Complaints
This profile includes complaints for Paychex Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 500 total complaints in the last 3 years.
- 184 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/23/2025
Type: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 ManagerCustomer 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:04/21/2025
Type: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 LeadCustomer 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:04/16/2025
Type: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: ###-###-#### X5280184Customer 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,
******* *******
Initial Complaint
Date:04/15/2025
Type: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 started off OK, but over time, my experience with them became a nightmare. Every year, I was charged for W-2 printing and delivery — and I ended up printing them myself because they never arrived. No refund, no explanation. Then came the ERTC situation. We paid over $5,000 for Paychex to file our ERTC. They provided the numbers, we approved them, and then… nothing. 6 months passed without a word. When I finally contacted the IRS myself, I was came to find that nothing had been filed. When I reached out to my Paychex sales rep, she told me they didn’t file the credits because the 1st quarter’s payroll was done through ADP, and they “needed those numbers.” Apparently, because of a typo in my email address (even though we had been emailing regularly), no one reached out. They also claimed they only file once — so instead of submitting the other 3 eligible quarters, they just did nothing. Had I not called, I’m not convinced they would have ever told me — or refunded a dime. Eventually, I provided the missing info myself. Then they told me they still couldn’t file the 1st quarter and that I had to do it manually — even though that was supposedly the reason they hadn’t completed the process in the first place. The result? After 2 years, I’ve received just 1 of the 4 checks. No accountability. No urgency. I closed my account and was told everything was squared away. Then a month later — surprise! — a monthly bill appeared. I called again and was told it would be removed. Now I’m dealing with a UC Audit, and guess who’s holding my payroll and tax reports hostage? Paychex. They’re demanding $500 for access — and no one can explain what the charge is for. Just another shake-down from a company that clearly has no regard for its clients. This company is the definition of incompetence. Their staff is poorly trained, disorganized, and seemingly indifferent to their customers’ needs. If you value your time, money, or sanity — stay far away from Paychex.”Business Response
Date: 04/15/2025
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 there was a concern with ERTC billing and service alignments as well as a current concern we would not provide reports as an additional balance was owed. Client stated that balance owed was $500.00 I believe the matter to be addressed for the client. If you have further questions, you can contact me at *********************** or ###-###-#### ext. *******.Sincerely,Liliana F********Manager, Client Services HCM Small MarketInitial Complaint
Date:04/14/2025
Type: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 ran a company that was a payroll client of paychex. Our company went out of business in July of last year and we cancelled our paychex account. I spoke with our client representative and the benefits team to cancel our account. Our benefits team successfully cancelled our account with the benefits program, but our client rep never fully closed our payroll account. We were not aware we were still being invoiced for the payroll account until the last 30 days. I spoke with our payroll representative and she apologized and cancelled our account with an effective date of last July - as originally requested. She also credited our account for the erroneous bills that had been processed in the interim. At this point, I was very satisfied as all had been taken care of. Until paychex attempted to debit our account again today. I called our payroll specialist back and she said that there was another service that we were being charged for that she didn’t catch last week when we spoke - Section 125 benefits, something I had never heard of until today. She transferred me to that department who told me there was nothing I could do and we owed the money. I asked her why no one informed me of the need to separately reach out to this department. Especially given that they told me I needed to co tact our benefits team separately. So why wouldn’t they tell me about this one? She attempted to blame me for the fact that no one internally had reached out to her and that there was nothing she could do. She refused to let me speak with a manager and said that someone would reach out to me. I have had multiple companies use paychex and I will never use them again - I will also encourage others in my industry to avoid using them as well. ********** and ***** have significantly superiors products at this point. Paychex makes it purposefully complicated to cancel and close accounts and even when you do everything they tell you to do, half the time they don’t close the account.Customer Answer
Date: 04/15/2025
Wanted to just let you know that I just heard from Paychex and they'll be refunding all of our money, and closing out our account.Initial Complaint
Date:04/07/2025
Type: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 was with this company for many years and they've been wonderful. Last year they began changing agent after agent and my company and employees payroll fell through the cracks. I have 2 locations and they began sending double paychecks and moving employees around on me. That was last summer. All of the errors and the resultant late paychecks cost me 3 employees and a few hundred dollars in payroll taxes for wages that never should have been run. I spent weeks getting a runaround while they were "working it out". Nothing was ever resolved. Later in the fall I had a new employee that was supposed to get paid $8/hr for 40 hours of work. Instead they sent a paycheck where they'd paid her $40/hr for 40 hours. So a $300 check ended up $1500 and they pulled out all the taxes etc associated with that and have never reimbursed me or made it right on her w2 despite repeated requests to do so. I asked that 1 more payroll be processed before the end of the year. Because of all of the gross errors I didn't dare go into a new year with Paychex. They said they couldn't get it done by the end of the year so I told them never mind. They then processed it anyway in January and charged me al of the fees associated with that. Finally, I have repeatedly told them to cancel my service with them and they refuse to do so and contrinue to charge me a monthly $58 dollar fee that they've refused to stop collecting. I have told them by phone and by email to cancel and yet they refuse to fix the issues and/or stop taking my money.Business Response
Date: 04/15/2025
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 that a check was processed with an incorrect pay rate, creating an overpayment that had not been reimbursed. Additionally, there were continued invoice charges after their account was requested to be closed.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ********************* or ###-###-####.Sincerely,Andrew S*******Client Service ManagerPaychex Inc.Initial Complaint
Date:03/28/2025
Type: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 signed on with them in May 2024. I am a LLC and put myself on payroll. I was never told by them this was an illegal act according to the IRS. Paychex has been doing my payroll as an LLC for myself but I should have been only as an S-corp status... Tukima M****** (my rep) does not understand this and is confused about it... However, this was set up prior to her. My W2 to the IRS is illegal...I have paid them for months and spent unnecessary funds to attain nothing of what I needed initially. My tax preparer and I had a conference call with Tukima this morning and do not feel comfortable with the outcome. And her biggest concern was, 1. Was I going to still do payroll with them 2. Did I want her to do the necessary paperwork to submit for me to become a S-Corp Tukima called me back later and stated this was my fault as I was a self enrolled customer. And they set me up based on my answers in their checklist. My question, In the discovery period, wouldn't your employees tell me I could not do this as just a LLC? In the checklist shouldn't there be questions to determine if this can work? Also, to fix this I am being charged. I also received a call from Tenisha who stated she was a supervisor. We actually got nowhere. When I asked about someone over her she stated the same person that Tukima reports to is also her supervisor. I asked about that, then she said they all work as a team. And that no matter what the way I onboarded this was my fault. I need help immediately to fix this urgent matterBusiness Response
Date: 04/11/2025
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 the owner should not have been on payroll as they operate as an LLC instead of an S-Corp. They expected Paychex to provide this information during the onboarding process. They have requested that the incorrect filings be rectified at no additional cost.
