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

522 total complaints in the last 3 years.
183 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:01/19/2024
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 started with PayChex in 9/23. They stated several things that they never provided. One promise was access to their handbook creator application. After complaining about this to PayChex, they said they would upgrade my account to the next plan so that I could access their handbook creator. However, they did not upgrade my services as they said they would.

Second, I told my sales representative that I needed workers compensation and disability insurance. The sales representative acknowledged this, but then didn’t put it through. I now have a $1500 bill from the state. I contacted the corporate office about the issue, and they said they would help me once I received the notice from the state. I sent the notice as soon as I received it, but they did not assist me. I have had multiple issues with PayChex in only a few months time. After reading other reviews I will be checking my bank account to insure that they have not received more money than they should have. I will write another complaint about that information separately.
Business Response
Date: 01/23/2024
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
received a penalty from the state of NY Workers Compensation Board Bureau of
Compliance for $1500.00 and did not have a package change completed on their
account.
As of this date, I have spoken to the client.
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,
Paul M******
Client Service Manager.
Initial Complaint
Date:01/19/2024
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’ve been sent the wrong tax documents on repeat. My 1099’s were not correctly filed. They won’t accept certificates of existence which is what the state of Utah does instead of a business license. The amount of calls you get when you start is borderline harassment. I never actually have the supervisor call me, I always have to call back. I’ve had my representative not know my name or company and switch three times in 5 months. I’m still getting emails telling me to submit documents. It’s been a nightmare.
Business Response
Date: 01/30/2024
Thank you for your inquiry regarding ******** ***** ******
LC. 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
the company had issues due to having an improper taxpay setup due to being 1099
filers, and the misunderstanding from the company’s specialist about the
missing tax ID’s due to the company only having 1099s, and in turn not having a
business license in Utah. The business also acknowledged that the 1096, and
1099 is incorrect for 2023 due to over-reporting the business owner’s taxable
income.
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 Manager
Initial Complaint
Date:01/17/2024
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 spoke with Paychex and their Debt Collector agency ( *****) regarding Paychex not sending tax payments for quarter 1 and 2 to the ***. The Debt Collector agency representative stated that Paychex informed them that my agency tax deposits were held and used to pay down the debt of the last payroll that was returned. My agency processed payroll with Paychex from 3/24/23-6/30/23. The 6/30/23 payroll did not remit but the previous payrolls did, and Paychex withheld employee taxes but did not send the taxes to the ***. I contacted Paychex and explained the situation and that the taxes should have been paid to the *** once they were collected from my agency. I also informed the representative that the appropriate tax documents ( quarter 1 and 2) were not filed by Paychex. The Paychex representative sent an email to my previous account manager, his supervisor, and myself to inquire about the issue. I responded to the email with the emails from the *** stating delinquent tax deposits and tax returns as well as correspondence from the debt collector, stating that my agency’s tax deposits were used to pay the insufficient payroll. I have reached out to Paychex via email but have not received a response. To date, Paychex has not responded with a resolution, has not sent my agency’s tax funds to the ***, nor have they filed the appropriate tax forms for the respected quarter. As a result, my agency is now dealing with delinquent tax return fees, levies, and tax liens.
Business Response
Date: 01/19/2024
Thank you for your inquiry regarding ******** ********** and
********** ******** ***** 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 ******** ********** and
********** ******** **** stated Paychex had not completed the tax filings for
their client in quarters 1 and 2 of 2023.
They are now working with the *** as the failure to pay these
liabilities has led to liens, penalties and fines that must be paid by the
business. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ******************* ** ************ **** ******** Sincerely, William L*** Manager, Customer Service
Customer Answer
Date: 01/22/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.

[Paychex did not file the appropriate taxes or make tax deposits as stated in the contract for quarter 1 and 2 of 2023. The original complaint with the BBB was deemed invalid due to the business saying my business account was past due. However, this is not the truth. I do not have a account with Paychex. Paychex continues to bill me for services after I informed them to close the account-which now they are saying is "past due". During quarter 1, my account was in good standing. Taxes were deducted by Paychex from my employees and not sent to the *** nor were tax filings (941) filed for quarter 1 as stated in their "service agreement".

