Complaints

This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  286 Washington Avenue Extension Suite 100 Albany, NY 12203

  
• 

  Paychex Inc

  215 Greenfield Parkway Suite 100 Liverpool, NY 13088

  
• 

  Paychex

  3875 Hopyard Rd # 175 Pleasanton, CA 94588-8504

• 

  Paychex

  19853 West Outer Drive Dearborn, MI 48124

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:01/05/2024

  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.

  The Company Paychex submitted my W2 earring to the IRS twice for the year 2020. which has cause me to loose my Social Security Disbility benefits for being visually imparied for earings being over the income quideline.

  

  Business Response

  Date: 02/07/2024

  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 an employee of ******* ******* *********** ****** ****** stated they were having issues due to an issue with
  their 2020 W-2 filings.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ###-###-#### or ********************** Sincerely,Michael D*******Client Service Manager

• Initial Complaint

  Date:01/03/2024

  Type:Product 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 canceled with this company over a year ago they will not stop going into my business account taking money for services never rendered

  

  Business Response

  Date: 01/05/2024

  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 billed from Paychex after canceling the 401k services.

  As of this date, I have spoken to the client.

  Please see the attachment.

  I believe the matter to be taken care of for the client. If you
  have further questions, you can contact me at *******@Paychex.com ***** ******** *********

  Sincerely,
  Sherry T*****
  401k Client Relation Service Partner

• Initial Complaint

  Date:01/03/2024

  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.

  At the beginning of October 2022 Paychex HR reached out to me thru zoom to offer their HR services. The one product that I thought would be a fit for my business was their 401K plan. They highlighted how I would qualify for certain tax credits and that I can cancel any time. I agreed over zoom to give it a try. After our zoom call I was sent a contract by email via doc u sign. In subject line of the email it said URGENT TIME SENSITIVE. In the email body of email it says docs are timed stamped and needed to be sent back same day. 30 minutes after the first email I then received another email and a call urging me to get the docs back. So I signed the docs to get the process started. I had the plan for a few months my employees were still not interested so I decided to cancel the 401k plan. Upon cancelling I was notified that there would be a $1,500 Cancellation fee. After cancelling I was charged the remaining balance from a $2,500 set up fee. All fees were not discussed during the sale process. After it was all over I reached out to the HR rep that sold the product and told her that she never explained all the hidden fees. All I was asking for was to credit me the hidden fee charges. Since I was rushed into signing there contract. I was reminded again about the tax credit. I was giving her an opportunity to make things right with me but all I got was, that she would reach out to someone and get back to me.

  

  Business Response

  Date: 01/05/2024

  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 unaware of any termination fees at the time of set up as well as any
  outstanding balances owed for the cost of setting up this plan if they chose to
  cancel it.
  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ************ * ******** ********paychex.com
  Sincerely,
  Patrick J****
  401(k)/S125 Team Lead
  

• Initial Complaint

  Date:01/02/2024

  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.

  This complaint is against Paychex, Inc. for their failure to manage payroll tax filings correctly, leading to significant errors and financial repercussions.
  
  Key Issues:
  
  Incorrect Filing Frequency and Non-Compliance:
  Despite our multiple requests since October 23, 2023, Paychex failed to update our tax filing frequency from quarterly to monthly. This led to late filings and penalties. According to the Department of Taxation, they only send notices for changes in filing frequency (e.g., from quarterly to monthly or vice versa). Hence, it was Paychex's responsibility to comply with our requested filing frequency.
  
  Mismanagement and Lack of Accountability:
  Paychex incorrectly set our filing frequency as quarterly since January 2023, causing late filing issues. Their claim of relying on tax agencies for filing frequency information is misleading and does not absolve them of the responsibility to follow client instructions.
  
  Unsatisfactory Response and Resolution Efforts:
  In response to these issues, Paychex representative X stated that they do not believe this to be a result of their error and advised us to work directly with the tax agency or hire a CPA. This response is unsatisfactory and shifts the responsibility of resolving their mistake onto us, the client.
  
