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

  2 Court Street Suite #403 Binghamton, NY 13901

  
• 

  Paychex, Inc.

  5450 Frantz Rd Ste 100 Dublin, OH 43016-4135

• 

  Paychex

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

• 

  Paychex

  3875 Hopyard Rd # 175 Pleasanton, CA 94588-8504

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:07/25/2025

  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.

  On 7/24/2025 I had a filling done at my dentist office ***** *******. The cost was $30. I was given the paperwork showing multiple procedures and prices but the office wrote "(paid)" next to the filling. I sent a photo of the treatment plan as well as receipt showing payment made as well as type of service shown on the treatment plan.
  Paychex is withholding reimbursement for not showing date of service or type of service.
  The only thing not eligible for reimbursement on my account is dental hygiene products according to the agent I spoke with on 7/25/2025 named India.
  The treatment plan clearly does not show a toothbrush or floss or that type and shows a dental procedure was done.
  India said that because they could not read the dentists handwriting that they can't approve the reimbursement.

  

  Business Response

  Date: 07/31/2025

  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 a *********** LLC participant stated
  that their $30 dental claim was denied for not having a receipt with date of
  service and the description of service. The participant stated that they in
  fact did upload this information, and they were told again, via phone
  conversation, that the items were not sufficient to substantiate their claim.
  Participant grew frustrated as this is not the first time this has happened,
  and they have had to escalate these types of issues in the past.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** and ###-###-####
  ext. *******Sincerely,Karl G******S125 Client Service Manager

  Customer Answer

  Date: 08/01/2025

  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:07/20/2025

  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.

  Most complaints here are with HR/Employers who deal with Paychex (PX). Mine is my experience as a COBRA (CB) customer. Summary: What are my CB rights when a premium increases 40% midyear, but plan administrator (PX) fails to inform me during enrollment.
  11/22/2024 I resigned to semi-retire. During Dec, I received PX's CB notice (administrator) showing $747.21/month premium. At this time I compared to ACA options similar priced. I chose CB. PX is ill-equipped to handle CB administration, they are dishonest. I learned that PX can't handle electronic CB payments, manual payments (paper checks, bank drafts). Due to this, there are delays in payments posting, so I set up credit union drafts mid-month to prepay the new month and be on-time.
  On 4/23/2025 PX alerted me (email) of a rate change backdated to 1/1/2025 that they failed to share. They knew this back in Dec when I was making my decisions but didn't alert me. Premiums rose to $1039.91/month ($292+ increase) and they plan to collect retroactively. I began an "escalation" based on lack of notification. PX agreed to waive the increase only Jan-May (5 months - $292.70x5 = $1463.50). I have this in writing. But when they audit my account for writeoff, they exclude my existing prepaid balance $747.21 and only write-off $716.29. Penalized for paying ahead and PX failed to cover full upcharge for Jan-May. Dishonest for sure. I pushed back again and was told nothing more will be done. If they don't receive my amt owed, my insurance would be retroactively cancelled back to June 30. More frustration/anger. PX has in fact cutoff insurance twice before because their computers showed I've owed during the escalation process. It was reinstated eventually, but took weeks. I will be cutoff from CB retroactive to 6/30/2025, and I feel this whole episode is unfair to me, both failing to notify me last Dec and then again failing during the writeoff process and reducing the amount. I would NEVER recommend Paychex to anyone.

  

  Business Response

  Date: 07/28/2025

  Dear *** ***: Thank you for your inquiry regarding ******* ******** ********** Inc, specifically ******* ******, 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 they had
  a billing discrepancy related to a COBRA in the amount of $747.21.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ******************** or ###-###-####. Sincerely,Hank M****** PIA Service and Retention ManagerAgency COBRA Operations & Support

  Customer Answer

  Date: 07/29/2025

  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. 

  I appreciate the role Mr. M****** took to handle this complaint directly and swiftly based on the prior email correspondence and records. I'm personally glad it was sorted out. 
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/16/2025

  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.