Regards,

********* ********
Business Response
Date: 01/23/2024
Thank you for your inquiry regarding ******** ********** and
********** ******** ***** 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 ******** ********** and
********** ******** **** stated Paychex had not completed the tax filings for
their client in quarters 1 and 2 of 2023.
They are now working with the IRS as the failure to pay these
liabilities has led to liens, penalties and fines that must be paid by the
business. I believe the matter to be addressed for the client. If you
have further questions, you can contact me at [email protected] or ************ **** ******** Sincerely, William L***Manager, Customer Service
Customer Answer
Date: 01/25/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
In a previous complaint Paychex stated that the reason they did not file my agency's tax returns for quarters 1 and 2 was due to my agency account being in "default". However, my agency account was not in default during those quarters. Per their contact ( summarized), Paychex agrees to complete payroll processing and all tax filings per agreed upon fee between Paychex and the agency. Paychex received monthly payment for their services during quarters 1 and 2 but did not file the appropriate taxes or make the tax deposits for those quarters. Paychex continued to charge my agency for services ( after quarter 1 and 2) even after I informed them that I wanted to close the account and would discuss paying the last payroll that did not remit with their collection agency. Paychex refused to close my account and continue to bill my agency for services my agency was not using ( Billing Inquiry Attachment). The Paychex Email attachment depicts a Paychex representative inquiring about why taxes for my agency were not filed and about filing a late return-which was never done. Mr. **** stated that Paychex withheld my agency's tax deposits due to the last payroll being returned and so they could be made "whole". That is conflicting, if anything Paychex should have filed the appropriate tax returns for quarters 1 and 2 as well as made the tax deposits for duration of when the account was not in "default" and they were reimbursed for services-as that is in their contract. They only payments that should have not been sent to the *** was tax withholdings for the payroll that did not remit. Instead they kept all of the withholdings from the time period in which they were reimbursed for filing my agency's taxes and tax deposits and during the time the account was in good standing. That is fraudulent activity.
Regards,

********* ********
Initial Complaint
Date:01/15/2024
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 hired Paychex in May of 2023 to process payroll for my solopreneurship. Things seemed to be running smoothly until I got a call in June asking if I wanted to learn more about their 401K. I agreed and attended a teleconference with two paychex employees. I told them at the time it wasn't right for me, but maybe in the future if I hired other employees I'd reach out. They said they could set it up to start in October if I had hired more employees by then and I told them that we could check back then. I sent a follow-up email on 8/9/23 confirming that I was not interested at this time so that I had something in writing and I got a confirmation in return. On November 9th, my business account was debited for a 401K contribution and 401K processing fees. When I contacted the office, no one was able to explain what had happened, but said the account had been set up back in July and they didn't know why it was just starting to debit the account. They then charged me $1500 to "cancel" the 401K account. The 401K sales reps I had spoken to had never mentioned any fee and had never reached back out about setting up the plan. I was told it would be reimbursed and the plan terminated but I continued to get charged. I canceled my payroll in writing (email and face form) and am STILL getting charged from PayChex HRS. I have 4 different paychex reps working on this and am no closer to a solution than I was 3 months ago. I am repeatedly promised that things are terminated and are being refunded and then charged for something else the next day. I have provided screenshots and forms electronically and in writing with no end in sight. There is no way to remove my bank account information on file and no way to "stop pay" electronic charges. This company is completely unprofessional. I have been working directly with K. Li****, A. Li****, C. A******, and T. L****.
Business Response
Date: 01/17/2024
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 the 401k plan was canceled and that billing for the 401k plan
continued.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************* ************ *** ********
Sincerely,
Dominic B*******
401k Client Relations Service Partner
Initial Complaint
Date:01/11/2024
Type:Billing 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 do my payroll with ***********, Mr Jon E****** who works for PayChex, the parent company of ***********, got my name from *********** and contacted me to represent me with the IRS to collect Tax refund for ERTC. He said there is no fees if I don't collect anything. After filling adjustments to my IRS tax I was surprised to see 3 withdrawals of $6850 each from my bank account By PayChecx.
I was devastated since I needed to pay the rent and my payroll and other obligation. I start calling *********** then PayChex and kept calling for 3 days until I got some attention and with very bagging and with frustration I got back 2 $6850. They kept the third one.
The reason and the explanation I got back was they needed to make sure I have money in my account.
I emailed Jon and his boss Skip multiple times to refund the charge of $6850 since I didn't receive any refund from IRS. They didn't respond. I want my $6850, there was no refund by IRS.
Business Response
Date: 01/18/2024
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
the company was not refunding the amount of $6850 as part of their ERTC
services.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ***********************
Sincerely,
Skip R*******
District Sales Manager
Customer Answer
Date: 01/19/2024
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 tried communicating with Skip, Jon E***** and the service department few times before I filed my complaint with BBB. He replied to the BBB but never one of them even bother to reply to my emails.
I have a copy of the contract that Jon sent me which clearly mentions that if I don't receive any refund from the IRS there will be no charge. You can not keep my money until the IRS refund that is if they refund. Once I receive the refund, $6850 will be earned. Please refund my $6850 until IRS refund.

