ComplaintsforPaychex Inc

• Initial Complaint

  12/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Simply the service of Paychex is seriously lacking. Never worked with an Entity were the Team Members & Supv. simply do not return calls. After repeated calls for a solution to my Payroll nothing. I will NOT pay for this level of service!

  Customer response

  12/20/2021

  My Company is ******* ** **** *** ******* ***.  I am ******* **** and an Agent for ***** **** ********* *********.  Tried setting up an HSA to fund medical expenses as a legal tax deduction.  Received little direction setting up this subaccount and I attempted to go on the limited information I received.  Not a good result.  Currently, an error in reporting exist and Tax Filings arre coming due.  Paychex has been silent and will NOT retunn calls.  (4) calls to primary Representative and (2) to the immediate Supv without result.

  I'm happy to have my Business serviced elsewhere, but I tried unsuscessfully since Thanksgiving 2021 to set this acct up.  Now with the proper reporting needed, Paychex seems ok with damaging my payroll & tax reporting.

   

  

  Business response

  12/27/2021

  Dear *** ***:
  
  Thank you for your inquiry regarding ******* K **** ********* ****** 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 ******* K **** Insurance Agency Inc. stated they have been dissatisfied with the lack of support from their dedicated representative as well as the supervisor regarding the setup of their HSA. This ultimately resulted in a payroll error that needed a correction. The client was not able to reach their dedicated service representative or supervisor to discuss the issue which resulted in frustration.
  As of this date, the supervisor returned the client’s message and worked with them to correct their HSA setup and the error from their previous payroll.
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####.
  
  Sincerely,
  
  Tiffini H******
  Client Service Manager – Dedicated Service Center

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paychex made an error during the course of a payroll classification, this error caused no payroll taxes to be withheld for a single employee for 23 months. Upon discovering this error I reached out to my rep, Florence G****** on 9/20/21 but received to resolution. In the meantime the error continued for each subsequent payroll, Resulting in continued violation of tax law. As the weeks went on, my efforts to reach out to my rep and several supervisors continued to go mostly unanswered, and certainly with no resolution. It has been nearly 3 months now with no resolution, correction or compensation for what will be payroll tax penalties. The Paychex employees that have been emailed about this issue are listed below

  

  Business response

  12/29/2021

  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 **** ****** ******** ******** Inc stated that one of her employees, ****** ******, did not have a housing allowance recorded properly.  She is requesting that we correct for 2021. As of this date, we have confirmed with ********* the work that needs to be completed and plan to have all allowance amounts in our system before December 31, 2021, to ensure that W2’s are accurate. I believe the matter will be resolved to the client's satisfaction once the corrections have been completed. If you have further questions, you can contact me at ************************ or ###-###-####. Sincerely, Dal M C********** Dal M C********** Client Service Manager-Paychex, Inc.  

  Customer response

  01/26/2022

  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.
  
   I originally filed complaint #******** on 12/16/21. Please see a copy of the original complaint text below. Dal M C********* reached out to me promptly subsequent to the complaint, however a full 41 days after the original complaint and 4 months after bringing this issue to Paychex attention there is still NO RESOLUTION. Additionally, Paychex supplied the 2021 W2 to the employee with erroneous information. After sending Mr. C********* a request for status update on 1/3/22, 1/10/22 and 1/13/22 I finally received an email response back stating "the work is with our project team". This is beyond unacceptable. In addition to any payroll tax penalties, we are now faced with an employee who will need to amend 2 years of returns. I brought this issue to the attention of Paychex staff within plenty of time to resolve this before the year end. All documentation is attached. Original BBB complaint filed: Paychex made an error during the course of a payroll classification, this error caused no payroll taxes to be withheld for a single employee for 23 months. Upon discovering this error I reached out to my rep, Florence G****** on 9/20/21 but received to resolution. In the meantime the error continued for each subsequent payroll, Resulting in continued violation of tax law. As the weeks went on, my efforts to reach out to my rep and several supervisors continued to go mostly unanswered, and certainly with no resolution. It has been nearly 3 months now with no resolution, correction or compensation for what will be payroll tax penalties. The Paychex employees that have been emailed about this issue are listed below. Florence G****** Gregory P*** Latrese M W******* Kiana R W***** Jaquanne J**** Andrew B*****, Dal C*********
  Regards,
  
  ********* ******
  
  
  
  
  

  

