Complaints

This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Paychex Inc has 92 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  2 Court Street Suite #403 Binghamton, NY 13901

  
• 

  Paychex Inc

  1200 Premier Dr # 120 Chattanooga, TN 37421-3729

• 

  Paychex, Inc.

  11128 John Galt Blvd #25 Omaha, NE 68137

• 

  Paychex, Inc.

  11777 Katy Frwy., Ste. 200 Houston, TX 77079

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:04/30/2025

  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 spent hours trying to speak with someone from Paychex today. I need a copy of my pay stubs that were processed by Paychex. They told me I need to contact my employer but the employer is out of business. I logged into my PaychexFlex account and they removed everything from it since they are no longer paid by the employer. Regardless, I still need my records. They told me to contact the IRS but the IRS does not have my paystubs and they have an inaccurate W2 because before the company went out of business, they had errors on their W2s. So the IRS is trying to charge me the taxes twice. My accountant needs my paystubs. There is no way to call anyone at Paychex. I spent hours in the chat talking to multiple agents, some of which disconnect from you within the first minute without even responding to the inquiry. It has been a complete nightmare. I need the documents that belong to me, that Paychex was paid to produce. I need to actually talk to someone from there who can help and not be limited to a chat box where the agents are rude and purposely disconnect. What a nightmare of a company! I am a business owner and use Paycor, highly recommend them! They answer the phone and help my employees.

  

  Business Response

  Date: 05/02/2025

  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 ****** ****** LLC stated that they were looking to obtain a copy of employee check stubs and experienced issues in doing so when reaching out to Paychex. ****** ****** also indicated issues with W2 amounts being inaccurate.  I believe the matter to be addressed for the client. If you have further questions, you can contact me at **********************Sincerely,Alicia B********Client Service Manager

  Customer Answer

  Date: 05/02/2025

  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:04/29/2025

  Type:Billing 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.

  Complaint against Paychex Filed by: **** ***********  Summary: In January 2024, I signed up for Paychex services (Payroll, Time and Attendance, and 401K) with a negotiated 87% discount on Payroll and Time and Attendance. I was told the discount would not expire, only adjust if base prices changed. However, reviewing my statements for late January through March 2024, I found: The Time and Attendance discount was removed. The Payroll discount was reduced to around 45%. My biweekly payroll charges rose from $60–$70 to $260–$280, without notice. After contacting Support, I was told discounts "expire after a year" and must be manually renewed. This contradicts my original sales agreement. After escalation, the 87% discount was reinstated — but only moving forward — resulting in overcharges of $900–$950. I was offered a few free months as compensation, which does not cover the overcharges. Concerns: Transparency: I was told the discount would stay unless pricing changed. It was removed without notice. Confusing Billing: Services are billed separately through different portals, making it difficult to monitor charges. Unreasonable Burden: It is not reasonable for customers to manually request renewal of a promised discount each year. Bait-and-Switch: Promises made at signup were not honored once I was fully integrated into their system. Loss of Trust: Discovering hidden charges makes me question continuing with Paychex. Positive Notes: Support has been responsive when contacted. I also value some Paychex features and pricing compared to alternatives like ***** and ***. Resolution Requested: Refund of the $900–$950 in overcharges. Written confirmation that the 87% discount remains in place without needing yearly renewal. Dedicated support representative to monitor and resolve billing issues proactively. I would like to continue using Paychex if these concerns can be fully addressed. Consolidated bill for clarity with Services **** *********** ** ******* ***

  

  Business Response

  Date: 04/30/2025

  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 the 87% discount expired without warning and his account was charged for lesser discount for several pay periods.  The business was expecting a refund for the difference in charges for those pay periods.  The client was able to get resolution with the help of a Paychex Manager. As of this date, the issues were resolved. The details of 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 ****************** ###-###-####Sincerely,Nicole B****Market Service Manager