  Reason for Hiring Paychex:
  We selected Paychex for their expertise in payroll management, expecting accurate tax filing services and administrative relief. However, their services have led to further complications and financial strain. The department gave us 10-day suspension notices(vendor license ).
  
  Due to Paychex's errors and failure to acknowledge responsibility, we have experienced unnecessary stress and financial burden. We expect Paychex to recognize their mistake, and compensate us for any penalties or losses incurred.

  

  Business Response

  Date: 01/16/2024

  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
  Paychex failed to manage proper tax filing for Ohio state withholding,
  resulting in additional fees to the company and potential vendor license
  suspension.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Ashley R*****Client service Manager, Dedicated Service Center

• Initial Complaint

  Date:12/31/2023

  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 used Paychex for Payroll to pay a household employee (nanny) starting in Jan 2023.
  Multiple times lack of communication and no response from Paychex lead to incorrect changes on my account. I was promised refunds (which I have emailed record of) that never came. Ultimately, in June 2023 I requested to cancel my Paychex account, which I was told was completed and all necessary paperwork had been sent to my worker's comp insurance company to cancel the policy.
  (No longer had employee at this time either and should have also had a refund from *******)
  
  Since then, ******* has confirmed 2x they have not received necessary paper work to cancel the policy. I am due to be billed again in the amount of $395 to renew this policy. I have reached out to all contacts at Paychex and only been given the run around. No one there has given the paperwork needed or a resolution. I have called all numbers they have provided to me and nothing. I have many email threads showing the communication and empty promises from this company.
  
  They never gave promised refunds and still have not properly cancelled my account and are refusing to help further. I am about to be charged another $395 that I cannot stop without the paperwork from Paychex.

  

  Business Response

  Date: 01/04/2024

  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
  a request to cancel Workers Compensation with ******* ***** ******* had
  originally been made in June 2023, and that there was a lack of communication
  and follow up to resolution.
  As of this date, I have emailed the client.
  Please see the attachment.  I believe the matter to be taken care of for the client. If
  you have further questions, you can contact me at ******************* ** ************ **** ********

  Sincerely,
  Lauren K*****
  Escalation Specialist – Paychex P&C Insurance Department

• Initial Complaint

  Date:12/27/2023

  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.

  We have had paychecks for a while and for the last year we have had nothing but problems and called and called and never got any help our person was ****** and she was always on vacations, never called us to do payroll was always mean and snarky and every time we called to get help we were sent to someone else and they said they would call the manager and leave a message we NEVER got any calls back! We have recently left paychex and went to someone else starting in September! And we talked to ****** and canceled our paychex even ******* called us and we told him we are no longer with paychex and they have taken money out from our account every single month October was 50.43 November was 11$ and now December they charged us 105.69 for tips and taxes when we don’t even use paychex anymore this needs to be stopped now!

  

  Business Response

  Date: 01/02/2024

  Thank you for your inquiry regarding ******* on **** ****
  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 ******* on **** **** stated that
  Paychex billed the client after she left the services. I believe the matter to be addressed for the client. If you
  have further questions, contact me at ************ ******** ** ******************* Sincerely, Jennifer K****Jennifer K**** Client Services Manager

• Initial Complaint

  Date:12/25/2023

  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 been a payroll provider to ******** ****** ********* *****, Paychex corporation is responsible for processing payroll, filling all state taxes and IRS fillings and payments. In 2020 Paychex failed to file IRS payments on time, I notified Paychex soon as IRS notified the business. Paychex knowledged the error they should have filled biweekly instead of monthly. After months of battling with Paychex and IRS Paychex IRS forgave some penalties and interest per Paychex corporate. Paychex provides a service and takes full responsibility per contract, on 9-14-2021 Paychex made a payment of 17.59 only. The initial payment should have been $909.82. On 11/13/2023 notice was received with balance of $1022.20 from IRS with same issue for 9/30/2020 941 filling. I have been reaching out to Paychex as of date notice received I’ve spend countless hours on hold with IRS with no resolution. Paychex is responsible for the payment just as they should have been in 2020, but I have no way to get a hold of anyone in this large corporation to resolve their irresponsible action and neglect. I am hoping for assistance please.