I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* ** ************ *********
Sincerely,
Ashley R*****
Client Service ManagerCustomer Answer
Date: 04/14/2025
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. The matter is not resolved as of yet. I am still waiting on someone to contact me to get started on 2024 to fix and clear up. And it looks like a new associated I was given a new representative, not sure why...could it be because of all of the misunderstandings. I reserve the right to come back here for help if there is no communication or resolve shortly.Regards,
***** ******
Business Response
Date: 04/24/2025
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 the owner should not have been on payroll as they operate as an LLC instead of an S-Corp. They expected Paychex to provide this information during the onboarding process. They have requested that the incorrect filings be rectified at no additional cost.
I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* ** ************ *********
Sincerely,
Ashley R*****
Client Service ManagerInitial Complaint
Date:03/28/2025
Type: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 opened a small business and used their services to process payroll checks. After the business failed I ended my contract with Paychex. After I ended my contract, they continue to charge me for more than six months until I finally had to go to my bank and block any withdrawals from this company. I then spoke with several people at this company and each time I was told something different. I then had to fill out certain documentation and send back to them to close the account. Even after filling out the documentation that still continue charge me. I faxed poppies of that documentation to at least five employees at their company and still they continue to charge me.Business Response
Date: 03/28/2025
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 are due a refund for services they had previously canceled yet continued to be billed for.I believe the matter to be addressed for the client. If you have further questions, you can contact me via email at ***************** or via phone at ###-###-####.Sincerely,Katie W***Client Service ManagerTime and AttendanceInitial Complaint
Date:03/23/2025
Type: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 was terminated from my employment on Feb 18, 2025 and received a letter from Paychex flex stating I am eligible to receive a distribution from my retirement plan. When I went into paychex flex my account could not be found. I contacted customer service numerous times and was abruptly disconnected or they could not find me. I had tried asking customer service if it was due to me not having my work email that I signed up on and no resolved. I have talked to HR at the agency I was employed to fix and he said he could not find it either and a few days later stated that I was to receive an email from the Paychex representative. After days and days have gone by I reached back out to HR and he has been checking everyday with no response from Paychex. This is getting drawn out too long and I'm worried that I will be charged fees that could have been resolved before they would be chargedCustomer Answer
Date: 03/25/2025
The Admin for the account with Paychex Flex is ***** ********** ********** I believe the main office is *** ******* ******** ** ***** but they do have numerous offices. The plan number us #******
I have reached out to them multiple times and can they stated weeks ago that paychex was to fix the issue and email me and have not heard or received anything from Paychex. When I spoke to chat feature they dont seem to speak english and arent clear about the information they are asking.
Business Response
Date: 03/26/2025
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 a previous employee of ***** stated they were unable to access the online account to distribute funds from the plan and had difficulties reaching someone for assistance on this matter. 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,Sherry T****t 401k Client Relation Service PartnerInitial Complaint
Date:03/21/2025
Type: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 writing to formally express my dissatisfaction with Paychex’s handling of my company’s certified payroll configuration request. As an employer bound by federal/state contracting requirements, timely and accurate payroll processing is critical. Unfortunately, the service provided by your team over the past month has been unacceptable for the following reasons: Unresponsive and Unprofessional Customer Support Repeated attempts to resolve issues through Paychex support channels (phone, email) have resulted in excessively long wait times (often exceeding 30 minutes), inconsistent follow-ups, and a lack of ownership from representatives. Despite multiple escalations since last month, the configuration remains incomplete. This demonstrates a clear disregard for client urgency and contractual obligations. Failure to Provide Training or Documentation Paychex team has not supplied any user guides, video tutorials, or live training sessions to help my staff navigate the certified payroll system. This omission forces us to rely entirely on fragmented support interactions, further delaying compliance. Risk of Financial Penalties Due to Paychex’s Delays As certified payroll is legally mandated for our projects, Paychex failed to complete setup by this week directly exposes my company to penalties from the Department of Labor. All associated fines and legal repercussions will be formally disputed and billed back to Paychex unless resolved immediately.Business Response
Date: 03/31/2025
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 has come to my attention that ****** ********** has experienced delays and challenges related to customer support. After multiple attempts to reach out, the client has indicated that their certified payroll configuration remains incomplete. Furthermore, the client has requested training or documentation to reduce reliance on support interactions and to mitigate potential delays in maintaining compliance. The client has expressed concern about the risk of penalties from the Department of Labor and seeks to address this matter promptly to avoid any financial consequences.As of today a Paychex Manager has worked with the client to ensure their concerns are resolved. Details of the resolution are attached. If you have further questions, you can contact me at *******************.Sincerely,Tarik S****Client Service Manager
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