• Initial Complaint

  Date:04/26/2025

  Type:Billing 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 have two restaurants both formally using Paychex for payroll. Left company after several of my invoices were incorrect and they were late with state filings, resulting in late penalties that Paychex then argued with me they should not have to pay. Constant financials incorrect so put in a notice of departure. Both accounts were closed on January 21 and paid in full. In February they took a monthly fee from both of my businesses. I contacted them - they agreed this was incorrect. They refunded one of the businesses but not the other, and assured it would not happen again. In March they once again took a monthly fee. I then contacted them again on Mar 31, firstly about the February payment not being refunded to one of the businesses and secondly to get a refund for the March incorrect billing. They stated I would be refunded in 5-7 business days. That did not happen. Contacted again on Apr 14. Was told refund in 5-7 business days. That did not happen. Contacted again on Apr 23. They asked me to check my account again. No refunds to either. I was then told that accounts payable said the refunds were issued and to check my accounts before I contacted them again. I checked both accounts again and as of today (April 26) no refunds have been giving to either. Refund owed to 1st restaurant (******** ***** LLC) totals $17.12. Refund owed to 2nd restaurant (** **** ******* LLC) totals $14.98. I know this does not seem like a lot but over the 2 years I was with them, I constantly was mischarged and had to argue for my money, including 3 months in a row of being charged over $300 a month incorrectly. I constantly had to follow up with Paychex on refunds and this is no different. And to now be total 'accounts payable said this has been refunded' when it has not is leading me to believe they will stop responding to my emails shortly. I am asking for help in rectifying this situation as I believe we are at a stalemate. Thank ypu.

  

  Business Response

  Date: 05/05/2025

  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 due an additional refund based on billing amounts collected and returned over a period of 3 months.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 via phone at ###-###-####, x *******.Sincerely,Christine P*******iHR Area Manager 

• Initial Complaint

  Date:04/23/2025

  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.

  Every year Paychex charges me for 1099 and W-2 processing. This year there was an error made on my 1099s and an amendment needed to be made. I was told in writing a specific amount I would be charged to have this amendment performed, and if I didn't object within 48 hours the charge would be made to my account and the amendments completed. Although the reason for the error is in dispute, I agreed to let them amend them so I could have my reports completed in time to have my CPA complete my taxes, Therefore, I did not object and let them complete the amendment. Paychex then charged me 50% more than they had agreed to. Additionally, although a new 1099 was generated, the old 1099 still has not been removed. Despite indisputable evidence that I was overcharged, Paychex refuses to correct their error. I have been trying now for 6 weeks to get my "account specialist" or their supervisor to respond to my concerns. Neither person will return phone calls or respond to emails. Any calls made to other customer service reps end with the promise that the issue has been escalated and I will be contacted by a supervisor. I have yet to be contacted.

  

  Business Response

  Date: 04/28/2025

  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 ***** **** ***** stated they were incorrectly billed for amended returns and incorrect tax returns still in our system.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ********************, ###-###-####Sincerely,Debbie P******Client Service Manager 

  Customer Answer

  Date: 04/29/2025

  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.  Regards, ***** ********

• Initial Complaint

  Date:04/23/2025

  Type:Product 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.

  We were a former client of Paychex for both our payroll and 401K benefits. We canceled our account in December 2024 because of lack of support and ability to get ahold of anyone. They were very difficult to work with. Since our cancelation we have been charged: - 2/3 - $458 - EIB Invoice - 3/14 - $187 - HRS payment - 3/27 - $1500 - HRS payment - 4/11 - $187 - HRS payment We have tried calling NUMEROUS times with an inability to get anyone on the phone. The couple times we have gotten through the person forwards us to someone else who does not answer or the call drops. We have left messages, sent emails and there has been no support. We finally talked to a woman named Lynn who was very nice but said she was unable to help with any of the charges because of who she was in the company. She gave us 2 other contacts who have not returned our calls or emails.

  

  Business Response

  Date: 04/30/2025

  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 they were incorrectly debited for 401(k) services.
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** ** ************ *** ********
  Sincerely,
  Aleida B****
  401(k) Client Relations Service Partner 

