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

  33 Dodge Road Suite 110 Getzville, NY 14068

  
• 

  Paychex, Inc.

  5450 Frantz Rd Ste 100 Dublin, OH 43016-4135

• 

  Paychex

  1955 Lake Park Dr Se # 100 Smyrna, GA 30080-7649

• 

  Paychex Inc

  1200 Premier Dr # 120 Chattanooga, TN 37421-3729

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:07/10/2025

  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 requested a withdrawal on 6/26/2025 which was approved on 6/27/2025. The funds were withdrawn and I saw that my shares were traded. I went through all necessary steps for a wire transfer and checked daily for updates. I called yesterday (7/9/2025) and was told the transaction was voided and that I’d have to get a response from the distribution department. I called back today and was told that my funds were just traded yesterday and that I’ll have to wait an additional 3-5 days to receive my funds but the entire time the customer service agents gave me conflicting stories as to the whereabouts of my funds as did the website. I’m asking for my funds to be sent overnight with all fees waived.

  BBB spoke to the consumer and took this additional information:  The money is showing as transfer (money sent) however I was charged a $100 fee.  That money was on hold for 2 weeks and could have been earning interest.  Refund the $100.00.
  
  Employer:  ****** ****** *****, Philadelphia, PA

  

  Business Response

  Date: 07/14/2025

  Thank you for your inquiry regarding ****** ****** ****s.
  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 participant stated that they
  experienced delay in the request of their 401(k) distribution.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 Partner

• Initial Complaint

  Date:07/10/2025

  Type:Product 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.

  I contacted paychecks for business that I needed a payroll. We started up on an agreement that I was gonna get the basic payroll.. I’m still working on getting contracts to do a full payroll later. I told him that I wanted the HR packet so the HR packet. They never gave me the product. I never receive any product from HR services and they keep charging my account every time they keep taking out money from my account. I contacted them several times and my bank also file a claim at this point they have not refunded the money that they took out from my account that they never gave me any services. I told him that i did not want that package anymore they kept taking money from my account. They agreed that they were going to refund me the money and they did not refund me. They refunded just $330 and the balance that they have to pay me is about $1800. Kurt keeps telling me that the corporate office is looking at it but I have not heard from them. It’s been more than a month and i need my money back asap
  
  
  hour.

  

  Business Response

  Date: 07/24/2025

  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 were charged a monthly HR Partner Plus Service which the client
  wanted immediately but did not start the service until after she was charged,
  at which time the client wanted to cancel and receive a full refund.  Additionally, the client was being deducted
  standalone services they were not aware of such as employee screening services
  and payroll.  I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************, ###-###-####.Sincerely,Joanne R. B****, PHR, SHRM-CPHR Services Area Manager

• Initial Complaint

  Date:07/09/2025

  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 called in in march to remove my 401k from this company, they have run me around in circles for four months now so they could up the fees to remove my 401k, I have called in every two weeks for four months to get this resolved and now they want to charge me an a new fee different from the march fee because THEY have delayed this for four months, I just want to roll over my 401k, they have ALL the documents they need to do such and they refuse to do so. the fees went up July 1st, they waited until june 30th to send me the proper paperwork and are claiming the fee goes up because they wont process anything until july 1st.

  

  Business Response

  Date: 07/21/2025

  Dear *** ***: Thank you for your inquiry regarding ******* *** ***** PC.
  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 ******* *** ***** PC stated that
  a participant experienced difficulties with requesting a rollover/distribution
  from the plan. I believe the matter to be taken care of for the client. If
  you have further questions, you can contact me at ********************. Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### ********

• Initial Complaint

  Date:07/08/2025

  Type:Billing 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.

  I approached Paychex to look an adding Payroll & other services. The overall package fees were expensive, and I told them I would not being moving forward. I was in the middle of our busy season, so I didn’t notice the $93.67 come out for PX HRS-401K. I called Paychex to review and was told I signed up for a 401(k). I did not sign any documents, all I remember signing was a e-signature package they told me was to get a quote for the 401(k). When I asked to see it I was sent a encrypted email with what appears to be some unknown language. I was never approached to set up a deduction by anyone at Paychex, I did speak to the advisor they assigned but told them I had cancelled the plan. When I reached out the Paychex rep Brandon advised there was a set up and a cancellation fee. I believe they used predatory sales tactics and did not listen to my requests at all. I asked for a supervisor no one was willing to talk to me, so I am asking for assistance in getting a solution. Any fees collected should be returned and the plan should be voided. I asked Mr. Brandon several questions and could not answer them.

  

  Business Response

  Date: 07/16/2025

  : 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 they did not sign up for a 401(K) plan. The client was able to get resolution with the help of a 401(k) Team Lead. As of this date the issues were resolved per the client's update. The details of the resolution are attached.I believe the matter to be resolved to the client's
  satisfaction. If you have further questions, you can contact me at ******************* or ###-###-####.Sincerely,Patrick J**** QKA401(k) /S125 Team Lead

• Initial Complaint

  Date:07/01/2025

  Type:Billing 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.

