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

  286 Washington Avenue Extension Suite 100 Albany, NY 12203

  
• 

  Paychex Inc

  215 Greenfield Parkway Suite 100 Liverpool, NY 13088

  
• 

  Paychex

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

• 

  Paychex, Inc.

  335 N Wilmot Rd Ste 200 Tucson, AZ 85711-2611

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:05/22/2025

  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.

  We hired PayChex to handle our payroll. In 2017 they sold us on their PEO product. They took money from our checking account ; unfortunately, they didn't pay the 941 taxes. I've tried since 2022 to work with PayChex to resolve our tax problem with the IRS. PayChex refuses to take any responsibility. I have bank statements showing that they took the money from our account. I assume it was applied to the wrong account. PayChex will not help me. They have had our money in their accounts since 2017. The IRS is now planning to attach a lien to our company for over 300K. PayChex is unresponsive , passing the call to one dept then another.

  

  Business Response

  Date: 06/03/2025

  Thank you for your inquiry regarding ********** **** *********** ** * *** Inc FEIN **-*******. 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 “We hired Paychex to handle our payroll. In 2017 they sold us on their PEO product. They took money from our checking account; unfortunately, they didn't pay the 941 taxes. I've tried since 2022 to work with Paychex to resolve our tax problem with the IRS. Paychex refuses to take any responsibility. I have bank statements showing that they took the money from our account. I assume it was applied to the wrong account. Paychex will not help me. They have had our money in their accounts since 2017. The IRS is now planning to attach a lien to our company for over 300K. Paychex is unresponsive, passing the call to one dept then another.”I believe the matter to be taken care of for the client. If you have further questions, you can contact me at ******************** or ###-###-####.Sincerely,Joshua W******PEO Payroll Manager

• Initial Complaint

  Date:05/20/2025

  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.

  I enlisted Paychex (upon the recommendation of my CPA) to file 1099 documents for four of my suncontractors for the 2024 filing year. My first complaint stems from having to repeatedly track down a missing 1099 that one of my subcontractors never received. I emailed my account representative more than 5 times about this issue and received no help. My second issue is that I terminated my account with Paychex on April 21. I had enlisted them to file 1099s on a one time basis only. I did not authorize them to file quarterly taxes on behalf of my business yet they did anyway. I had told them right from the start that the quarterly taxes are filed through another agency. On April 4 I received an email stating quarterlies had been filed. I reached out via email and I specified again that they are not to file anything. I prohibited them from filing any taxes on behalf of my business and also from automatically debiting any monies from my business bank account. It was very difficult to terminate my account with Paychex but I was finally able to do so on April 21. Then I received a notice of quarterlies being filed again on April 28. Once again I called (no response) and emailed. On May 12 they debited $168.00 from my business checking account. I respectfully request some help with this issue please. I cannot get anyone to call me back as every call goes to voicemail. I will be happy to provide every email between myself and Paychex.

  

  Business Response

  Date: 05/28/2025

  Thank you for your inquiry regarding ******* *********** Corp. 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 ******* *********** Corp stated they were having an issue related to a missing 1099 for one of their subcontractors and Paychex erroneously filing quarterly taxes on behalf of ******* *********** Corp even though they have a 3rd party already taking care of this function for them.  Finally, ******* stated that they were having a very difficult time in terminating their account but was able to do so on April 21st.  If you have further questions, you can contact me at <********************* and ###-###-####>.Sincerely,Alan J. F*******Manager, Client Service

  Customer Answer

  Date: 05/29/2025

  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:05/19/2025

  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.

