ComplaintsforPaychex Inc

• Initial Complaint

  07/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stopped using Paychex in 2019 for my small company payroll and I received a request from State and Federal entities requesting documentation that Paychex should have sent. I have contacted Paychex numerous times requesting quarterly and end of year reports for 2019 and I can not get a response. This has happened before with them once I severed my relationship with them. Everything is done online and since I don't have a current login with them, I can't access my previous documents for those years Paychex did my quarterly reports. There should be a way to access my old files even though I'm no longer a customer. I can't get what the State needs without Paychex contacting me. So FRUSTRATED with Paychex!

  

  Business response

  07/16/2021

  Dear Better Business Bureau,
  
  Thank you for your inquiry regarding **** ****** Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  It is my understanding that **** ****** stated they are requesting end of year reports for 2019.
  As of this date, we see that **** ****** moved the processing of her monthly payroll from Paychex to her CPA.  Per a conversation with Paychex representative Linda M********** on 10/01/2019 **** had already moved her payroll processing to her CPA to save the expense of processing with Paychex.  The last payroll processed with Paychex Inc was for September 2019.  Because **** ****** Inc processed the final payrolls of 2019 with her CPA, Paychex would not have processed the 2019 end of the year tax returns, including W-2s.  These would have been the responsibility of her CPA.
  I believe the matter to be resolved.  If you have further questions, you can contact me at ###-###-####, or *******************.
  
  Sincerely,
  
  David M. G****
  Client service Manager

• Initial Complaint

  06/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had two companies, both had accounts with Paychex for payroll service, COBRA administration & FSA administration. *** and *** are the accounts. We merged *** with our parent company *** January 1, 2021 and worked with Paychex to transfer all employees from one account to the other. Paychex did not close the *** account. Paychex did not transfer the *** employee's FSA accounts. Paychex continues to withdraw money from the *** bank account. *** has no employees but Paychex continues to withdraw COBRA charges to the *** account - that has no employees. There continues to be misc unidentified transactions from accounts made by Paychex with no documentation provided. We have tried to resolve this and simply cannot get answers. I have called and emailed since December to resolve these issues. We are a public agency so these are tax dollars. I have had numerous people either by phone or email saying they will get back to us - that it's another department yet NO ONE has done anything.

  

  Business response

  07/12/2021

  To Whom It May Concern:
  
  Thank you for your inquiry regarding *** ************ *********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to address any disputes that may occur.
  It is my understanding that *** ************ ********* Co stated they experienced issues with COBRA and FSA when merging two of their accounts.
  As of this date, Sr Payroll Manager, Joe B**** assisted in moving the client’s FSA to the correct merged account and ensure the closure of the client’s previous ID. Our Cobra team has also backdated a cancellation date for COBRA to 12/31/2020. In addition, a refund of COBRA payments from January to May has been initiated. The total refund is $150 ($30 per month) and will take 7-10 business days to process.
  
  If you have further questions, you can contact me directly at *******************
  
  Sincerely,
  
  
  Becky K****
  Client Relations Supervisor

  Customer response

  07/21/2021

  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.  I have to express my sincere appreciation for Paychex' Joe B**** who took each issue and immediately got to work to resolve each one. His level of service to what was a series of complicated mishaps was an example of what we had been used to from Paychex in the past which kept us as its client for more than 15 years.  
  
  Regards,
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  06/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was forwarded to Paychex Insurance Services from *********** in order to get 1. workers compensation and 2. disability + paid family leave insurance as a household employer. I was put in touch with sales agent Gabby M**** who sent me policies for both. I signed documents to get both, 1. Workers Comp (through *******) and 2. Disability + Paid Family Leave (through ********* *****). The ******* policy is in place and I was told, in WRITING, that the ********* ***** policy was as well - as of 3/30/21. When i did not receive any invoice I started following up and have not received any answers. This is a big problem as this is a state requirement and Paychex falsely told me the policy is in place (see attachment). I have sent multiple follow up emails and called numerous times and not one person at PayChex has helped me. They forward to me other lines which lead to nowhere. I have called Gaby and her manager Patrick leaving messages and have not received any returned phone calls.

  

  Business response

  06/29/2021

  
  To Whom It May Concern:
  
  Thank you for your inquiry regarding ***** *******. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  It is my understanding that ***** ******* stated that they secured Disability Insurance effective 3/30/21 through Paychex Insurance Agency and have been unable to obtain proof of this insurance policy.  In addition  ***** ******* has been unable to get in touch with the sales representative to confirm this coverage
  
  As of this date, the Sales Agent has been in touch with ***** *******, to secure coverage as of 3/30/21.  Proof of coverage will also be supplied
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ********************* or ###-###-####, ext *******.
  
