ComplaintsforPaychex Inc

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Cancelled Paychex 'Services' due to gross misrepresentation. Wasn't told about hidden costs. Then find out that they cancelled part of the services and kept on charging for other services. The customer service said that although it is One company, there are different 'products' and I have to call each product line to cancel the service. 1) I wasn't informed during cancellation that they will keep some services active and will charge me 2) Why should a customer call different product lines within the same company to cancel the services? As a consumer, I didn't have to contact different product lines to sign up for multiple services.

  

  Business response

  08/05/2024

  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 there was an issue with the cancellation of their 401k plan. 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 ******************* or ###-###-####.Sincerely,Chase M*****401(k) Client Relations Service Partner

  Customer response

  08/09/2024

  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. 
  
  Regards,
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Paychex was under contract as of 8/24/2023 to handle ** ******* *****’s payroll, INCLUDING the Taxpay service, which is shown on the second page of the 2023.08.24 - EnvelopePDF.aspx.pdf as “included”. Honestly, this is really all I should have to say. After getting letters from the NC Department of Revenue (NCDOR) because of missing filings, I reached out to them. I have spent MONTHS going back and forth. Paychex has wasted my time; after months I just recently get some report that I don’t even have access to (in their Paychex Flex system...like I do not see this or anything close to do it...ZERO historical payroll data shows up for me) that shows you didn’t do what you were contracted to do. What I paid for you to do. I called NCDOR and handled it today. I want my money back ($371.91 in fees I was charged over 3 months); you had 1 job. To do what was in the contract. And you didn’t. This isn’t horseshoes or hand grenades…you don’t get a participation trophy for doing part of it. You failed. And I am having to pay the penalties and fees as a result. Not to mention wasting 20 hours of my time.

  

  Business response

  07/26/2024

  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 they received letters from the NC Department of Revenue about missing filings, consequently, they engaged directly with the relevant parties to address the issues at hand.I believe the matter to be addressed for the client. If you have further questions, you can contact me at *******************Sincerely,Tarik S****Client Service Manager

  

  Business response

  08/14/2024

   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 they received letters from the NC Department of Revenue about missing filings, consequently, they engaged directly with the relevant parties to address the issues at hand. After facing some challenges during this process, the client subsequently communicated their belief that a refund of $371.93 for incurred fees is warranted. The client maintains that, based on their interpretation of our agreement, we should be held accountable for the handling of this matter.I believe the matter to be addressed for the client. If you have further questions, you can contact me at *******************Sincerely,Tarik S****Client Service Manager

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They issued a payment to refund me the fees paid for the service not delivered and therefore I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****
  
  
  
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have asked the payroll service to be stopped as of Jul 10, and they kept saying they emailed me the request, which I never received. Now I have been charged for another service fee.

  

  Business response

  08/05/2024

  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 ***** ******** stated they have requested for the payroll service to stop as of 7/10/24 but it did not, and the client was charged additional fees.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************** or ###-###-####, ext. *******.Sincerely,Derek W*****Manager of Client Services

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We filed for an Employee Retention Credit (ERTC) with Paychex. In October 2022. Specifically worked with William B****** He said once accepted we should get around 21,000 dollars back in 3-6 months. We had to pay 3,000.00 for the services. We asked for updates every month after about 3 months and he just kept saying it was taking li get than expected because everything was backed up. A year came and went and he still said they were still working on it. He kept reassuring me that it was just really backed up. We are now at almost 2 years with no update and we can’t get our money back for a service they didn’t actually provide. Just looking to get our money back.

  

  Business response

  08/01/2024

  
  
  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 there has been poor communication around the standing of their requested tax credit.
  
  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 ********************* or ###-###-####.
  
  Sincerely,
  
  Tyler S******
  Paychex Sales Director
  [email protected]        
  ###-###-####

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I echo many of the complaints that I see here including about $800 taken out of my retirement account (I told them I am willing to let them keep that if they would just stop harassing me), but primarily even to this day they continue to debit my account for service that I haven't used in over a year and a half. I've put stop payments on the $35 monthly charge but Paychex literally ILLEGALLY circumvents the banking system by continuously changing the ACH code in order to debit my account. This has amounted to nothing more than harassment at this point, as I need to make sure every month that the bank reverses the charge which they have been doing up until now. They're saying I never sent the completed form to the proper department, though I sent it back to my sales person which is what I was originally instructed to do. In any event, if they need to circumvent the ACH system in order to collect payment, they obviously know I do not want their services any more! Whenever I call I get totally d!cked around as if I'm on a "COMPANIES TO HARASS" list.