  

  Business Response

  Date: 01/05/2024

  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 the IRS has a balance due for penalty & interest from 3rd quarter 2020 which Paychex failed to resolve. I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ****************** ###-###-####Sincerely,Nicole B****Strategic Relationships Manager

• Initial Complaint

  Date:12/19/2023

  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.

  Late February of 2023 my company, Absolute Remodeling Inc. began with Paychex. I used them for payroll until June of 2023 where I cancelled with them and switched to Phoenix. They recognized that I cancelled, but continued to charge my account with fees monthly including some double charges for the same services (all of which were services that I had cancelled). Today, December 19th 2023, I was on the phone with Paychex representatives yet again and finally started to get some answers. The representative told me that they did receive my cancellation in June and it was filed but their staff never followed through with it. He said that he would contact their department that handled the cancellations, but did inform me that they would not be reimbursing me for the fees charged post cancellation. Every time I attempt to contact them and get to the bottom of them continuing to charge my account I am passed from department to department always unsuccessfully. The post cancellation charges on my account now exceed $1200 and since June I am still unable to reach resolution with this company.

  

  Business Response

  Date: 12/26/2023

  Dear Lou Ann:
  
  Thank you for your inquiry regarding Absolute Remodeling 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 Absolute Remodeling Inc. stated their
  payroll and Worker’s Compensation products were not canceled on the date in
  which they had requested.
  
  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at *******@paychex.com and ************ ext
  5201841. 
  
  Sincerely,
  
  
  William Land
  Manager, Customer Service

• Initial Complaint

  Date:12/16/2023

  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.

  This company is scheduled to pay two payments to the IRS per quarter for my organization's quarterly taxes. I received a letter in Nov from the IRS that I sent to this company stating the amount owed to the IRS for not making the second payment for the third quarter. Management is not taking my calls any longer, and I have received a final notice from the IRS. When I called the IRS they told me the first quarter was missed as well of which the system will pick up on soon and the third quarter. I was told Jan 4 a levy would be put against my property if payment for third quarter is not paid. This needs to be paid before a levy is placed on my property! Attaching the first notice sent to them. The amount below reflects what is due with interest based on the December 11 final notice.

  

  Business Response

  Date: 12/20/2023

  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 tried to work with Paychex to get a resolution for a Q3 2023 IRS tax
  matter. The IRS sent a notice, stating penalty and interest of $512.93 and the turnaround
  time for resolution was not communicated to the client.
  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,
  Jennifer K G****
  Client Service Manager

• Initial Complaint

  Date:12/11/2023

  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.

  Our small business signed up to use paychex about a year ago. Things were going fine until we started getting notices from the Virginia department of Taxation that we failed to file a return. This happened every quarter and every quarter I called paychex and was told they would file the returns. I ended up having to file the returns myself and pay the fines. During this entire time, I sent numerous emails and documentation to paychex. Their response rate was terrible and unsatisfactory. Given their poor performance we ended our relationship with them in November, only to find that in December they charged our account $279 for a variety of services. I called customer service and they were not helpful in the slightest so I asked that a supervisor call me back and am still waiting for the call. I wish I had done more research on this company, it has been one headache after another.

  

  Business Response

  Date: 12/18/2023

  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
  charged for additional services after ending their relationship with us, as
  well as, failed to file Virginia State Income tax returns on the companies’
  behalf. Thus, resulting in *** ******* receiving additional penalties and fines
  from the agency.
  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,
  Ashley R*****
  Manager, Client Service

  Customer Answer

  Date: 12/18/2023

  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,
  ******** *******