Customer ReviewsforPaychex Inc

After being a Paychex customer for 7 years after my CPA retired, I kept hoping things would improve, unfortunately it continued to get worse. No one knows who you are - you're just a number. There are so many departments and they have no idea what the other departments are doing. Concerns don't get addressed, just bumped to another department (assuming anyone actually responds). Every pay period had errors or late direct deposits or tax mistakes. I still have not been able to resolve tax issues from 2 years ago - just keep getting pushed from one rep to another and is obvious no one knows what they are doing. When I tried to leave last year they promised if I switched to their PEO platform I would have a wonderful and personable experience. Only 1 of my many dedicated reps seemed competent and knowledgeable, the rest were just as disappointing as I'd had horrible experiences with before. I spent more time (hours+) dealing with payroll issues through paychex every week than if id just run payroll myself. Most of the time spent was trying to track down someone with any knowledge of my account. Even had a rep respond that it's not his department but offered no suggestion of who to contact. Their errors and omissions have cost me 1000s over the past several years that I cannot recoup - because no one knows how to resolve the issues. It's clear it's either a severe management issue or overall lack of training by Paychex. Either way they are certainly NOT a company to trust your employees with! Good riddance.

Horrible. Do not trust this company if you need your checks delivered on time, to pay the taxes or to notify you of unemployment claims. I depended on them when my business partner passed away and here I have covid expecting checks to be delivered but unfortunately we did not receive. Horrible even my regular payroll specialist Carolyn, verified the checks had been shipped, either lied or simply did not do her due diligence.

Very poor customer service and response times, especially with tax notices. Full-service payroll comes with a lot of problems and no one to talk to about them. Account managers are always out of the office so much that they offer "temporary reassignments". Mismanaged tax filings or payments without a way to resolve. Staff members seem unaware of determining or working through customer issues. Payroll reports are incorrect or incomplete. Taxes paid to Paychex without Paychex paying on your behalf. So many problems! With the audit work required to make sure they are doing full-service, a business should do it themselves to save time and money. We hired them to do the payroll heavy lifting and now we are cleaning up and auditing which is more work than actually doing the payroll. Buyer Beware. Proceed with caution. I would not recommend this service provider.

This company is flat our horrible. I own several businesses and I advise (and turn around) businesses. Do NOT use them. IN my case, I was using their Payroll and Retirement services. First, you need to know, that those 2 departments do NOT work together. They may as well be 2 different companies. So know that. When I was shutting done one of my companies to move to a new company, they go through a process they call "reload"; whereby they are supposed to seamless move your accounts (Payroll and Retirement in my case) to your new company. I signed an agreement, it went into effect, they confirmed (in writing...email) they had everything, and even though the process was more of a pain that it should have been, it moved. A month an a half later they said they needed something...so I provided it. They said they needed something else...so I got that. They they said they needed proof of something else, so I sent a screenshot (which is what they asked for). Then they said the email address I was sending it from, which is the same I had been and was with my new account, wasn't the right one and they couldn't reply. They forgot to give me Super Admin account access. I found out that they didn't file my State taxes for 3 months. After MONTHS on email and the phone with them, and then HOURS talking to my State Department of Revenue (who was ironically super great and helpful), I was resolved it myself. I probably spent 20 hours dealing with the fact I had a contract that clearly stated their Taxpay service handled this very thing, and they didn't for 3 months. So...I filed a BBB claim to try and recoup the fees I was charged as a result. Small price...but worth it. Business owners should look to other options. The most polite thing I can say is that Paychex is not dependable at best; at worse, you will end up with errors and fees that greatly exceed the benefit. Just don't do it.

They are horrible and I would stay away. They mess up paperwork for the IRS and then ask you send only part of it (they can't read what the IRS is asking for and understand) after they have been paid to do that job but failed. They do not comprehend simple sentences and state they help you when they make your job a nightmare due to their incompetence. Worst ever on the planet. You are better off on the old 3 part system with carbon paper and paper checks then trust them with important information about your employees. Whatever you do, don't use them. I have been off of them since the beginning of this year and I am still trying to straighten out the mess they left and it's July. If I could do it all over, I would have never tried them in the first place! Save yourself and stay away. If I could give them a negative number, I would.

Absolutely horrible company. Paychex wthheld my W2 from me for 4 months. My employer and I tried back and forth for four months trying to cut through their red tape to get then to send me my W2. My employer was very cooperative and tried her best to help me. She was not at fault. Paychex flat out refused to help. They told me personally that it was "against their company policy to send W2s to employees directly," they could only send it to the employer. And yet they were of no help sending my W2 to my employer. It should be ILLEGAL to refuse to give an individual their W2, and I'm pretty sure it is. I would rate 0 stars if I could.

My experience with Paychex has been nothing short of a nightmare. As a business owner, I rely heavily on efficient and reliable payroll services, but this company has consistently failed to meet even the most basic expectations. The customer service is abysmal. Reaching a representative takes an eternity, and when you finally get through, the support is unhelpful. They seem entirely uninterested in resolving issues or answering questions, which is incredibly frustrating when dealing with something as critical as payroll. The most alarming issue, however, has been their consistent failure to make timely tax payments. We've faced numerous instances where our taxes were paid late, resulting in penalties and fines. This level of incompetence is unacceptable. Despite multiple complaints and requests for resolution, the problem persists, showing a complete lack of accountability on their part. I would strongly advise any business owner to avoid using their services. There are plenty of other payroll companies out there that are far more competent and trustworthy. Save yourself the headache and look elsewhere.

Paychex will not let me cancel my account. Do not sign up with them! They will never let you cancel any of your accounts. I have sent over 500 emails to various departments. Every department that I call points fingers at other departments. No one knows how to do anything, except to take money from your account. I am filing a police report for theft and fraud. This is a terrible company. Do not do business with them!

I been trying to get online access and also withdraw my 401k for months. I always get different answers to why they can’t get me access, and get different answers on why it is taking so long to withdraw the 401k. I’ve been told the higher up people don’t take phone calls and just have to deal with it the way it is! This is the worst company I have ever dealt with!!!!

I canceled in September 2023 due to their bad customer service & numerous hidden fees that were not disclosed to me when I started. I felt scammed, so I paid what they said I owed & cancelled. Was told account was closed. It's July 2024 & they still billing me trying to get money! I've never "supposedly owed" so much to a company that has done absolutely no service for me or that I do not have a business relationship or wish to for that matter! These folks are ridiculous! I've called numerous times over previous months to get them to leave me alone. They're still sending emails & calling. Now my office is simply ignoring them! No answer to calls no reply to emails. No more money going out! NOTHING! If dead silence doesn't send them the message that we're done being scammed I suppose nothing will. They'll never receive a response EVER!