Complaints

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

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• 

  Paychex Inc

  911 Panorama Trl S Panorama, NY 14625-2311

  
• 

  Paychex Inc

  2 Court Street Suite #403 Binghamton, NY 13901

  
• 

  Paychex

  1955 Lake Park Dr Se # 100 Smyrna, GA 30080-7649

• 

  Paychex Inc

  1155 Kelly Johnson Blvd #111 Colorado Springs, CO 80920-3957

• 

  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:07/08/2022

  Type:Customer Service 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.

  The level on incompentance is appalling. As a small business, I trusted this company to walk me through the process and explain to me how their company and policies work. However, it was anything but, all I receieved was broken promises by so called supervisors and employees. I literally had to call 15 times in a two week span and finally gave up. I decided to close out all accounts 40k and insurance policies and payroll account that I didn't need, however they failed to tell me that I had an outstanding balance until I kept getting harrased by the their collections department. When I proceeded to contact the collections department via email she was very rude and condenscending. This company failed to alert me that I had a outstainding balance, that was due upon closure, however, it was never stated, even though I cancelled by phone. All that I was told was that my account was now closed. This company has no real customer service that can provided resolutions, now they are charging me for penalties and late fee's for an outstanding balance I knew nothing about when closing out my accoutn via the phone. Even if I signed a contract it is the employees duty to make the customer aware. They are now asking me to make $191 weekly payments. We are a small business an $800.00 a month is over what we can afford.

  

  Business Response

  Date: 07/29/2022

  Dear *** ***:
  Thank you for your inquiry regarding ** ********* * ********** *** ***** * *******. 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 ** ********* * ********** *** ***** * ******* stated they were extremely dissatisfied with the level of service they received while trying to terminate their company sponsored 401(k) plan with our organization. After speaking with several representatives and supervisors, she decided to close out the 401(k) plan. The client claims that nobody from our organization disclosed to her that the remaining installments of the setup fee would be charged to her company bank account once the termination of the plan had been completed. This information is disclosed in our Servicing Agreement the client signs at the point of sale. The client also was very unhappy with the experience she had with our Corporate Collections department. The payment arrangement that was proposed was more than what the client could afford.
  Attached is the resolution.

   believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me via phone or email at the contact information provided below.

  
  Sincerely,
  Angela M******
  401(k)/S125 Client Relations Representative
  Office: ************ ********
  www.paychex.com

  
  

• Initial Complaint

  Date:07/08/2022

  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.

  One of their staff members processed a payroll without approval and they are unable or willing to reverse the debits to our bank account. On 5/13/2022 I asked Alicia Monk to change the date of the 5/15/2022 payroll as we fired somebody and need to pay them that same day. While doing this, she also processed the payroll for 5/30/2022. On 5/16/2022 I caught this error and asked her to cancel it as I could not on my end. She claimed she did; however, the payroll still processed and we payed two people we let go. And now she's claiming this is our issue not Paychex's. And that apparently that's what her supervisor told her. Legally, as it was one of their employee's that processed payroll without authorization (as our account requires) Paychex is liable for all funds that illegally left our account and should be the one taking the hit financially, not us however they refuse to correct their own mistake.

  

  Business Response

  Date: 07/29/2022

  Dear *** ***:
  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:
  
  On 5/13/2022, the client requested to have their check date changed to reflect 5/13/2022 as they needed to pay some employees same day.  The specialist processed the change and on the same day erroneously processed the following payroll dated 5/31/22.  On 5/16/22, the client caught the error and notified their specialist. The specialist acknowledged this, and the void was processed, however the client stated the specialist never processed the request.  The client stated that specialist did not take responsibility for the error and stated the supervisor advised them of this. The client stated Paychex is liable for all funds that left their account and should be taking all financial hits.  The client stated Paychex refused to own mistake.
  