  Business response

  02/07/2022

  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 **** ****** ******** ******** *** stated that one of her employees, ****** ******, did not have a housing allowance recorded properly.  She is requesting that we correct for 2021.  The client responded to our original request as the work had yet to be completed.
  As of this date, we have confirmed with G******** the work for 2021 was completed and a corrected W2 for ****** ****** has been sent to the client.  The client asked us to correct 2020 as well and the work for that project should be completed no later than February 8, 2022.  We also credited **** ****** ******** ******** three months’ worth of processing fees totaling $731.90 for the inconvenience.
  I believe the matter will be resolved to the client's satisfaction once the corrections have been completed. If you have further questions, you can contact me at ************************ or ************ *********
  
  Sincerely,
  Dal M C**********
  Client Service Manager-Paychex, Inc.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My S Corp hired Paychex in 2008 to process company payroll, payroll taxes, etc. In August of this year I received a letter from the IRS stating that there was a discrepancy with the 2020 Q4 form 941 (payroll taxes) and what the actual tax liability was. I checked my corporate tax return and concluded that this was something handled solely by the payroll company, not the tax preparer, and reached out to Paychex. They directed me to a link where I could upload the letter and assured me that if they had made a mistake and I was penalized by the IRS they would take care of it. In the interim, the IRS mailed me a refund check for $1,531.37 which I deposited. In September I received another letter from the IRS stating that they had received the materials and needed more time to review them. In November I received another letter from the IRS noting the discrepancy which turned out to match the amount of the check. I sent this to Paychex who instructed me to mail the funds back, which I did. In December I received a penalty letter from the IRS in the amount of $300.52. After waiting on hold for 90 minutes, the IRS told me that the payroll company made the error, it was too late to avoid the penalty, and that failure to pay would result in more penalties being assessed. They also said that the check they mailed me was actually my money because the payroll company had overpaid my taxes. So on top of the penalty I will have to wait to see if they cash the refund check and hopefully send it back to me. Meanwhile, Paychex refuses to accept responsibility despite what the IRS told me. They have now been ignoring my phone calls and emails for a week and so it has come to this. I will be paying the penalty to make this IRS issue go away (hopefully), and all I want from Paychex is to accept responsibility and reimburse me for the penalty. Also I would like for other small businesses to know about this so they take their business elsewhere.

  

  Business response

  12/23/2021

  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 there was an issue with filing of Form 941 and deposits with the IRS resulting in a penalty assessed to ********** ***.  The IRS agent indicated to the client that Paychex was in error with reporting of a 941. However, Paychex research indicates the information posted on record with the IRS does not match what Paychex filed.  Paychex notified the client that he would have to work directly with the IRS for resolution.As of this date, I spoke to **** *** and let him know that we can not identify weather this was an IRS error or a Paychex error as the information on record with Paychex does not match the IRS transcripts of what was posted to his EIN number.  However, due to the frustration of attempting to get clarification and resolution, I am issuing refunds from the client’s service fees in the amount of $300.45 towards client satisfaction.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####.Sincerely,Jennifer L****rClient Service Manager

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paychex has been very difficult to work with. They do not return calls and do not resolve issues in a timely manner. We signed up with them in Feb of this year so we could be under them as a PEO. They told us that since we started after the new year, we would have to wait unit the renewal in October to sign up for Health and Dental/Vision benefits under Paychex. Here we are on December 14th, and they are now telling us that we cannot be under their insurance and we have to be quoted under our company instead. At this point, I just said fine just send us the quote so we can pick the plans we wanted. We chose our plans in the beginning of November. On Nov 15th, our Benefit Rep Katie F******* was suppose to upload the plans in the portal and send me instructions on how to choose our plan on the portal. We have not heard from her since then. If we lose our coverage because Paychex cannot get their act together, we are considering legal action because we have employees that need coverage. We do not know where else to turn since all our emails and requests are ignored by all the departments involved. Supervisors don't seem to care either.

  

  Business response

  12/23/2021

  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 Paychex has been very difficult to work with. They do not return calls and do not resolve issues in a timely manner. We signed up with them in Feb of this year so we could be under them as a PEO. They told us that since we started after the new year, we would have to wait unit the renewal in October to sign up for Health and Dental/Vision benefits under Paychex. Here we are on December 14th, and they are now telling us that we cannot be under their insurance and we have to be quoted under our company instead. At this point, I just said fine just send us the quote so we can pick the plans we wanted. We chose our plans in the beginning of November. On Nov 15th, our Benefit Rep Katie F******* was supposed to upload the plans in the portal and send me instructions on how to choose our plan on the portal. We have not heard from her since then. If we lose our coverage because Paychex cannot get their act together, we are considering legal action because we have employees that need coverage. We do not know where else to turn since all our emails and requests are ignored by all the departments involved. Supervisors don't seem to care either.  Additionally, we will work on coaching employees to ensure timely response to requests.  At the client’s request we will be assigning a new account manager to service this account. 
  