  When we (******* ***** *****) signed up with Paychex as our payroll provider, we were told that they would be filing our business's taxes and wages reports in order to stay in compliance with the federal and state agencies. We joined Paychex in September of 2023 and left them in October of 2024. During that time they had HORRIBLE customer service and despite reaching out countless times via email and phone, I was ignored and passed on from representative to representative. During that period, we accrued $546 in fees that we personally paid from the Colorado Department of Revenue due to them not filing correctly or in a timely manner. I spent almost a year trying to recover this money to no avail. This is so fraudulent and unprofessional. In addition to this, they continued to charge us for their service after I has spoken to a representative and told them that we were canceling our account. They charged us an additional $199.85 in services fees after we had already switched payroll providers and canceled our account. We are looking to recover a total of $745.85 in fraudulent charges.

  

  Business Response

  Date: 07/22/2025

  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
  concerns with invoicing and tax fees that they were assessed by Colorado
  Department of Revenue. 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****  

• Initial Complaint

  Date:07/16/2025

  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.

  This service was a complete waste of money, I requested to cancel back in April. Ive continued to be billed for services that are not rendered. I would like to stop being billed completely and the money returned to me. Ive attempted to contact over the phone multiple times, constantly getting transferred, and left messages for supervisors. I need someone to reach out to me directly and get this solved.

  

  Business Response

  Date: 07/25/2025

  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 billed for services that were not rendered. Client
  requested the billing to cease for refunds for the months that services were
  not received. I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ********************.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### X*******

• Initial Complaint

  Date:07/14/2025

  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.

  I cancelled my Paychex services in 2024 and just discovered that they are still drafting funds from my account , every month in the amount of $68.67 (what seems to be every 2 months) and $83.67 every 3rd month. I have spent over an hour on the phone, trying to discover where this draft is coming from and I keep getting sent to different departments with no help or action. No one seems to know what this payment is or what it is for. The draft on my bank statement reads: BUSINESS TO BUSINESS ACH PAYCHEX-HRS HRS PMT ******** ******* ****** LLC
  
  I would like to know why these funds are still being drafted from my account, how do I stop it, and where has this money gone?

  

  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 settle any disputes that
  may occur. It is my understanding that ******* ****** LLC stated they were unable to determine or obtain additional
  information on a charge from Paychex coming out of their bank account.I believe the matter to be taken care of for the client. If
  you have further questions, you can contact me at ******************* ###-###-####.Sincerely,Sherry T***** 401k Client Relation Service Partner

• Initial Complaint

  Date:07/14/2025

  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.

  To Whom It May Concern,
  
  I am writing to file a formal complaint against *********** *********** Inc., located in Orlando, Florida, regarding the mishandling of my 401(k) retirement contributions during my period of employment with the company.
  
  I was employed by *********** *********** until June 18, 2025. Upon reviewing my 401(k) account with the company’s payroll provider, Paychex, I discovered that only one contribution in the amount of $53.53 was recorded on June 18, 2025. This is incorrect, as multiple contributions should have been made over the course of my employment.
  
  Upon further investigation, it was revealed that my Social Security number and date of birth were entered incorrectly into the Paychex system. This error resulted in my contributions not being properly credited or tracked. While a representative from the company, HR stated that the issue was corrected on my last day of employment, I was not made aware of the incorrect information prior to that time, nor have I received any formal documentation or confirmation that my 401(k) contributions have been properly resolved.
  
  This situation is deeply concerning, as it impacts my financial future and raises serious questions about the company’s oversight and accountability regarding employee retirement benefits. I have attempted to resolve this matter directly with the employer, but I have yet to receive satisfactory documentation or assurance that my contributions have been correctly processed and credited.
  
  I am requesting the BBB’s assistance in investigating this matter and holding *********** *********** accountable for any discrepancies in the handling of employee retirement accounts. I am also requesting a full accounting of all contributions deducted from my pay and confirmation that these have been correctly applied to my 401(k) account.
  