  I began business with paychex in January and the original signed proposal for my 10 emplyees was $120.28 per payroll run and a 1 time paychex enterprise $400 fee with the one time PaychexTime fee being waived and 6 months free. (screenshot attached) After the original document was signed my sales rep Alex realized that he didn't add the android Kiosk option in so he had to add it after the fact. I specifically asked him via text if all the terms remained the same and he said "It increased price by $50 for the month, I'll decrease your biweekly invoice by $25 to make it even" (screenshot attached). On my first invoice I was charged $870. $400 for the agreed upon 1 time fee, $70 for a premium processing fee that was later reversed and $400 for the PaychexTime one time fee that was suppose to be waived. January was one of the free Months so there wasn't a payroll running fee. I contacted Alex mid January about the extra charge and he assured me that it was a mistake and that he would get it fixed. In February I realized that I was being charged the $50 Kiosk fee but my payroll runs had not been adjusted like agreed upon and I still wasn't seeing the $400 refund so I let Alex know and he said that he received an email saying that it was being taken care of. March came and still no refund so I text Alex again but he ignored that text. April came and still no refund or price adjustment so I emailed Alex with all the screenshots I had and CC his manager Paulino A*****, Alex responded stated that I shouldn't have been charged the $400, he also requested to lower my payroll runs by $30. May came not only was there no refund or lower adjustment I was charged for a month that was suppose to be free and the price went up $7.50. I emailed Alex but his email came back as undeliverable so I emailed Pauino who simply forwarded my email to Joseph B**** who said he would get it all fixed but still hasn't and is now not responding. I'm owed $620 and a 32.50 per run reduction.

  

  Business Response

  Date: 07/14/2025

  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 discrepancies with their billing and charges.As of this date with the assistance of a Paychex Manager we were able to ensure resolution. 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 ****************** ###-###-####Sincerely,Stephanie L****Manager, Client Service 

  Customer Answer

  Date: 07/14/2025

  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:06/29/2025

  Type:Customer Service 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 faxed an RMD form on 6/17/2025 and called the following day, and was told that it wasn't received and to send it via USPS, I did, and it was delivered to them 6/23/2025. I was also asked to email the form to a supervisor, ********************* for it to be attached to my file. I did, and attached the original fax confirmation.
  6/23/2025 I received a replay to a request I sent earlier re: form of payment. And I was inform that they received the original fax. I then went on their chat and after giving all my credentials to a worker, I was asked and abruptly dropped from the chat, to contact my former employer, as there wasn't an account in my name. I mentioned to them earlier that I retired in 2017 and the company was no longer in business. After spending 45 minutes trying to get a supervisor to validate my claim, I was told that they will review and let me know their decision in five business days. I have been trying to find someone who owned the company unsuccesfully. My account value is in the $20K. All I'm trying to get is the 5% RMD, minus 20% tax retention. I read bad reviews online re: Paychex MO dealings, and I no longer trust this company. I'm a senior and unable to afford an attorney to deal with these people. Please help. Thank you. My former employer (******** ******** ******) info is entered into the box below.

  Customer Answer

  Date: 07/07/2025

  Duplicate complaint merged:My former employer (I am retired) put my 401K retirement account with Paychex. 6/17/2025 I faxed RMD form, and I was told it wasn't received, to send it via USPS which I did 6/18/2025. 6/23/2025 I was on the chat for a while with the company and I was told that I needed to contact my employer, as there wasn't an account in my name; and was disconnected abruptly. I called again and spent a long time with a young male called Chris. I gave him the USPS tracking info that corroborated the envelope was delivered to them 6/23/2025. I had an emergency and needed my 5% RMD ASAP. Chris said they would research and let me know the outcome. My former employer is no longer in business. I have tried to contact someone for help unsuccesfully. I read not so good reports on BBB about the company. I would appreciate any help from your organization. I entered a complaint last week, but it doesn't show. Please help. ****** ******, facily administrator at ******** ******** ****** was the last person in charge of the company.

  

  Business Response

  Date: 07/09/2025

  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 issues with processing a distribution request.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ###-###-####, ext. ******* or by
  email at ******************Sincerely,Zach C****401(k) Client Relations Service Partner

• Initial Complaint

  Date:06/27/2025

  Type:Customer Service 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.

  *********** ******s LLC (Paychex Client #********) closed all business/payroll accounts in March 2023, terminated all employees, and ceased operations. Despite this, Paychex continued to debit our account for “Paychex EIB Invoice” subscription fees monthly from April 2023 through June 2025, totaling $1,878.85. Discovered during a June 2025 financial audit. I immediately contacted Paychex (Kingsada K**************, Danni S****, Jessica R*******, etc.), submitted all required cancellation/separation forms, and provided transaction records. Multiple staff assured me a refund was in process, but as of today no refund, timeline, or clear point of contact has been given.
  