  As of this date, Paychex Insurance Agency has worked directly with ****** to finalize open enrollment information so employees can successfully select benefits for the coming year.  ****** was instructed how her employees could make their selections.  We also informed her we would work closely with her and the carrier throughout the next two weeks to ensure each employee is successfully enrolled with the carrier.  
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** or ************.
  
  Sincerely,
  Mark E. M****
  Health and Benefits Operations Manager

  Customer response

  12/27/2021

  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.
  At this time the issue is not resolved.  Because of the continued delays by Paychex Benefits Agency,  we still do not have access to other supplemental insurances because of these delays.  Our HR department is still working on this issue and according to Paychex Health benefits agency we have until tomorrow to complete annual enrollment.  At which time I will still need to check that all enrollment is correct in the system.  Until  I am confident that all the enrollment has taken place for all my team members and that the 1st pay period in January is correctly deducting the correct amounts from everyone's paycheck, I cannot accept that this complaint has been resolved.

  I have had too many problems with the Paychex insurance agency to accept their word that all will be in order come the first pay period in January.

  Regards,
  ****** ********
  
  
  
  
  

  

  Business response

  01/11/2022

  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 ****** ******** stated the original issue was not completed to satisfaction as we had to finalize open enrollment and ensure deductions were accurate. 
  As of this date, we have worked directly with ****** and her team to ensure employees are enrolled under the correct plans and all deductions for insurance have been fed to payroll accurately. 
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ****************** or ************.
  
  Sincerely,
  Mark E. M****
  Health and Benefits Operations Manager

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We stopped services with Paychex company December 31 2020. They made a mistake filing our payroll taxes with the IRS back in 2018. It took me 2 years of calling and speaking to managers to get them to help me fix the problem, however, they kept ignoring the problem then eventually starting ignoring me. I finally stopped working with them and got someone else to help me resolve the issue in Dec2020. I made sure that there was NOTHING more the company needed me to do, they said there was nothing else. I told them I was patient enough and I want no more ties with them. I had signed up for workman's comp through them also, We had not used workman's comp because we have one employee and he is the owner of the company. Workman's comp also ended completely as of December 31, 2020. They sent me a letter asking me to renew. I didn't because we feel Paychex and it's workman comp department is incompetent. Paychex took a little over $800 out of our account recently and says that their workman's comp department did an audit on our business. We did not have workman's comp all of 2021! Absolutely NO money transactions took place or any email or letter correspondence took place since 2020. They did not inform us that they were conducting an audit, we were not aware of it nor did we agree. When I call, they pass me from department to department without any resolution. They said that THEY cancelled our service in June of 2021. Again we were not involved or aware, we cancelled all association 12/20. The audit they claimed to have done should be on $0.00 value because all year we didn't have any transactions. Now they keep sending me a bill and want me to sign something stating cancellation date is 6/21 which is false. I do not agree with what they want me to sign and they wont reverse their bill for the audit. This is fraud and I'm getting so stressed over this matter my blood pressure is elevated. I have email proof, no paper documents. Please let me know where to send them.

  

  Business response

  12/27/2021

  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.
  
  As discussed, the insurance carrier, ********* ********* ********* **., requires you to sign, date and return a Lost Policy Release (LPR) Cancellation Request form in order for them to process your cancellation request.  This cancellation process was confirmed with their Legal Compliance Department.  I have sent you the LPR via DocuSign that illustrates the FLAT CANCEL REQUEST DATE for the 01/19/2021 to 01/19/2022 policy period to be effective 01/19/2021.  Once I receive your signed cancellation request form, I’ll forward immediately to the carrier as a rush request.  The insurance carrier can take up to 15 business days to process the endorsement. 
  Once the policy is cancelled effective 1/19/2021, this will remove the final premium audit and any audit balance previously due (i.e., $810.00) as there were no employee’s and no payroll wages ran during this audited period.  This will result in a $00.00 balance due to the insurance carrier for this closed policy period.
  We also collected a deposit of $160.00 for the renewal term period, 1/19/2021 to 1/19/2022, back on 2/22/2021.  Once the insurance carrier electronically sends us the updated cancellation date of 1/19/2021, we will promptly refund you the $160.00 deposit in full as a credit posted back to the bank account we have on file.  This will be the final financial transaction and bring closure to your insurance account.
  I believe the insurance matter to be resolved to the client's satisfaction. If you have further questions, you may contact me at ###-###-####, ext. ******* or at *********************.
  
