I had informed Paychex back in November 2020 that were needed to discontinue their services as of December 31, 2020 due to financial reasons. It is now June 2021 and every month, they keep charging me random fees. I have sent them more than 45 emails, called different reps, spoke to supposedly "higher ups", and every time, I am told the issue will be resolved. It's been almost 6 months and I am paying them for absolutely no reason! Keep in mind, I had 10 accounts with them, which were all supposed to be closed down as of 12/31/2020. This complaint to BBB is my last resort to getting their attention to resolve this matter once and for all. Claudia D********* has been a great rep when we had to get on board and she is still responding to me, cc'ing in her boss, Jeff G********, my rep, Andrea P****** and some other people, but it seems no one is listening to neither me nor Claudia at this point. I will never recommend Paychex to anyone as they have given us such a hard time to do the simplest thing....which is to STOP billing for services when all services were ended as of December 31, 2020!!!!

Hi ****, We'd like to look into this concern for you further. Can you please email ******************* with your Company Name & ID and the best way to contact you? Thank you.

The unprofessionalism with this company is baffling. When initially agreeing to their services, I received and signed an agreement outlining the monthly expense. After being billed for the first time, I was charged double of what the agreement stated. I called to complain, and Paychex nonchalantly stated it was an oversight. I complained about different aspects of their customer service, and again they nonchalantly stated since my company was utilizing a few other their services, some of their team members weren’t on the same page - essentially they weren’t equipped to handle the mutually agreed upon services. One month after canceling, I was charged the monthly fee (almost $400), when reaching out to my assigned rep they remained unresponsive. If you value your business, time, and money please use a different service. How they present their company and integrity is completely false.

Hello ********, thank you for flagging this to our attention so we can further investigate. Can you please email at us *******@paychex.com with more information? We'll need your full name, phone number, and business/employer name. Please be sure to put 'BBB Follow-up' in the email subject. Thank you

Several times couldn't log in only to be locked out. Efforts to correct this led me in circles. Don't recommend this

Hello *****, thank you for flagging this to our attention so we can further investigate. Can you please email at us *******@paychex.com with more information? We'll need your full name, phone number, and business/employer name. Please be sure to put 'BBB Follow-up' in the email subject. Thank you

My employer has been using this company for about 3 yrs. Small company with 1-2 employees. Recently my hours were called in and I never got paid. My boss called and was told the person in charge of our company account was out of town. What? So I don’t get paid? Then called back a couple days later. Was told I’d get my check deposited within 3 hours. Nope. 4 days pass and he called again while I listened in speaker. They said I’d have my check by 5:00 pm today. Nope!! Now here in California you can be held accountable either $100.00 per day or 10 percent. This isn’t my employers fault that I’m not getting paid. It’s theirs. I’m in disbelief that a company would behave this way. I need my money. Unprofessional to say the least.

- Hi ********, we would like the opportunity to connect and learn more about your experience. Can you please email at us ******************* with more information? We'll need your full name, phone number, and business/employer name. Please be sure to put 'BBB follow-up' in the email subject. Thank you

