ComplaintsforPaychex Inc

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address an ongoing billing issue with my account. Despite determining the services and settling the account over a year ago, I was recently asked for payment again. This issue has persisted, and I request that my account be set to zero immediately. I have evidence that I was already using another payroll company during the period in question. Additionally, I have documentation that Melissa confirmed my account was fully paid off. Please resolve this matter promptly. Thank you for your attention to this issue. Best regards,

  

  Business response

  10/29/2024

  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 believed a balance was due despite having previously resolved the balance.Please see attached.I believe the matter to be addressed for the client. If you have further questions, you can contact me at Bill ********** ###-###-####.Sincerely,Bill K********Implementation Manager, Paychex

• Initial Complaint

  10/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since February 2024, I have been working with Paychex to resolve a North Carolina tax filing issue. Throughout this period, I have submitted all required documentation, including the Power of Attorney (POA) form, and have made multiple attempts to receive updates and guidance on the case. Despite following up consistently with my assigned representative, Fiona U*******, I have not received any meaningful response or resolution. Most recently, I received an email from a member of Paychex’s Tax Services team on October 22, providing further instructions for completing the NC SUI POA form. I immediately followed up with questions for clarification to ensure the accuracy of my submission. Unfortunately, I have received no response to these inquiries, despite repeated follow-up emails over the past several days. Additionally, my Service Representative, Fiona U*******, initially directed me to submit my issue to ***************************** 2 months ago. However, when I submitted my issue to this contact, I was advised to reach back out to Fiona to handle my case. Despite this back-and-forth, Fiona no longer responds to any of my emails at all. This lack of support and unresponsiveness has severely impacted my ability to complete my state tax obligations on time. The failure by Paychex to address my case promptly or respond to my inquiries has left me feeling neglected as a client, despite my diligence in communication. I am concerned about potential penalties or other repercussions due to their failure to act in a timely manner, and I believe my experience reflects poor service standards that other businesses should be aware of.

  

  Business response

  11/05/2024

  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 Since February 2024, they have been working with Paychex to resolve a North Carolina tax filing issue.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ******************* ###-###-####.Sincerely,Jason K****Client Services Manager

• Initial Complaint

  10/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I open a payroll account for my business ********* ****** ******** LLC acct# ********** February 2023. Due to loosing my job I wasn't able to keep the account open and I had an outstanding balance on the account. I closed the account April 2023. I spoken with numerous representatives about the balance on the account and informing them about my situation and soon as I get a job I will pay the balance. This month 10/7/24 I received an email from a Collection Agency ******* * ***** advising me about the outstanding balance of $894.31 which is not correct. The balance on the acct was $262 with some cents. I called the Corporate Collection Department this morning 9:56 am and wait on hold for an hour 10:56 am and no one came to the phone to rectify the problem. I am seeking help with this matter as soon as possible.

  

  Business response

  10/28/2024

  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. As of this date, I have spoken to the client and the client agreed to pay the outstanding payroll processing charges.I believe the matter to be addressed for the client. If you have further questions, you can contact me at ****************** or ###-###-####.Sincerely,Laurie R****Client Service Manager 

• Initial Complaint

  10/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paychex staff Lindsey H**** tried to make me sign my company over to her s corp. they contacted me first about payroll for my company. I was supposed to pay myself through them $10,000 and they were supposed to take taxes and pay me. I was told it was going to be direct deposited then for reason they couldn’t and I was issued a “live check”. I took the check to ********** Bank where I just opened an account and put in for a SBA LOAN for my business because they are #1 in country for SBA LOANS. ********** teller instantly deemed the check fradulent and I was told it was altered and my accounts were closed and loan deleted. They also forged my signature on documents and put collections against my business behind there fradulent activity which caused me too lose money and accounts and opportunities.

  

  Business response

  11/01/2024

  Thank you for your inquiry regarding *** ******* LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that *** ******* LLC stated he had an issue with bank due paycheck he was unable to cash.I believe the matter to be addressed for the client. If you have further questions, you can contact me at **********************, ###-###-####Sincerely,Bill K********Implementation Manager 

  Customer response

  11/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They made letter to present to ********** bank so I’m pleased. Regards, ****** *********

• Initial Complaint

  10/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Paychex is deliberately withholding and delaying transfer of funds, in disobedience to a court order approved by a judge. They must immediately transfer the funds as ordered, refund any revenue that the company has made while refusing to obey the court order, and the transfer that they make should reflect at least as much funds as were present when the request was made.

  

  Business response

  10/21/2024

  Thank you for your inquiry regarding ********** Inc. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that a participant stated that they were having trouble in executing a process that needs to take place. Please see the attached.I believe the matter to be taken care of for the participant. If you have further questions, you can contact me at ****************** or ###-###-####, ext. *******. Sincerely,Aleida B****401(k) Client Relations Service Partner

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** **** switched payroll companies in February of 2024, Paychex has been taking the withholding tax out weekly when we do our payroll. However Paychex is failing to pay the Michigan Department Of Treasury. The first time this mistake happened we believed it was because of switching companies however it has now happened a second time with our company receiving a penalty from the state of Michigan. We pride ourselves on how we run our company, Paychex is tainting our name with the department of treasury and also having our small business have to pay for our team members to try a get this issue resolved. At this time it seems that Paychex is either a company with scrupulous business dealings or they have someone in the department embezzling our companys money.