  Customer Answer

  Date: 04/30/2025

  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:04/22/2025

  Type:Billing 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 am filing a complaint against Paychex due to predatory practices, ongoing payroll issues, and a complete lack of accountability. From the beginning, I was placed on the wrong platform—something I believe was done intentionally so a representative could earn a bonus. As a result, I have never had a clean or accurate payroll during nearly two years of using their service. The most damaging issue involved unauthorized withdrawals from my business bank account, causing major financial strain and making it difficult to meet payroll and vendor obligations. When I contacted Paychex, the response was unprofessional, dismissive, and lacked any accountability. Instead of taking responsibility, their communication implied that I, the business owner, was to blame for their mistake. Throughout my time with Paychex, I was met with empty promises, poor follow-through, and inconsistent information. Their inability to resolve repeated issues made managing my business unnecessarily stressful and time-consuming. When I chose to leave and switch providers, they delayed releasing vital account data, further complicating the transition. I am requesting a formal apology, reimbursement for financial losses and overdraft fees, a full review of how I was initially onboarded, and immediate cooperation in releasing all remaining payroll data. My experience with Paychex has been mentally and financially exhausting, and I believe other small business owners deserve to be warned.

  

  Business Response

  Date: 04/27/2025

  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 were placed on the wrong service package when they were implemented in July 2023. The client claimed there were unauthorized withdrawal of fees, the client was not able to obtain account data and requested a formal apology letter.The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved. The details of 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 ###-###-#### X *******.Sincerely,Michelle M*******Manager, Client Service – Multi-product Service Center

• Initial Complaint

  Date:04/21/2025

  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.

  Paychex has a division called payflex which manages our 401k's, for oasis outsourcing/****** ****** llc in kalama Wa. For four days now going on 5 all hourly union employees at ****** ****** have been unable to access their 401k. We can log onto the payflex website, but that is it...Wecant see our balance, investments, make changes or anything...I have personally informed paychex/payflex, Human Resourses and the 401k plan administrator and am still in the dark as I loose money on my 401k because I have no access to it....And have not been notified by them of any pending down time...

  

  Business Response

  Date: 04/24/2025

  Thank you for your inquiry regarding ****** ****** Company 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 ****** ****** Company LLC stated they were not able to see their Retirement accounts online.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 Lead

  Customer Answer

  Date: 04/24/2025

  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.  Thankyou, for your prompt attention to this matter..... Regards, ***** *****  

• Initial Complaint

  Date:04/21/2025

  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 cancelled my HR and 401K services on November 6, 2023 and Paychex did not cancel my subscription and continued to charge me money for the service. Life to do date, they have charged me over 3798 dollars for 401K services and approximately 2000 dollars for HRS services, When I called them for the refund, they were insubordinate and threatened me to charge more money for canceling my services. They did not talk properly and hung up the call on me I am seeking justice and want my money back. They also falsified their statements to induce me in signing for these services. In their sales call, their team provide incomplete information about all the charges and also misrepresented incorrect charges that my small business will be charged. I am seeking help from BBB to start the investigation on Paychex practice and seeking all my money back. They also process my ERC credits and charged me additional 8000 dollars based on the credit that I will get back from IRS. It has been almost 2 half years, and I have yet to see the money that they claimed that I will get. So all and all they have charged me approximately 14000 for nothing.

  

  Business Response

  Date: 04/28/2025

  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 that the company incurred charges for services not fully received.I believe the matter to be addressed for the client. If you have further questions, you can contact:Sincerely,Aleida B****401(k) Client Relations Service Partner 

• Initial Complaint

  Date:04/18/2025

  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.

  Paychex team did not tell me about voiding a check that was sent our fraudulently. I called three times afterwards and no one told me about voiding the check until 2 payrolls later when I called again to follow up and they said well now it’s too late we could have voided the check.

  

  Business Response

  Date: 04/22/2025

  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 they experienced service issues related to a previous payroll run.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** ###-###-####.Sincerely, Michelle L**** Manager, Client Services

• Initial Complaint

  Date:04/16/2025

  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.

  Paychex is delaying the rollover of my 401k. They've sent emails saying it can be rolled over immediately but when I attempt to follow their instructions, it says it can not be rolled over right now. They charge monthly fees to keep the account active, which incentivizes them to not allow a roll over.

  Employer 

  ******* **** ****** **** **** * ********* **** ***** **** ***** *** ******* *** ***** ** *****

  

  Business Response

  Date: 04/22/2025

  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 have experiences delays with terminating their retirement plan with Paychex and requested a rollover/distribution of their funds. The client was able to get resolution with the help of a Paychex 401(k) Client Relations Representative. The details of 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 at ###-###-#### ********.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### X5280184

  Customer Answer

  Date: 04/23/2025

  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,
  
  ******* *******