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.
- 183 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:02/05/2024
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.
** ************** * ******** closed in March 2023. Jan 29 2024 Contacted Paychex after being contacted by former employees who had not received their W-2s and were unable to access their accounts. I called explained the situation and transferred (cold), mid call I was disconnected. This happened 3x. Finally spoke with a rep who identified herself as Mikki or Nikki, very helpful in locating the account and advising me that it had a hold on it. I asked how and why it was put on hold and where notice of this had been sent since the business was closed. She did not show that a notification had been sent. Only emails. I advised that there should not have been any active emails to send notice to if the business was closed, rather a notice to a physical address. She continued to review the account (her words) and advised she could waive the Hold amount ($229.43) and that the W2s could be mailed but that would cost $567.50 and it would take 14 business days. I asked if the W2s could be emailed in a PDF instead. She put me on hold briefly to check something, came back on the line and said that the file could be emailed and that we would just need to pay $279.50 to have it released. I confirmed her name, (Nikki/Mikki) and she gave me a number to call for payment *************,)and advised she was "putting this information in notes". The call lasted 36 minutes. Jan. 31, 2024, I called to make the payment and the rep told me no such arrangement was made, and no record of the call. She said her name was Mikki/Nikki and she did not speak to me prior. I asked for clarity to which I was told there was no explaining other than paying $796. I asked for some clarity regarding why I was given prior resolution and now it being changed. I asked for contact to escalate she told me there was No place to escalate. I left a message for Stacy B*****. 2/1/23 spoke with Stacy who advised she would call me back regarding situation/resolution. I am still waiting, no response.
Business Response
Date: 02/13/2024
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 their employees
had not received their 2023 W-2s. 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 taken care of for the client. If you
have further questions, you can contact me at ***************** or ************. Sincerely, Jennifer R*** Sr Manager, Enterprise ServiceCustomer Answer
Date: 02/22/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business contacted me 1 day following the submission of this complaint. However, it took a week to resolve a very simple matter. Once the company investigated, but never advised me of why there was a problem with me paying the $279.50 (cleared by Mikki). I was again informed of the figures provided in the initial complaint and offered a discounted rate of $264.75 for them to create and forward W2s to me for mailing. I was given a phone number to call for payment. I called the number and was advised that they were not aware of any discounted amount . AGAIN. I then had to contact Jenni the person I had been working with. I finally spoke with a rep and paid at 3:51pm and received the W2s at 6:00pm. Additionally, a week later i have been sent yet another email advising me that information I was not given through the entire 3 week interaction. The email advised me they would not be submitting the W2s to SSA or IRS and that I would need to do that. I am currently still dealing with this blow back. Please be advised that the customer service at Paychex needs additional training. A simple situation took 17 days, 10 phone calls, multiple emails and a complaint to get follow through.
Regards,
****** ****Initial Complaint
Date:02/04/2024
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 am filing a public complain against Paychex for failure to keep to their end of a contractual agreement in serving as a HR company for my business, ****** ****** **** *********, LLC. I am seeking a FULL REFUND of the fees I paid them so I can go hire a different HR company to manage my employees.
I entered a contractual agreement with Paychex Inc on November 14th, 2023 with mutual understanding that they would process my employees payroll, withhold federal tax returns and process other employee paper work including handbook, time and attendance and 1099 (see attached for contract). They agreed to do so in a timely manner on a semi-monthly basis 1st and 15th of each month.
However, this has not been the case in my almost 3 month experience with them. They either have a faulty software or faulty employees that process the payroll. It has to be either one of these. For 3 consecutive payrolls, one of my employees Emily, was not paid timely and waged bitter complaints against me her employer, who had nothing to do with it. In the first instance, I reached out to Paychex with the human consideration that mistakes do happen. They assured me they will switch to Auto Payroll. However, this happened again and again, leaving my integrity with my employee in a very dark place. She has bills to pay and as of today, 2/4/2024, she is still owed her most recent check which Paychex did not process.
Instead of taking accountability, the supervisor in charge of my account, Courtney K****, was very arrogant and quick to dismiss my claims, stating she will assign my account to another specialist. I do not know what to call such a chain reaction in a company as big as Paychex. I am more disappointed than I am angry at the level of incompetent service I received. I would like to hire another HR company and start all over again, but not without Paychex paying for their failure to uphold their contractual obligation.