  Sincerely,
  
  Leslie S*******
  Manager, PIA P&C Renewal & Retention
  

  Customer response

  07/02/2021

  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

  06/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 I engaged Paychex for payroll services for my C Corporation (*********** ** ********* * *** *************** ***********) In 2020, on the advice of my accountant, I created *********** ** ******** LLC (*** **********) and requested that my Payroll company (Paychex) move all of my employees and payroll from *********** ** ********* C Corp (EIN **********/acct ***********) to *********** ** ******** LLC. At the end of 2020, Paychex incorrectly completed the year end 941's - erroneously reporting some of the same wages on both *********** ** ********* and *********** ** ******** LLC. (Essentially double reporting for part of Q42020) I received notification from the IRS dated March 1st indicating that I owed $3,715.13. This issue has not been resolved with the IRS and Paychex continues to invoice me for their error. They have also not corrected the two company issue with the Colorado Dept of Labor

  

  Business response

  07/07/2021

  Thank you for your inquiry regarding *********** ** ******** LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  It is my understanding that *********** ** ******** LLC stated in 2019  O I engaged Paychex for payroll services for my C Corporation.  In 2020, I created an LLC and requested that my payroll company move all my employees to the LLC.  At the end of 2020, Paychex incorrectly completed the year end 941’s, filing for both accounts with created an IRS tax notice.  There is also an issue with the Colorado Dept. of Labor because both accounts are still active.  I want the IRS and the CO Department of Labor issues resolved and credit off the invoice for billing related to amending the returns.
  
  As of this date, we have amended all tax returns and submitted them to the IRS, and we are just waiting on final processing to close the IRS matter. We let ***** know that she would be responsible for closing the account with the State of Colorado and she has done that.  We also credited off all outstanding fees related to amending the returns and offered free processing over the coming months as goodwill to the client. I believe the matter to be nearly resolved to the client's satisfaction. We will stay in contact with the client until we have final resolution from the IRS.   If you have further questions, you can contact me at ************ ******** or ************************.  Sincerely,  Dal M C**********  Client Service Manager

• Initial Complaint

  06/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Paychex payroll services to do my payroll for my small 5 person company. There were several times that they did not file my quarterly taxes even though that's exactly why I hired them. They withdrew from my bank account and but didn't pay the IRS on my behalf! I began to get "intent to lien" notices from the IRS that my payroll taxes were not being filed. I contacted Paychex several times through email and phone calls, but the issue was never resolved. They always had an excuse that it was my fault and didn't take the initiative to fix the problem. I ended up paying my 3rd quarter 2020 payroll taxes myself to avoid more fees and penalties, so I have probably double-paid my taxes. They haven't responded to my calls recently even though I am paying a monthly fee to keep my records as I try to figure out my 2020 taxes. The lack of support and dishonesty from them is disturbing. All in all, I hired them to do a service for me and they failed to live up to their promises.

  

  Business response

  07/02/2021

  Thank you for your inquiry regarding ******* * ******. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ******* * ****** stated that they hired Paychex to do payroll for their 5 person company.  There were times that Paychex did not file my quarterly taxes.  Paychex withdrew money from my bank account but did not pay the IRS and I ended up with intent to lien notices. I ended up paying taxes myself to avoid more fees and penalties, so I probably have double paid my taxes. All in all I hired them to do a service for me and they failed to live up to their promises.  As of this date, we have spoken with ******* and assured him that taxes were not double paid.  We did not have appropriate documentation to file on ******* * ******’s behalf in 3rd Quarter 2020, but we did finally get him set up and started paying his taxes for him in 4th Quarter 2020. I let ******* know that we would assist him with penalties and interest as there is record that he sent the required information over before the end of 3rd Quarter 2020, so we should have been able to file.  We are still working through all collections and payments made but are confident we will resolve. If you have further questions, you can contact me at ************************ or ************ ********  Sincerely,  Dal M C**********  

• Initial Complaint

  06/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paychex was hired in Aug 2011 to do payroll and regulatory reporting for my business. My business folded in Aug 2016 (due to severe flooding in Baton Rouge and surrounding areas). Paychex neglected to file my 2016 yr/end reports with the IRS as they normally did every year. I was notified by IRS in Sep 2019 via tax penalty accessed to my company. I have been diligently working with my former Paychex payroll specialist to resolve this issue. He provided in May 2021 the 2016 yr/end reports to me; however the penalty accessed by the IRS continues to grow.