  GOAL employee started with the company on 5/2/25 in a part-time position in Virginia. We utilized ******* through **** **** **** ****s help to register both payroll companies for taxes in Virginia. 5/15/24: I notified Justin from Paychex (our former rep) that we were still awaiting tax ID's. 8/7/24: I sent the information we had received from the state of Virginia to Jennifer (current Paychex rep). 10/2/24: I sent the letters we received from Virginia to Jennifer. The letters stated we were not liable for unemployment taxes. At this point we had not received anything about our liability for state withholding. 12/13/24: In December we started receiving tax notices from the state of Virginia. On 12/13/24 I sent an email to Jennifer with the tax notices showing that withholding taxes were not filed for Q2. I sent the tax ID's for state withholding taxes. 12/30/24: Tanesha E**** (Jennifer's manager) emailed us and communicated that we were on active taxpay for Virginia. She stated she had added a request to the tax department for them to file late originals and pull and pay any amount that was required for Virginia. 2/20/25: I submitted the new notices we received from Virginia to Jennifer. 2/23/25: We received an email from ****************************** stating "The agency is now Taxpay active but we have not filed or remitted payments for any previous liabilities." 2/24/25: I replied to above email stating "We were with Paychex when these tax liabilities occurred so Paychex should be remitting these tax filings and payments. Please do so for these past liabilities with the state of Virginia and let us know when the filings have been completed. " 2/28/25: Jennifer replied to the email asking again for the notices and I sent them to her. 3/4/25: Jennifer responds stating "I am going to work on this." - The issue is still unresolved

  

  Business Response

  Date: 05/23/2025

  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 have experienced service issues regarding the resolution of VA Tax Withholding.Please see the attached.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** ###-###-####.Sincerely,Laurie R****Client Service Manager

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  This report regard a company called Pachex HRS. They’ve repeatedly withdrawn funds from my business bank account without authorization. On April 22, 2025 I received an email from this company stating I had until May 22, 2025 to act regarding a 401k plan that was taken out for my business with completely deceptive practices. One of my employees was enrolled in the plan without consent or knowledge. Her paycheck was garnished as a result. This company proceeded to withdrawal funds from my business account. As of today this company drafted $2,299 from my account without authorization. There’s many other charges this company has drafted from my bank account over time. In their “collections” email I was informed I had until May 22nd to “remit all outstanding payments” or “make arrangements for payment”. Today is May 16th and this company took it upon themselves to go ahead and draft this amount from my bank account fraudulently without authorization.

  

  Business Response

  Date: 05/27/2025

  Thank you for your inquiry regarding ******** *** *** Inc. 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 ******** *** *** Inc stated they did not want to maintain their 401(K) plan and needed assistance terminating their services.The client was able to get resolution with the help of a Paychex 401(k) Team Lead. 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 ###-###-####.Sincerely,Patrick J**** QKA401(k) /S125 Team Lead

  Customer Answer

  Date: 05/27/2025

  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.  If it’s possible I’d also like to withdraw my complaint from BBB, as the representative I’m working with has been more than adequate.  Regards, ****** ******

• Initial Complaint

  Date:05/14/2025

  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 HAS BEEN CONTACTED BY MY EMPLOYER AND MYSELF SINCE FEB 2025 I AM STILL WAITING ON A CORRECTED W-2 FORM SO I CAN FILE MY TAXES, IN FEB THEY TOLD US IT WOULD TAKE 5 WEEKS. HERE WE ARE MAY 14 TH AND STILL NOTHING.

  

  Business Response

  Date: 05/16/2025

  Thank you for your inquiry regarding ******** *********** ** ******** P C. 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 an employee of ******** *********** ** ******** P C stated they have not received a copy of their amended W2 yet.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* ###-###-####.Sincerely,Dustin D*****Client Service Manager

• Initial Complaint

  Date:05/12/2025

  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.

  Paycheck has collected money from me for 2024 payroll taxes and has never remitted these to the IRS. I received late charges and notices from the IRS with no resolution from Paychex (they say they are "looking into it). On May 5th 2025, the IRS sent me notice that my bank account will be attached and frozen within 30 days if resolution is not received - the IRS is charging me 7% interest and fees owed to the IRS.

  

  Business Response

  Date: 05/19/2025

  Thank you for your inquiry regarding ****** ***** Co Inc. 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 ****** ***** Co Inc stated that Paychex collected money from the company to pay the 2024 payroll taxes, but the company received a notice from the IRS with interest and fees owed to the IRS.The client was able to get resolution with the help of a Paychex Manager. 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 ###-###-####.Sincerely,Jennifer L K****Jennifer K****Client Services Manager

  

  Business Response

  Date: 05/27/2025

  Thank you for your inquiry regarding ****** ***** Co Inc. 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 ****** ***** Co Inc stated that Paychex collected money from the company to pay the 2024 payroll taxes, but the company received a notice from the IRS with interest and fees owed to the IRS.The client was able to get resolution with the help of a Paychex Manager. 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 ****************** or ###-###-####.Sincerely,Jennifer L K****Jennifer K****Client Services Manager

  Customer Answer

  Date: 06/02/2025

  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:05/12/2025

  Type:Billing 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 called Paychecks to get my 401k money rolled over. It is handled by ******** and cannot understand a single word. It is charging me $75 dollars to get my money back which is never heard of. I need my $75 back.