I am seeking a FULL REFUND of he total amount I paid them including set up fees. I will await their response before proceeding with an Arbitration process and filing with Labor & Industry. Thank youBusiness Response
Date: 02/06/2024
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 there were two payrolls that were not processed timely. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Michelle M
A****Implementation ManagerCustomer Answer
Date: 02/08/2024
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. The contingencies are as follows:Paychex Implementation Manager Ms. A**** spoke to me over the phone and assured me the company will issue a full refund of all I paid them within 5 - 7 days, if I do not receive the refund, I will have legal grounds to pursue ArbitrationPaychex will also provide directions on how to handle the Federal Taxes they withheld for my Employee if this is refundable. However, If it is not refundable, then the total Federal Taxes for the employee earned within those months will be considered paid by ****** ****** **** ********* LLC and we will have no Federal responsibilities for those taxes.
Regards,
******* ********Initial Complaint
Date:01/31/2024
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.
On January 17, I reviewed my businesses Quarterly tax filings and noticed a mistake on the MTA-305 form. I had correctly input the information into Paychex for each employees' work location, but we were categorized at the higher tax rate. Our employees are based in Putnam county.
I notified my payroll specialist immediately. I received an email and a phone call that "something was being done" but there has been no follow up.
The higher tax rate was deducted from our account with no resolution and no way for me to know how Paychex will resolve this issue going forward.
I do not understand how important tax matters are not routed to a team, via a help ticket through a portal, so there is some assurance for the client as to what is being done to resolve the problem.
There is no follow up response to emails, no follow up phone calls and no way for Paychex clients to be assured resolution.Business Response
Date: 02/13/2024
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 Paychex
incorrectly filed the MTA-305 form for 4Q23.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************Sincerely,Danielle T******Client Services ManagerCustomer Answer
Date: 02/14/2024
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:01/30/2024
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.
On 12/29/23 I was notified by Paychex that my W-2 fees for the year would be $301.50. This represents over a $100 increase from the prior year - $199.93 (same number of employees). I emailed them on 12/29 and also left phone messages with my contact (Todd) on 1/4/24 & 1/8/24. He never returned my calls. I asked for their support for not honoring my contract.
I finally spoke to Alice on 1/9/24 and she was going to open a ticket on it. I had a contract with them that provided me with a 25% discount and a "Select" plan.
Invoice #**********. Client #**** ********* No one has ever followed up with me and they withdrew the amount of $301.50 from my account.
I would like a refund for the extra $101.57.Business Response
Date: 02/02/2024
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 they were notified
by Paychex on 12/29/23 about the cost of their annual W-2 fees. The company
noted that this was a 100 increase in price from the previous year and they
felt this was a breach of their contractual price. The company further noted
that they had difficulty in reaching a team member at Paychex to discuss this
issue.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************** *** ***** ******** * ********
Sincerely,
Derek W*****
Manager, Dedicated Service CenterCustomer Answer
Date: 02/14/2024
I apologize for not responding - I thought I did. This complaint was satisfactorily resolved. Mr. W***** was both helpful and delightful! Thank you!Initial Complaint
Date:01/27/2024
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.
Several issues has been ongoing since November 2022 And has potentially catastrophic repercussions with gdIRS that are unmanageable for me to afford as a small business owner. furthermore, it has damaged my reputation in my field.
The most pressing issue has been the late and incorrect 2022 tax filings for my 1099 contractors. I had hired them late in the season for my business and most of my payouts occurred before hiring them Issue payments for me. I was supposed to be able to have access to a specialist that was assigned to my business to help me with any issues, which was more expensive than the Cheapest package which would only give me access to a 800number random customer service agent. The salesman and the introductory specialist who was assigned to be there to assist me through learning the process of their system gave me explicit instructions on how to submit information for prior payments to be added to any payments that were made through Paychex after hiring them.I follow these instructions and submitted totals prior to the due date in December 2022. I was at that time moved to my permanent specialist and was never notified of any issue with my totals or contracter info. it was not until one of my contractors opened his 1099 that I found out that they were not only almost $1 million short of the total for all of the payouts, but they were 100 people short. I spent three months repeatedly, contacting My specialist with no action, and with often completely ignored, phone calls and emails, and most responses were argumentative and unproductive.
in March 2023 I decided to call repeatedly demanding a higher up. In which I finally was transferred to her manager. He made corrections, but they were not fully correct,. I informed" specialist, and did not receive a response until months later, there’s no resolution and no further contact And no service termination. I do not use their services and only receive spam and invoices for communication.Business Response
Date: 02/08/2024
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 having
issues with incorrect tax filings for their 1099 contractors. Furthermore,
there problems led to the want to terminate services which they note has not
been completed. 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 Derek
****** at extension ******* so we can attempt to resolve the matter. If you have further questions,
you can contact me at [email protected] or ***** ******** Sincerely, Derek ******Manager, Dedicated Service CenterInitial Complaint
Date:01/25/2024
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.
