Customer ReviewsforPaychex Inc

I'd give them zero stars if possible. The support from them has always been lacking but the last 4 - 6 months it's become absolutely horrible. The customer service from the assigned payroll specialist and anyone else who answers the phone is non-existent. They ignore emails and don't answer the question or address the issues when they do reply. When pushed they get flippant. If you have an issue and they tell you that they will check into the problem and call you back, expect to be waiting for a call back 4-6 weeks later after following up multiple times. I could continue.

Quite possibly the worst employee customer service I have ever come across. I was using the live chat on the website and the live employees just log out when they feel like it. They ask if "you have any other questions" then log out as soon as they send this message. Three times I had to go through the automated system to get to a live person because they kept logging me out before helping me or even attempting to. Also, I would state my issue and they would say they understand and then proceed to ask me for information I just stated was my issue. If I could give them a negative or zero star I would. They haven't resolved my issue and have logged me out again. I barely got in a sentence worth of concern in before being logged out each time.

It would appear the rating does not match the reviews, nor the service. The company replies to every complaint, but the complaints do not all show as resolved, nor do they appear resolved. We are leaving paychex due to the lack of communication and commitment to service. They have severly declined in the last 5 years. Between overcharged taxes,no communication from the insurance / brokerage side, investing 401Ks without authorization, and mis-taxing employees, we've had quite enough, and cannot urge you more to pick a different company.

Paychex decided that they weren't going to Direct Deposit my employees this pay period. I had to write all my payroll checks 3 days late! When looking for answers as to why this happened.. I have received.. a number that was just a busy signal. A new number that nobody answers. When I finally got through, I was told they couldn't answer my question and I had to talk to someone else. I then waited 45 mins on hold and finally gave up. THIS WAS UNFAIR TO MY EMPLOYEES! I WILL NEVER USE THIS COMPANY AGAIN!

HORRIBLE company. My 401k rollover check was lost, no one got back to me for weeks, their customer service is a JOKE, if I could sue them I would. They also messed up paychecks and taxation and resulted in everyone OWING taxes. I am hoping there is legal action taken against them.

This is absolutely the worst payroll company to deal with. You are assigned a "payroll specialist" that is supposed to handle your payroll but you are constantly be shuffled from one to another and you can't ever talk to them when something goes wrong, Everything is through email and if you are lucky enough to get through on the phone after you sit on hold for 15 to 45 minutes, you are told your payroll specialist has to handle your problem but when you tell them your payroll specialist never replies to your emails nor can you reach them by phone they tell you they will send a message to the manager and they will get back to you but that never happens either. They have made and error on the W-2's and in order to get it amended they are charging. $650.00 for an error they made, and you can't talk to anyone about it because of course it's all through email and you are at their mercy because they automatically deduct it out of your bank account. Please, Please, Please think about using another payroll company before using this one because you will be sorry if you don't..

I've been trying to cancel my service for over a month and still can't get anyone in touch with me to cancel.

Paychex made a mistake with the 1099 form. My employer contacted me about 2 weeks ago and said it would take a week to fix. I already filed my taxes and now it is about 2 weeks from Tax day and I still do not have a correct 1099 form and cannot file my amendment.

The absolute worst company i have ever had to deal with. Not sure how they are in business and I hope they aren't much longer. It has been a nightmare dealing with them.

Fraudulent. I requested an IRA rollover on 7 Feb 2024. They charged me $75 to send the rollover check for a 6 figure amount. Then they never sent the check. It's now 12 March and I'm now calling for the 4th time to request them to send my check. Meanwhile, I'm up against a 60 day window to deposit my rollover check without incurring tax liability. In the meantime, they took the money out of my account when I made the request on 7 Feb. Now I find out they will cancel the original request and re-issue the check but charge me another $75 and still have no option to expedite. No tracking. No *****. Only regular USPS mail which takes 7-10 business days. Stay away from this unethical and fraudulent company.