  Sincerely,
  Christine A. F****************, Sr. Property and Casualty Insurance Underwriter

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Every two weeks I have to file payroll hours and have unfortunately chosen Paychex as my partner. The first few months of 2020/2021 went relatively smoothly. Then the company began either losing employees or switching them around. Each payroll person I dealt with was progressively worse and then I had no one. As their employees were handling my payroll over the phone (I gave hours over the phone) and then they would disappear, I decided to use the automated service. That was just as bad as the online service only allows me to do payroll for one employee. The other one has no place where I can enter hours. After repeated requests for help, and after long long phone calls with seemingly competent people who had to enter the hours manually/saw the problem/promised to go to a supervisor to fix it...nothing ever changes. I pay a monthly fee for this incompetence. Going to a supervisor is a joke, nothing changes except they change jobs. For instance, Michael S**** is the supervisor for Tracy G********* but...he's changed jobs. Tracy is the supervisor for my endless list of managers, but she's been of no help either. Sometimes a supervisor provides a phone number but smart ones don't as they will be swamped with complaints. Is everyone very nice? Of course. Are they/the system capable of doing the job I pay them for? So far, no. I want at least 6 months of fees refunded. My team is either in PA but of course, that address doesn't pop up for a Paychex office in the BBB.

  

  Business response

  12/15/2021

  Thank you for your inquiry regarding ***** G ******. 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 ***** G ****** stated that their account was being serviced by many different specialists in a short amount of time.  There were long hold times when she called in.  She reached out to a supervisor and a manager and did not get the help that she needed.As of this date, Claire has been contacted.  I have assisted with helping her process payroll online more efficiently.  I provided her the refund of services that she requested.  I also provided her an on-going discount for the next year.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####.Sincerely,Jennifer K****Jennifer K****Client Services Manager

  Customer response

  12/16/2021

  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

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I reached out to the Paychex Cobra service after receiving my Cobra packet on Nov 23rd, 2021. I told them my packet does not have a premium price on it and it directs me to contact them for one. I told them it is CRUCIAL that I find out before 11/30/2021 because I need to know if it would be cheaper to go straight with **** ****** as I will need coverage in Dec 2021 because I am pregnant and I have an anatomy scan on 12/8/21. the premium for Dec through **** ****** was $515, but I needed to apply by 11/30/2021. I was told they would get back to me. I called again on 11/24/21 and was told they still do not have an answer. I, again, emphasized the need to know by 11/30/21 and was told to not worry about it. I called AGAIN on 11/29/21 and received the same answer, that they would cover it. I went to my appointment on 12/8/21 and called Paychex AGAIN on 12/9/21 to get a price to send a check only to FINALLY find out the premium for Dec is $789. 31, $274.31 more than what I would have paid with **** ******. The company will not take responsibility for costing me, a pregnant woman who just lost her job, $274.31. I demand that they pay me the difference that their negligence cost me.

  

  Business response

  12/17/2021

  To Whom it May Concern: Thank you for your inquiry regarding ********* and ***** ********. Paychex takes complaints from our participants very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that a COBRA participant, ***** ********, of *********, stated there is was a concern with her COBRA premium versus going to the Marketplace for the cheapest option. The participant’s employee only medical COBRA coverage would cost $488.93 monthly, compared to the quote she received from **** ****** at $515 per month for employee only medical coverage. Employee only medical COBRA coverage would cost her less per month than going to the marketplace. We have sent ***** a revised COBRA Qualifying Event packet to reflect this employee only premium if she wishes to elect COBRA coverage to her home address: ***** ******* ***** **** *** ******* *** ** *****.I believe the matter to be resolved, as requested. If you have further questions, you can contact me at ###-###-####.Sincerely,Melissa K*****PIA COBRA Processing Supervisor

  Customer response

  12/21/2021

  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

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started services with Paychex Nov 2020. In January 2021 I received a bill stating they have not been able to collect payment from me. I was confused by this considering I did not receive any notice from my bank an attempt was made but nevertheless, I made the payment. Between January and February there has been a lot of miscommunication and misunderstanding that was troublesome and inconvenient so I decided to stop using Paychex and pay my employees cash. At the end of February, I got into a bad car wreck that required surgery and thus had to shut down the operation of my business. A few months, I don’t recall the exact month but approximately 3 months later, I received a notification that I owe over $1000 to Paychex. How did a monthly bill of $40 escalate to over $1000 owed in a span of 3 months, I don’t have a clue. Then I started receiving demanding calls from lawyers threatening to “exhaust every avenue to receive the funds owed to Paychex.” In November I spoke to Paychex’s lawyer advising I will not pay more than $400 as the $1000+ is a ridiculous, unreasonable amount. The demand calls/emails continued to be pressuring so I had to retain a lawyer of my own so that communication goes through him. I am seeking a billing adjustment of $400.