I had paychex to do payroll for a small business. After I stopped using them for services they continue to charge me for three former employees 401k. I have contacted the company many times to have this stopped. The first time they gave me a refund of money that was taken from my account. The second and third time was not successful at all. They have been charging me a monthly fee of $200+ from March 2 2020 till current date.Business Response
Date: 02/02/2024
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 were getting charged for the 401(k) Plan after requesting to terminating
the plan. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** ** ************ ext.
*******.Sincerely, Zach C**** Client Relations Service PartnerInitial Complaint
Date:01/24/2024
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 a small business owner, registered as an S-Corp. I am also the only employee. I was contacted by PayChex to do PayRoll in late 2022. Due to substandard service, rude employees, and unresolved issues, I terminated my relationship with them in September 2023. *** took over. However, the reporting Paychex has done is it shows that I have earned DOUBLE my salary each month, inflating my Payroll, and extra taxes. This resulted in me getting a W2 from *** showing that I have earned almost $30,000 more than I actually paid myself. This then resulted in massive IRS penalties and extra taxes (that I had to pay just to get them off my back). I need Paychex to FIX this and compensate me for all the time that I wasted on this, pay the IRS penalty fee, and pay the fee I now have to pay to get the accounting corrected. This is the first and major problem. The other issue I have is that Paychex would charge an extra premium for "late" Payroll. This is almost like a penalty of $90.00. This "late" penalty will occur if payroll is run a day before the actual payroll date. I asked Paychex to provide me with the legal authority to do that and I am still waiting.Business Response
Date: 01/29/2024
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
Paychex double filed his wages during the time he was with us in 2023. Thus, inflating his taxes and creating a
potential tax increase for him to pay. He also expressed concern over the
premium processing charges he incurred while with us for processing his payroll
under the 48-hour rule. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Jennifer G****Client Service ManagerInitial Complaint
Date:01/23/2024
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 am a small business and have trusted paychex to run by payroll. I needed a SIMPLE switch a bank account from one bank to another. I did this 8 days before a new payroll was to run. Fast forward to the day of payroll, nothing moves from the account. I check the Paychex Flex app and the banking account information that Paychex entered was wrong. I called the "Payroll specialist" and was told it was corrected on 1/19. It is now 1/23 and I have tried to find out why nothing has moved from my account. The payroll specialist, their supervisor have still yet to contact me. I am told from my bank that Paychex has placed me in "recovery department" and my account is on hold. No one from that dept has contacted me. I am in the middle of a commercial mortgage purchase and my banking has to be correct for my down payment. I call the Payroll specialist AGAIN at 4:15pm, he does not acknowledge my emails or calls and tells me he can't help AND to call the recovery dept. He is rude and dismissive and unhelpful. Paychex gross errors have caused me major issues all week and now my accounts and payroll are suffering. Separate issue: They also postal mailed me a huge stack of confidential check stubs for United Way, which is a big breach of confidentiality. I took the packet of checks to the United Way this morning. I pay for services from this company and have gotten zero support for errors that they created. See attached images to show the packet I received and the only thing that went through my bank account that payroll was supposed to come from.Business Response
Date: 02/05/2024
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 ******** ******** **** ******* PLLC stated payroll was processed under the incorrect bank account.
As of this date, Karen M******* has spoken to the client, rectified
the incorrect bank account within our system, and retrieved the necessary funds
to support the payroll that was processed.
I believe the matter to be taken care of for the client. If
you have further questions, you can contact me at ************ *** ******* ** ********************
Sincerely,
Heather R*****
Client Service ManagerCustomer Answer
Date: 02/06/2024
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:01/22/2024
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.
This company was debiting money from our account despite doing no work. We tried months ago to end our relationship with this company to no avail. In Nov 2023, I was finally led to Khance to let her know they were debiting money for which they provided no service. Her email states we didn’t end the service ( For which we tried) but not that they provided NO service. My CPA’s office sent me the dates they provided all the service for us and suggested we needed to get a refund which I have been attempting to do for sometime to no avail.Business Response
Date: 01/24/2024
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 Paychex
continued to bill them for services after their account should have been
closed.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at *** ******** ** *********************
Sincerely,
Robert Poletti, Client Service ManagerCustomer Answer
Date: 01/25/2024
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:01/22/2024
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.
They are not helping me close out my account. Saying its froze or blocked and that Im no longer a client (which Im not, because I cancelled in Nov23) They also withdrew a cancellation fee of 1500.00 before the actual date. I am disputing that as well. You cant take money from a business thats closed, theres no money. I need help gettting help from them and cancel my account!!Business Response
Date: 01/24/2024
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 the employer stated there was a
hold on the cancellation of the Pooled Employer 401(k) plan, there was a lack
of ownership being taken by Paychex to address the termination and the company
was seeking a refund of the $1,500.00 fee debited for the request.I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************. Sincerely,Lacey K*****401(k) Client Relations Representative
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