Regards,

**** ******

Business Response
Date: 02/02/2024
Dear Lou Ann:
Thank you for your inquiry regarding **** ******
Agency/Allstate. 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
the company was not refunding the amount of $6850 as part of their ERTC
services.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ***********************
Sincerely,
Skip R*******
District Sales Manager

Customer Answer
Date: 02/06/2024
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 attached their ERTC Service fee, which clearly mentioned If I don't receive anything from IRS I would not pay any fees. It is not fair for them to use my money when I did NOT receive anything from IRS. We can NOT wait until IRS refund, what happened if they didnot refund. I need my money now and when I receive the refund then Paychex will get their service fee.
Mr. Skip from Paychex is going around and around by delaying the solution for this matter, not only that he is providing a wrong email address, when I email him the email comes back undelivered. I feel that there is a scam. I need my money now. Please help

Regards,

**** ******
Initial Complaint
Date:01/11/2024
Type:Billing 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.
We have been contacted by a collection agency claiming that we owe money for a funded payroll. They state that emails were sent and voicemails were left but we have neither. We can called Paychex about the issue research and make sure this is not a scam and we can not reach someone familiar with the issue. They have a call center and state someone will call you back but they do not. We need to speak with someone at the company who can research the issue and provide details to ensure that we are not being scammed.
Business Response
Date: 01/14/2024
Thank you for your inquiry regarding ***** * **** LLC.
Paychex takes complaints from our clients very seriously. We appreciate the
opportunity to help resolve any disputes that may occur. It is my understanding that ***** * **** LLC stated that
they have not been able to reach anyone with knowledge of their outstanding
balance with a collection agency. The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client’s update. The details of our resolution are attached. I believe the matter to be resolved to the client's
satisfaction. If you have further questions, you can contact me at ****************** or ###-###-####. Sincerely,Stephanie L****Client Service Manager
Initial Complaint
Date:01/11/2024
Type:Service or Repair Issues
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.
The Massachusetts Department of Unemployment told me that I had not paid unemployment fees a decade ago when Paychex handled my payroll. I requested Paychex look into this matter around Dec. 7, 2024 and was told it would take 25 business days to review. We have gone moved past 33 business days and I still have not received a response. My "client rep" has gone dark and will not respond to emails or voicemails. This is extremely disappointing as I am a small business owner who paid Paychex to handle my payroll. Extremely disappointing.
Business Response
Date: 01/19/2024
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 that they received a notice from the MA DUA department and
it has been 33 days with no update or resolutions.
The client was able to get resolution with the help of a Paychex manager. As of this date, the issues were resolved per the client's update. The details of our resolution are attached.
I believe the matter to be resolved to the
client's satisfaction. If you have further questions, you can contact me at ******************* ************ **** ********
Sincerely,
Dustin D*****
Client Service Manager.
Customer Answer
Date: 01/22/2024
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:01/11/2024
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've used Paychex for my small business since 2021 and they are the only payroll vendor I have utilized. I switched from a sole proprietor to corporation at the beginning of 2022 and this when everything fell apart. When switching over, I told him that everything needed to be set up as it was before including the tax pay service which is the only reason I use a payroll vendor. I was clear that I did not want to have to send in the taxes every pay period that I wanted to continue having Paychex remit the payment on my business' behalf. This never happened. They did not keep the tax pay service in place, causing my business to have penalties and fines as a result of the taxes not remitted timely. After many many many hours spent going back and forth with the State and Paychex, everything seemed to be resolved up until a recent call with my accountant and the IRS. The IRS said that I had Qtr 1 2022 taxes that were past due and that they would not waive an unrelated fee with the outstanding tax balance. It appears that while Paychex fixed the issue with the State they didn't do anything with the Federal account and left it as it. They failed to move the funds that they took from my business into the new account for the corporation and left the funds in the wrong account. My business now has fines and penalties racked up, for their error. I contacted Paychex by phone on 1/3/2024 for resolution and was told to email them and a supervisor would reach back out to me within 24 hours. Never happened. I called back on Friday 1/5 and let them know this is a time sensitive issue as the IRS only gave me until the 16th for resolution. They said a sup would call me back. Didn't happen. I called 1/8 and was told that someone would call me back the next morning. Didn't happen. I just got off the phone and was told that only a tax rep could help. I am getting the runaround and this is a time sensitive issue that they created. I am extremely unhappy and considering legal action at this point.
Business Response
Date: 01/21/2024
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 ********* **** ********* ****** stated
they had tax issues from 2022 with Paychex and the IRS and can’t get an answer
on why.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ***************** ** ************ ** *******
Sincerely,
Michael P***
Client Services Manager
Customer Answer
Date: 01/23/2024
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.
The response from Paychex is indicative of the level of care that they gave this situation. I did not have a question on taxes, nor did Paychex do ANYTHING to assist with the situation. After repeat calls, repeat promises from Paychex that a supervisor would contact me, I had to take care of the situation that they created on my own. I could not trust that Paychex would help and they ended up proving me right. A supervisor contacted me after the situation was resolved and days later than when was promised. They left me a message, said they would call me back later that day and then didn't. I spoke to the supervisor the next day, after I had to take care of the situation myself. So, Paychex did nothing to resolve the issue and wasted hours and hours of my time because they promised service they couldn't provide for a situation they caused.
Regards,