  

  Business response

  08/05/2024

  August 5, 2024
  Better Business Bureau, Inc.
  100 Bryant Woods South
  Amherst, NY 14228
  Attn: Complaint Handler
  
  Re: ** ******* ***
  Case: ********
  
  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 the administrator of ** ******* *** stated they were being debited $35.00 a month for a service they had not been utilizing in over a year and half. They were seeking to have this ACH stopped from their bank account.
  
  I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************** ** ************ *** ********
  
  Sincerely,
  Lacey K*****
  401(k) Client Relations Service Partner

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I concur that it is an accurate summary of the agreement that we reached. However, I just received another $35 debit yesterday. I understand that there may have been insufficient time to correct the situation, but in any event my bank has reversed the charge as usual.
  

  This case can rightfully be deemed settled, however be it known that I do hereby reserve the right to reopen the case should an unauthorized debit from Paychex reoccur at any time in the future.

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested Immediate Cancellation of Unwanted Service and Refund. 1. Immediate cancellation of the unwanted service 2. A full refund of all charges incurred since my initial cancellation request 3. A written confirmation of the cancellation and refund within ten business days

  

  Business response

  07/18/2024

  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 they attempted to cancel the HR Essentials service, was requesting a refund be made and confirmation of the action taken in relation to these requests be sent to them.With the assistance of a Paychex Manager the client has received resolution. Details of the resolution are attached. I believe the matter to be taken care of for the client. If you have further questions, you can contact me at ********************** or via phone at ###-###-####.Sincerely,Christine P********HR Services Area Manager 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paychex continued to withdraw money from our bank account for several months after we cancelled services with them on 2/24/24. When we called to complain, they asked us for documentation, which we provided right away. Since then, we have had multiple conversations with different customer service agents who have all been either unable or unwilling to help. We are seeking a full and immediate refund for these unauthorized charges.

  

  Business response

  07/12/2024

  Dear *** ****

  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 continued to charge the account when they had stopped processing payroll.

  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 ###-###-#### or ********************

  Sincerely,
  Dustin D*****
  Client Service Manager

• Initial Complaint

  07/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paychex PEO was my payroll provider From January 2023 to September 30 2023. They were responsible to file all quarterly tax reports as part of my contract. I have now received 2 notices from the IRS stating the 941's have not been filed for the dates they were responsible. I have contacted the business and they have had since May 29th 2024 to issue a response. I was told I would hear from them within 10 business days I have heard nothing and they have not dealt with the tax situation.

  

  Business response

  07/12/2024

  Thank you for your inquiry regarding ***** ******** ********* ****** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ***** ******** ********* ****** LLC stated that Paychex PEO was their payroll provider from January 2023 to September 2023 in which time we were responsible for filing 941 tax returns with the IRS.  The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. The details of our 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 ********************* ###-###-#### X 5160012.Sincerely,Nisha V*******Nisha V*******Manager, Client Advocates- PEO Service WestOffice: ###-###-#### X 5160012  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/16/24 we submitted to Paychex an IRS notice of unpaid 943 Agricultural Withholding. Paychex was paid this withholding, but has made no progress is resolving why the IRS has not received the funds. There have been numerous emails on the status and progress since mid-April. An email from Chance T****** on 6/25/24 indicated that the turnaround is 30 business days. It has been far beyond 30 business days since original file date of 4/16/24, and zero resolution from Paychex. The typical response from their "PAC Penalty Notice" team, is that we are in the queue, but can't give us where we are in the queue, or any other helpful information. As we have paid the withholding to Paychex, they need to clear this up and pay the IRS all amounts due including any and all penalties current and future that may accrue. Current amount due from IRS Notice ****** dated 6/10/24 is $87,5677.77. If we receive any further notices from the IRS, with additional penalties, Paychex will need to pay for those penalties as well.

  

  Business response

  07/25/2024

  : Thank you for your inquiry regarding ******** ********** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ******** ********** LLC stated they received a notice from the IRS in regard to missing Form 943 tax payments and is looking for assistance in resolution.  Please see the attached. If you have further questions, you can contact me at ******************* Sincerely,Jennifer G****Client Service Manager 

  Customer response

  07/25/2024

  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.
  Once, the issue has been fully resolved with the IRS, and we receive a direct notice from them that everything is cleared up we will then be able to resolve this complaint.
  
  Regards,
  
  ****** *****
  
  
  
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Need an amended 10-99 for one of our independent contractors. Paychex refuses to solve this issue and I have been in contact with multiple paychex employees, supervisor. This issue has been on-going since April 2024 with no resolve.

  

  Business response

  08/01/2024

  Dear
  
  Thank you for your inquiry regarding ***** * *********** * ************ ****. 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 concerns regarding an Amended Return for one of the independent contractors.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ******************** ###-###-####.
  
  Sincerely,
  
  Jay B*****
  Manager, ASO West-PHRS Client Services
  

*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. ↩