  Charges withdrawn (date | invoice | amount):
  
  4/10/23 ********************* $98.40
  5/10/23 ********************* $76.00
  6/12/23 ********************* $60.00
  7/10/23 ********************* $60.00
  8/10/23 ********************* $76.25
  9/11/23 ********************* $60.00
  10/10/23 ********************* $60.00
  11/10/23 ********************* $60.00
  12/11/23 ********************* $60.00
  1/10/24 ********************* $60.00
  2/12/24 ********************* $205.50
  3/11/24 ********************* $60.00
  4/10/24 ********************* $60.00
  5/10/24 ********************* $76.25
  6/10/24 ********************* $60.00
  7/10/24 ********************* $60.00
  8/12/24 ********************* $78.00
  9/10/24 ********************* $60.00
  10/10/24 ********************* $60.00
  11/12/24 ********************* $78.00
  12/10/24 ********************* $60.00
  1/10/25 ********************* $60.00
  2/10/25 ********************* $88.00
  3/10/25 ********************* $78.00
  4/10/25 ********************* $60.00
  5/12/25 ********************* $60.00
  
  Seeking immediate refund of $1,878.85, account closure confirmation, and single point of contact. Complete records available.

  

  Business Response

  Date: 06/30/2025

  Thank you for your inquiry regarding *********** ******s 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 *********** ******s LLC stated
  the business was charged for services after they canceled with Paychex in April
  2023. Paychex does not have a record of their cancel request and the client
  does not have access to the email address that was used to submit this request
  due to the business email address no longer in use.  As of this date, a Paychex manager has worked directly with the client on the 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,Chris D*** Client Service Manager

• Initial Complaint

  Date:06/25/2025

  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.

  In March 2025, I submitted a formal request to cancel my 401(k) plan with Paychex and roll it over to another provider. I completed and signed all necessary documents as requested by Paychex to initiate this transfer.
  
  Since then, I have been waiting for Paychex to issue a check so I can complete the rollover to my new 401(k) service provider. As of today, June 25, 2025 — more than three months later — I have not received the check.
  
  Despite multiple follow-ups, Paychex has failed to process the request or provide any clear resolution. What’s worse, they continue to charge me monthly 401(k) service fees for an account that should have already been closed. Their customer service has been unhelpful, repeatedly transferring me from one representative to another without actually resolving the issue.
  
  I am requesting the following:
  1. Immediate issuance of the rollover check to my new 401(k) provider
  2. A full refund of all monthly 401(k) service fees charged after my cancellation request in March
  3. Written confirmation that the account has been closed and no further fees will be charged
  
  Paychex’s delays and poor handling of this matter have potentially jeopardized my retirement savings timeline. I ask BBB to assist in escalating this complaint and holding Paychex accountable.
  
  
  Thank you.

  

  Business Response

  Date: 07/01/2025

  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 experienced difficulty in trying to close their 401(k) plan.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 Partner

• Initial Complaint

  Date:06/24/2025

  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.

  Rolling over 401k via check in the mail. Check was mailed 5/29. Was first told that they hadn’t received my check. Called ********* who distributed the check and was told check was cashed 6/20. Called Paychex back and told them that it had been cashed. They then said they had record but I don’t know who to believe at this point. I need to make sure check was received by Paychex and that it will be rolled over into my account.

  

  Business Response

  Date: 06/30/2025

  *** ******** ********* ** ******* IncCase: ********Dear *** ***: 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 a previous employee of *** ******** ********* ** ******* Inc stated they were advised the rollover check
  sent to Paychex was cashed but were unable to confirm the statue and next
  steps. As of this date we have worked with the employee and 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 *******************, ###-###-####Sincerely,Sherry T***** 401k Client Relation Service Partner

  Customer Answer

  Date: 06/30/2025

  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.
  
   Check had not been received via mail although told it would be overnighted 4 days ago. Correspondence needs to take place between Paychex and ********* to ensure reversal or transfer takes place. ********* is very confused about this situation. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 07/01/2025

  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 a previous employee of *** ******** ********* ** ******* Inc stated they were advised the rollover check
  sent to Paychex was cashed but were unable to confirm the statue and next
  steps.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 Partner

• Initial Complaint

  Date:06/20/2025

  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.

  Letter of termination of services was sent to Paychex on March. Representative in charge of the account did not close the account as requested. Several emails were exchanged, the representative confirmed early May the account was "in process of closing". Still in June the account was not closed, Paychex charged my business with a $61.86 fee for not having processed any payroll since March, and when I inquired about it the representative could magically close the account in 2 days (after the undue amount was charged).

  

  Business Response

  Date: 06/25/2025

  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 payroll
  account wasn’t closed timely as requested to have this done in March.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** or by phone ###-###-#### ********.Sincerely,Una B******Client Service Manager