ComplaintsforPaychex Inc

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paychex did not setup my 401k plan correctly in 2023 costing thousands and will cost still more in 2024. I was very clear that there was to be no employer match at all, zero employer contribution, except for the situation in which the employer chooses to do profit sharing once a year. I also was clear that the 401k plan would be immediately available to every employee. The plan that Paychex created has restrictions for eligibility based on age and having worked 1000 hours and the plan has mandatory employer matched contribution. The amount of money in the plan does not show correctly (admitted by the rep trying to get me to stay) and it was a pain to actually make a contribution (had to fill out a physical form and mail it in with a check). In order to fix the issues, I have to wait 2-3 months (and repeatedly fill out the same information) to transfer the account out of Paychex and they insist I pay a $1,500 fee for leaving.

  

  Business response

  04/24/2024

  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 he is not happy with the 401(k) plan transfer fee after his sales and onboarding experience, which caused him to leave. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-#### EXT. *******. Sincerely, Zach C**** 401(k) Client Relations Service Partner

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and thought the response was unclear.

  I have separately received from Zach C**** by email that provides a satisfactory resolution of the issues.
  

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

  
  

  

  Business response

  04/26/2024

  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 he is not happy with the 401(k) plan transfer fee after his sales and onboarding experience, which caused him to leave.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####, ext. *******. Sincerely, Zach C**** 401(k) Client Relations Service Partner

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been a client for several years. Customer service often does not get back to you. But more recently we have had several issues with payroll not being set up properly, checks not arriving on time, Now it appears that our unemployment account with the State of Michigan has issues and has not been updated properly for new owners in several years. When inquiring about these matters we can not get a call back from our service representative Brittney, or her supervisor Casey P********. These matters are urgent as they effect our day to day operations and getting people paid properly.

  

  Business response

  04/29/2024

  Dear **** **********: 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 have issues with responsiveness, proper payroll reporting and issues with Michigan unemployment. As of this date, the client was able to receive resolution with the help of a Paychex Manager. The details for 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,Derek W*****Manger, Dedicated Service Center

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is difficult to work with. They have multiple services you don’t necessarily need or want and you get hounded for months about it, blowing up your emails on a daily basis. They attempted to charge more than the quote, they charge for every little thing you need to do or change. The sales rep I had seemed more like a con artist selling used cars. I get multiple unexpected every month. Paychex is the worse business decision I’ve ever made. They made my job much harder, and at those prices it should have been much easier.

  

  Business response

  04/23/2024

  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 they have services they don’t need or are charged more than quoted.  As of this date, we have made several attempts to contact the client since receipt of this complaint. We ask that the client please contact Paul M****** at ###-###-#### or ******************** so we can attempt to resolve this matter.Sincerely,Paul M******Client Service Manager

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for payroll with Ethan. He told me my taxes would be free and I would not be charged for not using the account. I received an invoice for taxes and nonuse. I sent a message to Tracy my account manager. She ignored my emails, so I cancelled my account. I also told paychex that they are no longer authorized to charge my bank account. They fraudently charged my account. They keep say they are sending me a refund check and it has been 2 months and no check.

  

  Business response

  04/17/2024

  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 that Paychex charged their account erroneously and there has been a delay in the refund check being delivered.  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 **************.com or ###-###-####. Sincerely,Jennifer G****Client Service Manager Paychex Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since commencing business with Paychex, I've encountered a revolving door of three different account representatives, all of whom have proven inept in fulfilling their responsibilities. Each one consistently falls short in task completion, email responsiveness, addressing inquiries, and resolving issues effectively. Despite their shortcomings, it appears their supervisor, Patrick S******, fails to enforce any disciplinary measures or exhibit concern regarding their dereliction of duties. My direct outreach to him for assistance has yielded no response. Presently, I'm endeavoring to rectify errors in employees' W-2 forms, yet the tax department repeatedly directs me to my designated representative, Logan M********, who cannot offer a definitive timeline for resolution. The glaring lack of commitment to fulfilling one's role is exasperating. Paychex's touted benefit of being assigned a dedicated representative to assist with all needs becomes meaningless when said representative consistently neglects their duties.

  

  Business response

  04/25/2024

  Thank you for your inquiry regarding Diversified Investments Services 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 multiple service representatives all of whom have been inept in fulfilling their responsibilities. Lack or response from service reps and up to supervisors has been experienced. They have been looking for updates on 2 W2 errors they reported that needed correction and service representative cannot give a definitive timeline for resolution.I believe the matter to be addressed for the client. If you have further questions, you can contact me at **************.com or ###-###-####.Sincerely,Jennifer G**** Jennifer G****Client Service Manager Paychex Inc

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I try to cancel this subscription related to ***** ********** *********** LLC, since last year, and never receive a reply to this matter, they keep charging me for services not provided the minimum amount due per month that was around 60usd, but they didnt provide any services since i wasn't doing any payrolls starting 2023, but i keep paying for some months to keep my records, i keep trying to contact the people from paychex but never in 4 months reply to my inquiry about cancelling. i had to cancel my checking account so they stopped charging me. Now i dont have my information for 2023 and cant access the account for any matter or documentation. It seems like either i pay 60 usd or they dont give me my information.But nobody answers