  Attached is the resolution. 
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ *** ******* or ******************
  
  Sincerely,
  Jennifer G****
  Client Service Supervisor

• Initial Complaint

  Date:07/08/2022

  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 utilizes Paycheck from about April 27, 2021 until June 29th. My account was auto debited durning this duration. When I canceled(On June 29th) my last bill was auto debited for that final payment like all other payments. I was not auto debited again. I received a call from Paycheck to solicate services again a few months later, but indeed expressed my concern that I canceled as still receiving a bill and I believe he confirmed but he did say I will receive follow-up. No follow-up. I'm not sure which of the above came first or whether I was notified about a balance and expressed that I canceled. I'm just not sure. However, all of it happened I complained via a phone call to paycheck as well. After, I did not receive any more calls. So, Now there is an attorney contacting me via phone and sending letters for a over $900 bill from Paycheck. Please fix this? Thank You, ****** *****

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  Better Business Bureau, Inc.
  100 Bryant Woods South
  Amherst, NY 14228
  Attn: Complaint Handler
  
  Re:      ****** *****  
  Case:   ********
  
  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 they are still being debited for services that were cancelled.
  
  As of this date, we have made several attempts to contact the client since receipt of this complaint. We ask that she please contact Kaitlin C******* at ************ * ******* so we can attempt to resolve the matter.
  Sincerely,
  
  Kaitlin C*******
  Client Service Manager

• Initial Complaint

  Date:07/07/2022

  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.

  hi there, i'm paychex customer since january 2022, my company is ** ******* **** *** Inc , id : ******** .i dont know why they keep change my payroll specialist every month, everytime they did that ,they mess up my payroll, i have to start over again with the new one , last time my specialist is Angel R***** ,her email: amr*****@paychex.com. she did my payroll, she withdraw from my business bank account $7,559.86 on Jun 17,2022. she sent me a printed check which i do not use it ,i already told her that , i alway write the check by myself since i open my business, i told her that i do not use that check and i want the refund, it mean the money back to my business account, she told me that she did void the check for me but i still do not get the money back , she told me that i have to wait 48 hours so the money can be back to my account , i still not get it , it been 3 weeks already , i do not know what happen to my money , i keep calling her , she hang up on me , this is my hard working money to keep shop running , i call paychex and they keep transfer me to another and another, i explain my situation but it not resolve , i talked to her supervisor , her name is Nancy A B*******, her email is : nb*******@paychex.com. she promise me that i should get the money after july 4 ,2022, i do not see anything , i came to their office location, still not resolve, everytime i call them they said they work on it , they talk to the direct pay department but same thing , i still do not get my money back , please help me BBB ,i just want my money back, i really appreciated , i really not happy with paychex service, customer service super bad ,i sent them cancel form , i want to terminate their service also , , i wait to hear back from you ,thank for helping me

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  Better Business Bureau, Inc.
  100 Bryant Woods South
  Amherst, NY 14228
  Attn: Complaint Handler
  
  Re:      **** *****
  Case:   ******
  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 that seven thousand dollars were withdrawn from their business account due to a manual payroll that was completed.
  
  Attached is the resolution.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me.
  
  Sincerely,
  
  Lydia S*********
  Client Service Manager
  ABQ Regional Service Center
  Office: ************ **** *******
  es*********@paychex.com 

• Initial Complaint

  Date:06/29/2022

  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.

  From 2018-2020 Paychex did not adhere to the Annual Compensation limit for each year when calculating the Employer Match for a highly compensated employee. I discovered this just this year and brought it to Paychex attention. I have spoken to no less than ten "customer service specialists" who either had no idea what I was talking about or were not experienced enough to address our issue. We were finally assigned a "specialist" who was supposedly a supervisor. We had a phone conversation with her outlining our questions. She emailed us back answers that did not give us any detail of how the situation would be rectified. We understand that the monies are now in a "forfeiture" account. I have responded via email multiple times over the last month detailing our questions and asking for someone to be assigned to us who can have a phone conversation to straighten this all out. I will attach the email chain and supporting documents. It is unconscionable that Paychex can just ignore a large monetary issue such as this! Please assign someone to this who we can actually talk to on the phone and who has the experience and ability to resolve this issue.