  

  Business response

  06/21/2021

  Thank you for your inquiry regarding ****** *** LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  It is my understanding that ****** *** LLC stated that Paychex failed to file 2016 year-end returns and W2s for their business. On March 19, 2021, ****** *** LLC’s contact ******* ******** was advised via email that Paychex printed all signature ready returns and sent to the address on file with explicit instructions to sign and send the returns to agencies for processing.  The client was also advised that Paychex no longer held power of attorney so we could not complete this step for her.  Duplicate copies of the returns were also emailed to the client.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ **** ********. Sincerely,   Nacole H*******  Client Service Supervisor

  Customer response

  06/25/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Update:  I've been recently notified by the IRS that the Intentional Disregards Failure to File (PRN) Penalty was abated.  However, the Late File (PRN 550) Penalty was applied.  This penalty amounts to $1,820.  I still firmly believe that Paychex is accountable for this penalty and should rightfully assume full responsibility for not reporting my company's year-end data to the IRS; even though I filed my taxes in a timely manner. My business was forced to close as a result of the 2016 Baton Rouge flooding and it is therefore an extreme hardship for me to assume this debt.  Regards,  ********** ********

  
  
  
  

  
  

  

  Business response

  06/28/2021

  Thank you for your inquiry regarding ****** *** LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ****** *** LLC rejected the original response sent on June 21, 2021 regarding the 2016 year-end tax filings. On October 4, 2016, ****** *** LLC’s Paychex account was closed at the client’s request which also ended the Taxpay services.  With this request, it cancels Paychex’s power of attorney which prevents Paychex from operating on a client’s behalf.  Due to this cancellation, Paychex provided signature-ready returns for filing purposes to the client along with instructions on how to complete and file the returns. I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ **** ********.
  Sincerely, Nacole H*******  Client Service Supervisor
  

  Customer response

  07/01/2021

  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 was hired specifically for Payroll, taxes and to perform my company’s yearly reporting.  Because my company terminated business as a result of area flooding, it does not negate the fact that they Paychex was still responsible to perform this function for the time period that my company was in business in 2016.  neglected in reporting this information at year end 2016.  Even though they provided this information to me three years later does not negate the fact that the IRS is penalizing my Company for late filing and therefore should absorb the penalty associated with late filing.  Regards,  ********** ********
  
  
  
  
  

  

  Business response

  07/09/2021

   I followed up with my internal partners and they clarified that we provided the returns with instructions in January 2017- which is standard process for client’s who have cancelled in the 4^th quarter.

• Initial Complaint

  06/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paychex continues to charge my business account for services I have tried repeatedly to cancel. They make their phone trees impossible to access. I have spent hours on hold and have sent in multiple forms and requests to cancel. Their business or product units are siloed so I had to cancel Paychex service, Time & Attendance and a myriad of other products they've try to sell me, each by calling a different phone number and being placed on hold for hours.

  

  Business response

  06/22/2021

  To Whom It May Concern:
  
  Thank you for your inquiry regarding **** ********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  It is my understanding that **** ******** stated “Paychex continues to charge my business account for services I have tried repeatedly to cancel. They make their phone trees impossible to access. I have spent hours on hold and have sent in multiple forms and requests to cancel. Their business or product units are siloed so I had to cancel Paychex service, Time & Attendance and a myriad of other products they've try to sell me, each by calling a different phone number and being placed on hold for hours.”
  
  As of this date, we have spoken with **** at **** ******** and ensured that all products are lost and all refunds for overcharged fees have been credited. I have spoken with **** and confirmed she should be seeing the credits in the next few business days and she can reach out to me with any questions.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-#### or ************************.
  
  Sincerely,
  
  
  
  Dal M C**********
  Client Service Manager- Paychex, Inc.

• Initial Complaint

  06/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paychex reported the wrong information to the IRS concerning my W2 for tax year 2018. I have tried to contact them and so has my manager. They refuse to return emails or phone calls and have done nothing to rectify this situation. I am getting bills from the IRS and they are now threating to seize my assets. I do not know what else to do or who to contact. They have all the documentation they need and this still has not been taken cared of. My manger and the business owner have both been in contact with the IRS and there is nothing we can do until Paychex does what they were paid to do.

  

  Business response

  06/21/2021

  
  Thank you for your inquiry regarding ******* ***********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  It is my understanding that ******* *********** stated that incorrect W2 information was provided to the IRS, causing notices from the IRS. The client also states that Paychex has not provided the IRS with the corrected information & has not followed up with the IRS or the Client.
  As of this date, all corrected returns have been sent directly to **** ***** with the IRS via email & mail. These copies were sent again on 6/18/2021.  
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####, ext *******.
  
