in Illinois. I hired a lady from Arkansas to help with some service tasks for my office. In order to do that, I had to get a tax ID number setup in Arkansas. Paychex helped me understand what I needed to do. I completed all paperwork they asked for. I was sent an email saying they received everything and had everything setup. I noticed on the second paycheck that the employee was never set up correctly. The company has been incredibly difficult to get ahold of. They do not return calls, and every time they seem to fix the issue they make it worse. I just got a call that they paid my out of state employee again for the December period (that I already paid her for). Again, I called them and I cannot speak to anyone that can help me. Each time charging me additional fees to make the matter worse.Business Response
Date: 03/29/2024
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.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at: ******************* | ###-###-####Sincerely,Tarik S****Client Service Manager
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