  

  Business response

  04/16/2024

  Thank you for your inquiry regarding ***** ********** *********** LLC 70-********. 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 70-******** stated they were unable to speak with their service specialist timely to close their account and to obtain their 2023-year end returns. They were also billed for services after requesting cancellation.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 

  Customer response

  04/16/2024

  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. they contacted me directly and offer to do appropriate closing account procedures and cancelled any other payment, and provided with paperwork already paid for.  Regards, **** * ******

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am owed my 401k since I recently just lost my job . I have a family to feed and we are counting on that 401k distribution . The company who is supposed to send it is Paychex flex but they are doing all they can to not pay me . They sent it to my acct using but they used “000paychex” as the name of the person getting the deposit do it got sent back to them due to a name mismatch . Now they won’t direct deposit my m***y unless I show them a voided check , which Is obviously impossible due to the fact I never received the m***y since it got sent back . Paychex knows all this but since they make more m***y holding onto it than giving the m***y to the people who earned it and need it way more than they do . My family is going without just because paychex wants to play games n hold onto it as long as possible .

  Customer response

  04/10/2024

  ***** ******* *********** ******** is the plan administrator 

  

  Business response

  04/23/2024

  Thank you for your inquiry regarding ***** ******* ********** **** Corp. 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 ***** ******* ********** **** Corp stated *** of their participants had not received their distribution.As of this date, I have spoken to the client, and confirmed a distribution check was overnighted to them on April 19th, 2024.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ###-###-####, *******************.Sincerely, Patrick J*** 401(k) /S125 Team Lea

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the services provided by Paychex and to formally lodge a complaint regarding the following issues: Lack of Responsiveness: Despite numerous attempts to communicate with Julianna, I have not received adequate responses to my inquiries and concerns. This lack of responsiveness has hindered my ability to address important matters regarding our account and has caused frustration and inconvenience. Inadequate Training and Support: Since opening my account with Paychex, I have encountered significant difficulties in navigating the system and utilizing the services effectively. The promised training and support have been lacking, leaving me and my employees feeling ill-equipped to manage payroll and other HR functions efficiently. Billing Discrepancies: I have observed discrepancies between the pricing and discounts promised during the account opening process and the actual charges incurred. These unexpected charges have resulted in financial strain and have undermined my confidence in Paychex's billing practices. Employee Onboarding Issues: Onboarding my employees onto the Paychex platform has been a time-consuming and frustrating process. The application and portal have presented numerous challenges, and my employees have encountered difficulties accessing and navigating the system.

  

  Business response

  04/18/2024

  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 have had onboarding and service issues with a few areas of the products they signed up for, lack of response from the 401k department, training and support for the payroll system & billing discrepancies for various products. Please see the attached. We have made several attempts to re-connect with the client to resolve the remainder of the items.  We ask that the client please contact Jennifer G**** at ******************  or ###-###-#### at extension ******* so we can attempt to resolve the matter.Sincerely,Jennifer Gomez Client Service Manager Paychex Inc.

  Customer response

  04/19/2024

  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. I been in communication with Jennifer so I don’t understand why you guys mentioned that several attempts have been made.  Regards, ***** **********

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have submitted multiple payrolls to be processed. They = Paychex. They ran double payroll erreneously and fails to recoup from their mistake but charges me for their mistake. That was issue #1. Here is issue #2 from subsequent payroll: They ran a payroll that never existed nor requested. They admit fault so they reverse the payroll paid but minus the taxes I paid. They say I am responsible for the taxes owed on the payroll they made up. They also billed for the payroll they erreneously processed. No explanation was provided about this payroll processing fee. 3 things need to be resolved: 1. Correct their payroll mistakes as whole rather than store credit. 2. Tax liability needs to be clarified and rectified with tax amounts refunded from non-existing payroll they created and processed. 3. Improper billing needs to be refunded. The reason I am reporting these issues here is because I feel that I have been trying to resolve issues with them for past 7 weeks but each time they manage to mess up with each payroll cycle, creating more monetary damages to me, client. This is not an emotional complaints. There are erreneous processings on Paychex. They have created charges and clearly quantifiable monetary damages. The amount involved is over a thousand dollars.

  

  Business response

  04/04/2024

  Thank you for your inquiry regarding ******* **** DMD MMSC PLLC. 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 ******* **** DMD MMSC PLLC stated errors on the past couple of payrolls have caused confusion for balancing accounts and the company needed clarification for over collected liabilities being returned to their bank account.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####Sincerely,Nicole B****Market Service Manager

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Information provided by Sure Payroll was incorrect. I was told on at least 3 occasions that my W-2/W-3 was filed for 2022 and it was not! Sure Payroll representatives have provided incorrect information. This company needs to be shut down. They are giving people incorrect information about tax consequences. Refund me all money spent, including time and labor spent correcting their mistakes. SHUT THIS COMPANY DOWN.

  

  Business response

  04/02/2024

  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 she was provided incorrect information regarding SurePayroll filing her 2023 W2/W3. I believe the matter to be addressed for the client. If you have further questions, you can contact me at ************************** Sincerely, Ben J**** Senior Manager, Customer Care

*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. ↩