  

  Business Response

  Date: 05/20/2025

  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 they were displeased with the processing fee incurred for distribution requests.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####, Ext *******. Sincerely,Aleida B****401(k) Client Relations Service Partner

  Customer Answer

  Date: 05/20/2025

  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:05/08/2025

  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 a seasonal business that ends in October and sometime from the team enrolled me in a 401k plan without my knowledge or consent in September at the very end of my season. When my season started again in April I couldn't enroll employees and was saying something about their 401k. When I called paycheck they wanted to change me almost $2000 to cancel something they illegally put into my account. I'm sure they get commission to sign people up for the 401k plan and these people are doing it without consent and need to be held accountable. I asked for the documents that I supposedly signed and they failed to provide them for me.

  

  Business Response

  Date: 05/19/2025

  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 have a seasonal business and someone from Paychex enrolled them in a 401(k) plan without their knowledge. When the client reopened their seasonal business, they discovered they were being billed for the 401(k) plan and reached out to Paychex to terminate this service. Client claims there were unaware of the setup of the plan and refused to pay the $1,500 termination fee associated with terminating this service.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************** or at ###-###-#### ********.Sincerely,Angela M******401(k)/S125 Client Relations RepresentativeOffice: ###-###-#### ********

• Initial Complaint

  Date:05/05/2025

  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 was quoted $60/month for 1 employee check monthly. I am that employee. I was told the first month was unsucessul due to missing information to file with IRS. I called numerous times at that point to cancel their service due to it being unnecessary according to my accountant. They were near impossible to get ahold of to cancel no one would return my calls. At this time they charged me $126.42 for whatever reason I was told it would be $60. Everything was half off if i signed with them at that time. And they also withdrew the taxes in the amount of $318.00. The next month came around and i was charged another $159 still have no idea what this amount was for. I got someone to reply to my email and agree to refund the $159. When my account was canceled a few weeks prior to that i no longer had access to the online portal to have any of my records. I got ahold of a lady towards the end of February by calling the main phone line she researched my account and agreed to refund the initial $126.42. She said it may take a couple weeks to see the refund hit my bank. This has never happened. She also informed me that Paychex supposedly sent the IRS the $318 in taxes. and i would receive a paper check from them in April. Who is receiving check? And how if i never gave Paychex the proper paperwork to file per their numerous information sent to me when i as trying to cancel. I cannot get ahold of the IRS they have no record of the $318 payment for my business or my personal self. So i am not sure how I am supposed to get a live agent to help I was given nothing from Paychex. I keep trying to call Paychex and they keep hanging up on me and now they are just forwarding me to voicemail and ignoring my calls. This is theft!!! when they were trying ot get me to sign up with their company they called me 3 or 4 times a day until they got what they want lied about costs no invoice was ever $60 and when i try to cancel I am avoided and none will return my money that is due to me.

  

  Business Response

  Date: 05/07/2025

  Dear Sir or Madam: 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 had been overcharged for services and were looking to find out where the tax funds of $306.00 were.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************** or ###-###-####.Sincerely,Lisa C*****Client Service Manager

• Initial Complaint

  Date:04/30/2025

  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 failed to make my payroll tax deposit in 2022. When the IRS came calling in 2024, Paychex lied to me and said they had made the deposit. They had not. The IRS recorded liens and seized my refund. I am out over $20k in interest and penalties. Paychex admits it is their fault but refuses to do anything about it.

  

  Business Response

  Date: 05/05/2025

  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 Paychex failed to make my payroll tax deposit in 2022 and our client received a notice from the IRS which included penalty and interest. 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,Karen M*******Senior Service Manager

  Customer Answer

  Date: 05/05/2025

  1.  Why did it take six months, countless emails, etc., to get them to do anything at all?2.  Why did they blackmail me by saying I need to accept their settlement proposal or hire a lawyer on the other side of the country, then pay an arbitrator as well as a lawyer, to get compensation?Paychex is just awful!  BTW, look at their other reviews.  They get crushed everywhere.