********* ****
Initial Complaint
Date:01/10/2024
Type:Service or Repair Issues
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, whom I use to process payroll, contacted me about the ERTC credit being offered by the federal government. I didn’t think I qualified since I didn’t have a loss is sales. Their rep stating I did qualify and pushed for me to file for this. The claim was put on hold by the IRS and upon me consulting with my accountant, I found out that I actually don’t qualify since I didn’t have a loss. This is also why it was put on hold by the IRS. The Paychex rep lied to me and pushed me to file even though I don’t qualify. Based on their standards, everyone qualifies which is simply not true. If I had not canceled, then I would have been committing a crime. They are unwilling to provide me with a refund for the “services” they mislead me into. Their employee told me that this program was just another way the federal government was trying to give money to small businesses. I just want a refund since I was lied to and mislead.
Business Response
Date: 01/18/2024
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.
As of this date, I have spoken to the client, and have assisted to the best of our ability.
I believe the matter to be addressed for the client. If you
have further questions, you can contact me at ********************* *** *************
Sincerely,
Nate G*******
District Sales Manager – HR Services
Customer Answer
Date: 01/19/2024
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:01/05/2024
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.
signed up with Paycheck service in June 2023 business faced hardship Dec 23,2023 during that time a payment for payroll services was processed , in trying to get issue rectified i was blocked from getting my tax reports, My employees were blocked from receiving paystubs ( also note the ones requested we had previously paid money for , refused to let me access documents and reports we paid for, customer service rep was rude , After contacting they firm continued to give me the run around and block me from accessing any of my reports which was not only illegal but a violation of my current BK order
Business Response
Date: 01/15/2024
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 were trying to get their issue rectified and were blocked from accessing
reports and paystubs. They also claim this is a violation of their bankruptcy
order. As of this date, I have communicated with the client.Please see the attached.If you have further questions, you can contact me at ******************** or by phone at
###-###-####.Sincerely,Jeremy S******Sr Manager, Collections Risk

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