  

  Business response

  12/14/2021

  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 received a bill stating Paychex has not been able to collect payment from them.  ******** ***** ********* ******** LLC  ran payroll on 12/11/20, 12/18/20, and 1/15/21.  Paychex was unable to successfully collect for services provided, therefore additional NSF fees accumulated.  ******** ***** ********* ******** LLC was canceled from services.As of this date, ******** ***** ********* ******** LLC has an outstanding balance of $782.60.  I have credited that amount so that there is no remaining balance due.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####.Sincerely,Tracy B*****Client Service Manager

  Customer response

  12/16/2021

  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

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We used Paychex for payroll from Jan-2020 and requested to terminate service May-2021 due to lack of customer support. I emailed cancelation request to rep-Cleah F******, and received no response. May 19, 2021 I received confrontation that Workmans Comp Ins policy was successfully transferred to new payroll company. May 28, 2021, I replied to a message from RR G****** and copied Cleah F******, that again, I submitted the cancelation request earlier in May. July-2021, I communicated with RR G****** about receiving 1st quarter documentation for new payroll company. September 2, 2021, received a message from Cleah, asking if they were still processing our payroll. I responded that I requested cancelation back in May. She acknowledged the cancelation request. October 18, 2021, new payroll company's tax filing was rejected due to Paychex having filed FL SUI 2q21 and FL SUI 3q21 on our behalf. Attempted to contact Cleah and/or her supervisor, with response. October 25,2021, Received a call from a Paychex sales rep, who sent an internal message to Cleah and her supervisor to contact me and resolve the issues. No response. This unauthorized and inaccurate filings have caused us to not be able to file our tax forms. I have attempted to call, email, and web chat with customer support multiple times without any response from neither Cleah nor her supervisors. When I do get ahold of someone on the phone or web chat, I am promised a call within minutes or an email response; neither are ever received. I have spent hours on hold and left numerous voicemails, with no response.

  

  Business response

  12/15/2021

  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. In May of 2021 they requested to be cancelled from our service.  It is my understanding that ****** ******** Inc was not cancelled from Paychex services timely and therefore created a filing concern with Florida State unemployment.   In October of 2021 the new payroll provider informed ****** ******** that the 2nd and 3rd quarter Florida State unemployment returns were rejected as Paychex was still showing active as their payroll provider.  The Paychex services were cancelled on December 9, 2021.As of this date Paychex has cancelled ****** ******** from our payroll service and we are assisting the company with amending the 2nd and 3rd quarter Florida state unemployment returns.  I believe the matter is being resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####Sincerely,Kallie L****** PHRS Client Service Supervisor

  Customer response

  12/16/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. After filing this complaint Paychex has assigned the matter to the same supervisor that provided this response. I acknowledge that Kallie has been very responsive and helpful in resolving this matter, but is still unsure if Paychex's tax dept. will in fact file the amended returns on our behalf.  I would like to keep this case pending until that last step has been completed.
  
  Regards,
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My business contracted with Paychex in December of 2020 for payroll and tax services. Initially the service was acceptable. Towards August of 2021 I started asking for IRS and Payroll filing reports. I was always referred to the website to pull the reports. Pulling reports requires administrative rights which were never granted. I feel our account representative Moriah Weir should be able to provide that information. In November of 2021 we contacted Paychex and spoke to our rep. She was unwilling and / or unable to resolve my request. By the end of the interaction Moriah disconnected the line and we have not been able to reach Paychex. I want an accounting of the thousands of dollars paid to the IRS and state. The only way for my to get that accountability is to have the reports requested.

  

  Business response

  01/13/2022

  Dear **** and ******:
  Thank you for your inquiry regarding ******** ***** *** **** ****** LLC.  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 needed online access or reports for payroll filing.  We have sent ****** payroll journals and quarterly reports per his request.
  As of this date, all reports requested have been emailed.  I believe the matter to be resolved to the client's satisfaction.
  If you have further questions, you can contact me at Paychex ************ *** ********
  Sincerely,
  Tanya S*****
  Client Service Manager
  
  www.paychex.com

*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. ↩