  
  Sincerely,
  ***** *****

  

  Business Response

  Date: 07/16/2025

  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 participant of Cornerstone
  Connections Inc.’s retirement plan stated their account balance didn’t reflect
  the total amount they contributed.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ###-###-#### or email, *******************. Sincerely,Patrick J**** QKA401(k) /S125 Team Lead

• Initial Complaint

  Date:07/14/2025

  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.

  We hired Paychex, Inc. for payroll and HR services. On 4/1/2025, for a final service
  date of 5/5/2025, we provided the required 30- day written notice to cancel our
  services, per our contract. Despite acknowledgment of our cancellation, Paychex
  continued to make unauthorized withdrawals from our business checking account
  on: June 13: $119.17 June 10: $178.00 May 16: $10.42 May 16: $104.17 May 9:
  $18.00 June 30: $470.00 and $116.51. We contacted them multiple times via
  written and verbal communication to stop the withdrawals and issue a refund, but
  they has simply ignored our demands. They have been aloof regarding our urgent
  attempts at stopping this gross misconduct and have instead harassed us with
  numerous collection attempts. This constitutes a breach of contract, unauthorized
  use of our bank account, and financial fraud. We request a full investigation, refund
  of the unauthorized charges including fees and overdraft charges we have incurred,
  and assurance that they stop all further contact.

  

  Business Response

  Date: 07/21/2025

  Dear *** ***: 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 were
  waiting for the 401(k) plan to get transferred.I believe the matter to be addressed for the client. If you
  have further questions, you can contact me at ****************** or by phone at ###-###-####,
  ext. *******Sincerely,Zach C****401(k) Client Relations Service Partner

• Initial Complaint

  Date:07/11/2025

  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.

  My debit account with paychex provided through my employer, has been hacked and $1200 was spent over multiple, multiple transactions. Several of the charges were .99 to Google Plus a few other charges for random amounts.
  
  I contacted them and they told me the investigation would take 45 to 90 days, which is an extraordinary amount of time, but okay. However, they also told me they would send me an email within 24 to 48 hours so that I could fill out a form and get a provisionary credit. It has been nearly two weeks without an email and despite several phone calls, I keep being told to wait. This is not acceptable when they failed to notice a million charges on my account that seemed suspect. They deny my charges all of the time, but didn't deny charges that seemed out of the ordinary.
  
  I simply want them to send me the email with the form so that I can get a provisionary credit since it takes 45 to 90 days to even get a response as to the investigation.

  
  The name of the employer is ***** ***** and the address is **** ******** ***** ****** *********** ** *****

  

  Business Response

  Date: 07/11/2025

  Thank you for your inquiry regarding ***** ***** **** LLC.
  Paychex takes complaints from our clients and their employees very seriously. We
  appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ******** ******* stated concerns
  with debit transactions against their account they are disputing and are requesting
  to be refunded. I believe the matter to be addressed and resolved. If you
  have further questions, you can contact me at ********************* ###-###-####. Sincerely,Nisha V*******PEO Client Advocate Manager

• Initial Complaint

  Date:07/10/2025

  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.

  I have requested the following information several times from Deborah B****, and although she assured me, she would get back to me, I have not yet received a response or any updates.
  
  
  
  I need a summarized payroll report showing:
  
  
  
  Total amounts paid by Employees
  Total amounts paid by Employer
  Total Company total
  
  
  
  
  Additionally, I would like to receive W-2s and Quarterly 941s, if possible.
  
  
  
  It also appears that wages have not been filed—could you please look into this as well?

  

  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 settle any disputes that may occur.It is my understanding that **** *** LLC stated it has experienced delays in follow-up and concerns regarding their tax liabilities and returns.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************** or ###-###-####Sincerely,Moira G*****Manager, Implementation

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23584000, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Lane Passmore
  
  
  
  
  
  
  
  
  

• 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