  

  Business Response

  Date: 07/21/2022

  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 from 2018-2020 that Paychex did not adhere to the Annual Compensation limit for each year when calculating the Employer match for a highly compensated employee. The client brought this to the attention of Paychex several times and is not happy with the corrective measures that have been taken.  Attached is the current resolution and update.This matter is still open, but I am continuing to assist the client through these servicing concerns. If you have further questions, you can contact me via phone or email at the contact information provided below.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### X***************************

  

  Business Response

  Date: 08/18/2022

  Thank you for your inquiry regarding ***** ******* **********. 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 ***** ******* ********** stated that from 2018-2020 that Paychex did not adhere to the Annual Compensation limit for each year when calculating the Employer match for a highly compensated employee. The client brought this to the attention of Paychex several times and not happy with the corrective measures that have been taken so far.Attached is the resolution.We believe this matter has been resolved to the client’s satisfaction, but we ask the client to please contact Angela M****** directly at extension ******* so we can attempt to resolve any outstanding issues. Thank you for your time and please let me know if you have any questions. Sincerely,Angela M******401(k)/S125 Client Relations Representative

  Customer Answer

  Date: 08/19/2022

  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 at this point in time. Open issues will remain until January of 2023 when we will hopefully gain full closure of this matter. Regards, ***** ***** 

• Initial Complaint

  Date:06/27/2022

  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 discontinued services effective January 1, 2022 so they were no longer providing services after 12/31/21. The cancellation was coordinated with a rep from Paychex, however Paychex continued to charge fees to the checking account after their services stopped. After numerous attempts to contact Paychex and get the unauthorized charges stopped I had to contact my banker and get a stop payment put on the Paychex fees. Paychex then increased their fee and I received a letter showing the increase and that it would be charged on 6-10-2022. At this point our Banker was contacted again to be sure this unauthorized fee would not be charged to our account. He stopped it. Then I got a call from Paychex when this was returned asking for their fee and why it was stopped. The caller was told I'd been trying to cancel the fees and the service stopped 12/31/21. He was quiet but did not offer to help. The total of unauthorized fees taken is attached and totals $1,086.75. Extremely frustrating that there’s no way to contact Paychex or get a call back. On one attempt I was told I would get a call back in 2 hours. She never called. I am very dissatisfied.

  

  Business Response

  Date: 07/06/2022

  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 ******* ****** ***, was to be closed by Paychex on December 31, 2021.  Unfortunately, this did not happen timely, and the account continued to be charged. 

  Attached is the resolution.

  I believe the matter to be resolved by July 6th to the client's satisfaction. If you have further questions, you can contact me, Tanya S***** at ********************
  
  Sincerely,
  Tanya S*****
  Client Service Manager

• Initial Complaint

  Date:06/21/2022

  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.

  We started working with Paychex in December of 2020 and ended services at the end of February 2022. It was our understanding that we would be $27 per pay period for (1) employee. Not only were we charged more than this but the price was changed multiple times throughout the time we were with Paychex. During this time as well, we were randomly charged for missing state ID in some but not all the invoices - despite having given state ID from beginning and later confirming that they did in fact have it. We were also randomly charged for inaccurate ‘insufficient funds’ fees as well as Premium Processing Direct Deposit despite having sent in hours on time and being able to prove so. These extra charges came up to over $1,000. We asked that they provide us copies of every single transaction we had with them, yet they only provided for April ‘21 through February ‘22 April 2021 - October 2021 we were charged a total of $599 in just State ID and PPDD fees October 2021 - February 2022 we were charged a total $600 in just State ID and PPDD fees We were also misinformed multiple times on whether they were paying our quarter end and year end taxes despite the fact that they were in fact charging us for tax payments during each transaction we had with them as well as quarter end delivery and state return charges. We have been trying to get this situated since we decided to leave and switch over to another payroll company but have been having issues every step of the way. At this point the agent that was helping us file the complaint has not only stopped reaching out to me but has completely gone MIA and is not answering any emails, texts or calls from us. We have tried getting in contact with the company multiple times and are not receiving any help. At this point we are unsure how to proceed and are hoping to receive help from the BBB. We are still receiving invoice emails from them as well. Last one was dated May 27 2022 despite ending services since February.