  

  Business response

  10/17/2024

  Thank you for your inquiry regarding *** **** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It has been brought to my attention that *** **** LLC has raised concerns about certain tax payment issues related to Paychex with the Department of Michigan Treasury, which have resulted in a penalty. They also noted that the necessary funds were deducted from their withholdings, which should have been paid accordingly.Please see the attached. If you have further questions, you can contact me at *******************.Sincerely,Tarik S****Client Service Manager

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm filing a complaint because my account was just onboarded last month and I have yet to run payroll but we are facing a number of issues that have yet to be addressed. 1) Unable to onboard a contractor due to duplicate SSN in use, by another user. This has been ongoing for weeks, with no resolution. Several calls and emails have been exchanged. 2) We were sold Time & Attendance and at the time, it was anticipated Paychex would support our US and International operations, well that isn't the case, even their third party People Pay does not integrate as originally communicated. We now need a refund on setup and recurring charges as we have had to work outside of Paychex to partner with **** for international (and they also want our business) and ****** for Time & Attendance. Due to the oversell and the time wasted, we are paying significantly more and now rely on 3 solutions instead of 1. At this time, we are considering even moving away from Paychex as having such a small team and paying payroll cost on a per person basis at **** and then paying per payrun at Paychex isn't as cost effective. 3) We are unable to use the Indeed integration for Paychex Hiring, we have reached out and have not received a single response. I was reached out to by an account manager last week, who I assumed was going to assist us... Nope! only reached out to sell 401k plans and we had to decline because of all the unresolved issues. We asked that he assist, he kinda brushed us off, it was uncomfortable honestly.

  

  Business response

  10/09/2024

  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 unable to onboard a contractor due a duplicate SSN number in use by another user, our Time and Attendance product cannot support international employees which was not acknowledged at the time of sale, and unable to use Indeed integration.

  I believe the matter to be addressed for the client. If you have further questions, you can contact me at ********************* ** ************ *** *******
  
  Sincerely,
  Pam R*******
  Digital Implementation Manager

  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We worked with Paychex.com to handle our payroll and taxes. They were to set up our accounts with the required states and handle all tax-related issues. We received a notice from the State of Florida asking for unemployment filings. We never had an employee in Florida and reached out to Paychex to respond/resolve. It's been almost two months with zero updates, and Florida has since withdrawn money from us. We need this looked at and resolved immediately. Please see the attached documents.

  

  Business response

  10/09/2024

  Thank you for your inquiry regarding ******** ****** LLC. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ******** ****** LLC stated that ******** ****** LLC received a notice from Florida for failure to file returns and that there was never an employee in Florida. Florida has since withdrawn funds from ******** ****** LLC. I believe the matter to be addressed for the client. If you have further questions, you can contact me at *******************, ###-###-####. Sincerely, Jason K**** Client Services Manager

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ******
  
  
  
  
  

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For several weeks, Paychex stopped responding to our emails. When we finally managed to contact them, they claimed they had not been receiving our messages. Following this interaction, they abruptly reassigned our customer service representative, who had no prior knowledge of our account or situation. Due to this subpar level of service, we decided to terminate our relationship with Paychex. We informed them that we would be leaving after they completed the current payroll cycle and filed our Q3 taxes. Immediately after notifying them of our departure, we received a response stating that they would no longer be responsible for filing our taxes, leaving us to handle it ourselves. To make matters worse, after our payroll period ended, my employees informed me that they hadn’t received their paychecks. When I called Paychex’s after-hours support, I was told that no payroll journal entry had been created, despite our explicit request for them to run our final payroll. As a result, our employees were left unable to pay rent, all because of Paychex’s unprofessional conduct following our notice to leave their service. Adding insult to injury, I was charged for an additional month’s subscription. I have emailed twice and tried calling customer service without success. I left a message requesting a refund, but I have yet to hear back or receive any resolution regarding either the refund or the payroll that was part of our initial agreement.

  

  Business response

  10/08/2024

  Thank you for your inquiry regarding ********** Inc. Paychex takes complaints from our clients very seriously. We appreciate the opportunity to help settle any disputes that may occur. It is my understanding that ********** Inc stated they have attempted to reach out to their service representative in regard to the pre-mature closure of their account along with a reporting issue that occurred on the final payroll with Paychex.  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 ****************** | ###-###-####.Sincerely,Jennifer G****Client Service Manager Paychex Inc 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paychex offered to lower my weekly payroll cost by January 16, 2024 but didn't lower it until April 12, 2024 even with multiple inquiries. On January 05, 2024, Celia C****** emailed me stating that my payroll service price would drop significantly by January 16, 2024. When it didn't in February I called and again in March until it was finally changed in April. The amount owed in my calculation is $1050.

  

  Business response

  10/08/2024

  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 promised a discount when they switched payroll packages back and they would see a reduced invoice effective 1/16/24.  That did not occur until April.  Client is requesting a refund of the difference in payroll fees during that timeframe in the amount of $1050.00The client was able to get resolution with the help of a Paychex Manager. As of this date the issues were resolved per the client's update. The details of our resolution are attached.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** | ###-###-####.Sincerely,Jennifer G****       Stephen P**********Jennifer G****                               Stephen P********** Client Service Manager                  Section 125 Service Manager 

  Customer response

  10/09/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ***** ****

*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. ↩