I have used Paychex for over 30 years with several various companies I have worked with and also for my own. Over the years I have recommended them as a bookkeeper who does not like to do payroll. I would ask my clients to sign up with them and use their services for payroll and me for the bookkeeping. Over the years I would say I brought 10 or more clients to them as well as used them for each of my companies. I own 3 currently. I am a Realtor, Property Manager and Bookkeeper. The fees have become outrageous and the service is nothing. After a review of cost and down turn of business we decided to close out the Employee matched retirement plan as we only had one member (me) and the fees were close to $200 per month. The fees are more than what I am putting into the plan. I asked to close the account. It took one month and another round of fees before it was taken care of. So many attempts for me to keep the program although it is not a program for 1 person. It is not cost effective. In December of 2021 I had used their portal to email my payroll. It was lost in the system and I ended up resending it via google email. Fast Forward to March 2021. Without so much as an email or a phone call my "payroll specialist" received that email with previous year weeks and she processed it. It was a year end payroll and huge for us over 3K in taxes and fees. It overdrew the checking account and caused all kinds of in house problems with checks and items we had paid. We noticed paychex and it would be day or more before they could fix it. Unacceptable. I called the bank and let them know and they reversed the payments. Paychex then proceeded several times to attempt to process this payroll via my operating account. the Bank did not allow it and returned it as unauthorized. Paychex said it was INSF. fast forward. I have not stopped using the payroll services and I send in a payroll to be processed after all this. I did not receive it or any kind of notice why. When I called I was told my account was on hold for $174.00 for that big payroll they processed in March. I immediately told them to close my account. I was so angry and upset. Today I received another bill in the mail for that $174.00 along with a letter threatening to cancel my workman's comp if I did not call immediately. Yesterday I received notice from Workman's comp that I had not replied with a request for Payroll audit stating I had "was uncooperative, would not allow access to my business or the business records" They would cancel my workman's comp for this. When I inquired and suggested this was happening because I closed my account and made someone angry, I was assured that none of it had to do with each other. I doubt it, you? I am tired of big companies eating up my profits, lying and getting away with it and thinking that just because you sent a letter of email something is true. I have found a small payroll company to process my payroll. I am concerned about the WC insurance but for now it is in effect. I really do not want to "talk" with them at this point. I would be looking for monetary compensation for complete satisfaction of the worst customer service I have ever received. Lastly yesterday with the bill for $174, they added a charge for $49.00 for NOT processing my payroll. I FIRED THEM. Is this legal? Can you go into the bakery and get charged for the brownie without eating it? A fee for closing my account will be next I am sure. We are so small our business means nothing to to them. I believe that someone was asked to review and answer for my complaints and the result is all the problems I am having with my Workman's comp. Luckily I keep awesome records and the insurance company is NOT Paychex, I am dealing directly with them and will write with them without Paychex. They seem to appreciate my business and are helpful. Note to BBB- You should allow a ZERO star rating. Add maybe a BLACK star for Zero. I do not give paychex a star. I only did that because your system required me to. It messes with the numbers if you do not allow zero and everyone gets 1 star for zero service. Just MHO.

Good Morning *******. Thank you providing us the feedback. We have requested a member of leadership reach out to review your concerns. Thank you.

So many issues with this company: -unable to get paystubs for direct deposit payroll -did not fill out a w4 for a non-resident state but they took state income taxes out and paid them to that state. The resident state of the tax payer is the same as the employer, and they only paid $2 to that state. If a weekly paystub was given to employees this could have been corrected. -wrong social security number was used and taxes were paid to both states under this incorrect number. Once again this could have been corrected earlier if the employee had received a paystub. -the corrected w-2 did not have the correct information and a checkbox was missed, which made it void as well. -numerous attempts to get this information corrected have gotten nowhere. The employee contacted the Dept of revenue for the non resident state and they advised what needed to be done to correct the situation. -when we contacted them again with the information from the DOR, they said we were wrong and nothing was going to be done to correct this situation

Good Afternoon ***, Thank you for providing us the information. To further assist please email us at ******************* with the following information: full name, email, address, phone number, company name and Paychex product or service. Please also include in the subject field "bbb review follow up". Thanks.

Between the random fees they take out of your account and the terrible customer service, I recommend you find anyone else to take car of your payroll. Maybe a fish grader or a monkey would give better service.

Good Morning ****. Thank you for providing us the information. A member of leadership will be following up to review your concern further.

Terrible company fees are outrages and are always different when coming out of your bank account. Don’t go with their retirement 401k plans they suck and the fees are ridiculous. They blow your phone up to sign up and then when you want to cancel they drag their feet.

Good Morning ********, Thank you for providing us this information. We have requested a member of leadership reach out to review your concerns. Thanks.