  Sincerely,
  
  
  Michelle T***
  Client Service Manager  

• Initial Complaint

  06/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I enrolled during open enrollment of last year. Their employee erica made a mistake on my sex. Didn’t bother ever fixing it after repeated check ins to see if it was fixed. She FINALLY replies, and I guess I’m just SOL she didn’t do her job. Because apparently I missed the new sign up. She could have let me know she would need new paperwork, but no. She needs to be better at communication. Her supervisor Rachel is no help, and just wants to sweep her mistake under the rug like its my fault. They do not care and now I have to suffer the repercussion? I would have filled out a new form if I knew she needed me to. But she doesn’t get back to people. I thought I did. I want answers from someone above Rachel who will be a decent human being and actually help deliver answers that make sense. Why would I trust her word, or her employees when they’ve already been horrible to work with? I want answers. How many emails does one need to send erica to get a timely response?

  

  Business response

  06/16/2021

  June 16, 2021
  
  Better Business Bureau, Inc.
  100 Bryant Woods South
  Amherst, NY 14228
  Attn: Complaint Handler
  
  Re:      **** *********** – ***** *******
  Case:   ********
  
  Dear *****:
  
  Thank you for your inquiry regarding ***** ******* and employee of **** ***********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  It is my understanding that ***** stated she missed her enrollment period due to poor communication and not being aware of deadlines to enroll.
  As of this date, there appears to be some delay associated with communication from the account manager at Paychex.  However, the delay did not impede the participants ability to enroll for benefits during **** ***********’s open enrollment.  The last communication that took place between the account manager, client and participant stated ***** ******* had until 12/31/20 to complete her enrollment.  Given the time that has passed and due to insurance regulations, the participant is not able to enroll for the client’s open enrollment period.  At this time there are two options that can be pursued. 
  If the employee has encountered a qualifying event, she is liable to enroll for benefits offered by her employer within 30 days of the event
  The participant can select an individual policy.
  Once her employer’s open enrollment period opens up she will then have to select benefits again for the next year.
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ***** ******** or ******************
  
  Sincerely,
  Mark *. M****
  Health & Benefits Operations Manager
  Office: (585) 338 4300
  paychex.com/business-insurance
  

  Customer response

  06/21/2021

  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.
  
  [His “resolution” are the same generic resolutions that were made by erika and rachel as well. If I thought it was reasonable I would have accepted it then and not reached out to BBB. I was last told my application was being processed EVERY time I checked in, why would I then assume I must need another enrollment application? Answer that and take some accountability for your team, instead of trying to blame me, the customer, and give me the run around for your employees mistake. We dropped the ball, we are so sorry. All I hear is blame, and no accountability for workers who do not do their job, and managers and any superior apparently support bad behavior. I do not accept their response. 
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  06/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My company has used Paychex for several years. I became concerned that one of my employees was conspiring with the Paychex representative to grant herself pay increases that clearly were not authorized by management, since she was submitting information for payroll at that time. I contacted our Paychex rep, Oliver W*********, numerous times, and asked him to contact me if there were any "unique" pay increases for this employee. Of course he did not. I asked him for a copy of our employee handbook so that we could give new employees a copy. He ignored me.. I terminated services with Paychex 12/31/20 but Paychex continued to bill for an electronic copy of our employee handbook. It took me months to determine why Paychex was still withdrawing funds from the company bank account. When I was finally transferred to someone in Paychex who works with employee handbooks, she claimed that the termination letter of 12/28/2020 had never been received. We're still getting charged.

  

  Business response

  06/08/2021

  June 8, 2021
  Better Business Bureau, Inc.
  100 Bryant Woods South
  Amherst, NY 14228
  Attn: Complaint Handler
  Re:      ******** ***** ***** ** 
  Case:   ******
  To whom it may concern:
  Thank you for your inquiry regarding ******** ***** ***** **. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  It is my understanding that ******** ***** ***** ** stated issues with contacting their dedicated rep, billing issues with our handbook service, and an employee who overpaid themselves from time to time.
  As of this date, all Paychex services have been cancelled per the client’s request.  We have also refunded all charges as of 5/24/2021 for the handbook services.  We confirmed and reviewed that all payrolls were submitted by the payroll contact, the employee in question, as valid wages.  There was no way to know any different as the wages were not astronomical in nature.
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ **** ********
  Sincerely,
  Nacole H*******
  Client Service Supervisor

  Customer response

  06/09/2021

  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.  

  However, it should be noted that I have spent more than 4 months and dozens of phones calls to Paychex to resolve this problem, to no avail.  Although my business did receive a prompt refund for the overcharges once the BBB was involved, I am quite sure that Paychex would have continued to bill me, and ignore me, had I not contacted BBB.  Paychex's "customer service" is simply abysmal.

  Regards,
  ******** ***********
  
  
  
  
  

*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. ↩