  

  Business Response

  Date: 07/06/2022

  Thank you for your inquiry regarding ***** ***** ***. 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 ***** ***** *** stated that they were over charged on invoices and fees assessed to their account beginning in 2020.Attached is the resolution.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** or ###-###-####Sincerely,Stephanie L****Client Service Manager

• Initial Complaint

  Date:06/21/2022

  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 had a company that utilized paychex payroll and retirement services. That company closed and I opened a new company in January 2022. I decided also use Paychex for my new company. The salesman Gregg P**** assured me that my 401k from my old company would be transferred over to the new company. This never happened. In February I contacted Gregg to let him know and he said he would look into it. I never heard back. The 401k balance was never transferred to my new account. I have spent the last week calling, emailing, and texting and have not had any resolution. On the phone, hold times are greater than 50 minutes each time, and when I speak to someone, they just transfer me to someone else. On one call I spoke with a Maryna G******, and she told me to email Christina W******. I emailed Christina twice with no reply. I have also contact Paychex through Facebook messenger twice. Each time they said they would escalate it and I was never contacted. This is 6 months and I have no access to my 401k and am unable to get it transferred to my new account.

  

  Business Response

  Date: 06/29/2022

  Thank you for your inquiry regarding *** ******** ***. 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 *** ******** *** stated that they where under the impression that the 401k assets would automatically move from the owner’s old company to their new company that also had a Paychex 401k plan. They had an issue with no return phone call and a long hold time with our Service Center in their attempt to get their issue resolved.  Attached is the resolution.

  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ********************* ************ **** *******

  Sincerely,
  Dominic B*******
  Client Relations Representative

• Initial Complaint

  Date:06/20/2022

  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.

  Date of Transaction Dec 17 2021 Amount of Money you paid business 780.00 What the business committed to provide – Cancellation of Services and provided confirming email on Dec 17, 2021 yet when I call about the deducting from account they state wrong service was cancelled. This is first time they have told us that in the six months we have been having money deducted from our account. What the nature of the dispute is- Paychex has failed to cancel all their services. We cancelled in December of 2021 and they are still deducting money from our account 6 months later. Whether or not the business has tried to resolve the problem- Paychex continues to move our file from one department to another with no resolution for 6 months. Money is still being taken from our account with no resolution in sight. Account order tracking number” -- 14118866

  

  Business Response

  Date: 06/29/2022

  In this complaint, two companies come up. I need to know which company the client is speaking about. Please let me know if you have any questions.    They are not being charged for payroll.  It looks like one has 401K they are being billed for so I need to ensure which account it is.  Please let me know if you have any questions.

• Initial Complaint

  Date:06/16/2022

  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.

  Our small non-profit organization utilized Paychex for payroll administration, and we experienced several instances of problems with Paychex failing to withhold local income tax for three of our employees. Withholding local income tax is a legal requirement in our state, and we paid Paychex, as our payroll administrator, to calculate, withhold, and file our payroll taxes correctly. During a recent audit, our organization discovered that Paychex had not been withholding local income tax for one of our employees for a period of two years. After confirming that we have been submitting the correct tax forms to Paychex to notify them of new employees and their tax withholding requirements, I contacted our Paychex representative. The representative stated that, if we wanted to have local tax withheld for an employee, we should have hand-written a note to that effect on the employee tax withholding forms sent to them for each employee. Again, these taxes are legally required in our state, and the tax forms that contain the information for tax withholding were sent to Paychex. The representative also stated that local tax withholding is a courtesy and that the employee is responsible for ensuring that the tax is withheld correctly. That is a false statement--our local laws place the responsibility for local tax withholding on the employer rather than the employee. Paychex did not accept responsibility for the error after speaking with our representative twice about the issue, and the result for my organization was spending a significant amount of time and effort to rectify the error with the local government in question as well as correctly filing the tax forms for the two year period that Paychex had been filing incorrectly. It also resulted in penalties and interest on the two years of taxes that had not been correctly withheld and filed by Paychex. As a direct result of this incident, we have terminated our relationship with Paychex.

  

  Business Response

  Date: 06/27/2022

  Thank you for your inquiry regarding ***** ********** ****. 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 ***** ********** **** they have discontinued Paychex service due to an issue concerning local taxes.  We have made several attempts to contact the client since receipt of this complaint. We ask that he please contact me at ************ so we can attempt to resolve the matter.

  If you have further questions, you can contact me at ******************* ** *************

  Sincerely,
  Susan K*****
  Senior manager Paychex Inc.