Paychex Customer Service

User Reviews, Ratings and Comments

Paychex customer service is ranked #106 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 57.48 out of a possible 200 based upon 129 ratings. This score rates Paychex customer service and customer support as Disappointing.

NEGATIVE Comments

108 Negative Comments out of 129 Total Comments is 83.72%.

POSITIVE Comments

21 Positive Comments out of 129 Total Comments is 16.28%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Paychex

    Customer Service Scoreboard

    • 57.48 Overall Rating
      (out of 200 possible)
    • 108 negative comments (83.72%)
    • 21 positive comments (16.28%)
    • 5 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 4.6 Issue Resolution
    • 3.7 Reachability
    • 3.3 Cancellation
    • 5.0 Friendliness
    • 4.0 Product Knowledge

Add your review!

Posted by FCRG


They did not file our wage withholdings on time and according to Colorado State Law for FOUR AND A HALF YEARS! When I brought this to their attention they would not get it corrected and said they needed "documentation" I had to send them a screen shot of the Colorado State Law. We have always been filing wage withholdings monthly but they filed quarterly. They were most likely earning interest on our money while we were incurring fines and penalties due to their negligence. For 3 months they didn't do anything and I had to take care of it myself. Their famous line was "We are escalating the matter" - 3 months and nothing was escalated, in fact they closed the case with no resolution. They refused to reimburse us or compensate us for services we paid for but were not rendered. Customer service is awful, accuracy is non-existent, they don't care and cost us a lot of money. I definitely would look in to other companies, lots of competition out there.

Posted by Montessori Preschool


Everything I read at this site is true. Over billing, stolen 401K funds, screwed up Payroll and charged us to fix it. Had to close our bank account to stop them from unauthorized withdrawal of our funds. After we closed our bank account, they refused to close our account with them and sent us to collect for "unpaid services". We got out losing about $2,500 from them. I see other companies have gone bankrupt because of Paychex. Go to https://www.bbb.org/us/ny/panorama/profile/payroll-services/paychex-inc-0041-24002466/complaints and file a complaint. From what I can tell, this is your best chance of getting your money back. The NY AG / SEC should shut them down but I'm guessing they won't. Stay away from them. They lie. They are thieves. They are toxic to your business.

Posted by Lin


Horrible customer service- they put you on hold forever and then transfer your call without an explanation for an issue you shouldn't even be dealing with in the first place. Very bad management. Not to mention the prompt actions are ridiculous, this company is the essence of what not to do.

Posted by ogghavana


Never have so bad experience than I'm suffering with Paychex Flex Team ,is a nightmare in costumer service and technical supports Unfortunate , my employer using his garbage service.

Posted by ogghavana


Is the worse ever web ,and costumer service sucks and slow, not solut to technical problems

Posted by Bob


I used PAYCHEX for over 25 years and had over 160 employees. When I got cancer and sold my business I was the only one receiving a paycheck still. PAYCHEX started charging me $150 a month for ONE CHECK! I called them on it and they said they could lower it to $95 per month! I told them QUICKBOOKS is only $22 per month so I told them I wanted out. They sent me an invoice for $279 for year end , quarter end and a W-2 which i told them I didn't want any of. The lady I spoke to said "well, we will debit your account for the $279 then return it the same day". They took the money on Friday march 10th and STILL HAVE NOT RETURNED IT! They are fu--ing thieves and LIARS! This is how they treat a 25 YEAR CLIENT! DO NOT EVER USE THIS COMPANY !!!

Posted by Johnapryorjr


I think Paychex is the worse company on earth .this situation revolves around my 401k payment which is taking almost a month with there faulty app system .so fund was returned to them an have to wait 5to 10 business day for a check unbelievable I feel like getting the run around for my money.

Posted by Martha


Thieves
Stole 6000 From My Small Business For The Ertc Program.
Informed Them I Was Not Eligible.

Took 6000 Out Of My Acct

Thugs
Thieves
Careless.

Posted by Anonymous


Paychex are thieves. Stole 6000 from me for Employee retention
Any place I can leave a review I will. Put a my business out if business laying off 3 people including 2 single parent. Paychex doesn't care.

Posted by citizen bob


Terrible. It took almost a year after our nonprofit stopped using them to straighten out their errors. We never paid the final bill and Paychex didn't even try to collect it. Stay away from this company if you can.

Posted by RUNAWAY FROM PAYCHEX


BUYER BEWARE!!! I had two accounts with Paychex. One a PEO for my W2 employees and the other was for 1099/temp workers. Due to inactivity they wanted me to close my 1099 account and I agreed (plus did not want to pay anymore fees for holding it open). Stated on the deactivated account that I needed them to send our all end of year reports, etc. I was told there was an 'error' in how the account was closed and what I did receive was partial list and had wrong earnings! I have been getting the run around for weeks now and even my 'advocate' will not respond to my many emails. My company has used them since 2020 and loyalty means nothing to them! I have been instructed to look for another payroll service. Meanwhile, I am the one getting calls from angry 1099 employees wanting their tax documents -- the incompetence is glaring!

Posted by Jonny


My god, this company is ran by a bunch of high schools kids. They have no idea what they are doing. We had to guide them on everything and it took weeks and weeks of phone calls back and forth. They suspended out account for a reason we still do not understand and we finally just hired a very professional accounting firm to take over. So now we are receiving bills for services we never received as we never even finalized out account. What a dam nightmare! Time for us to just turn this over to an attorney. Avoid if possible.

Posted by Paychex Robs People


DO NOT USE THIS COMPANY IF YOU ARE A BUSNINESS OWNER!!!! Please for your sake take everyones advice on this page. We are going to have to end up suing them over so many things that its too long to go into. Companies like this should not exist

Posted by Mark B.


Absolutely terrible. Used to be good when the Fresno, CA office was in operation. Moved offices to another state and it has progressively gone to hell. Litany of errors and no accountability. Go somewhere else before you get stuck in this machine.

Posted by Jeaninski


The absolute worse third party payroll processor I have ever come across! In my over 20 years of payroll processing experience both in house and through a third party I have never seen a third party processor who you cannot count on to do their side of the work up until now that is!
#1 My managers are often unable to correct time cards and Paychex response to my inquiry, "I do not know why that happens"
#2 Payroll sometimes just does not go into submitted mode. Paychex response. "Oh it sometimes does that and you need to submit it twice".
#3 Today my payroll went on status "Hold for review" a few minutes later it went back to "Resume" status. I tried to submit it again and it gave me an error message that Paychex was in the client and to try again later. So I called. The woman said that they are reviewing it and now it is stuck and my specialist is going to her supervisor to fix it. The woman said they will release and submit and to stay out of they system for 15 mins and then check. STILL on resume 15 mins later. I called back and was told to submit payroll! THIS TOOK ONE FULL HOUR OF MY TIME!
There are on going issues with the software and subpar customer support. My advice DO NOT USE THIS COMPANY! I am going to be pushing very hard for the company I work with to change third party processors because this unacceptable!!

Posted by UNSATIFIED


I cancelled a 401k plan before it started Sept 14th,22. They debited my account anyway Sept 19th, 22. I was told I would get an expedited refund. It is now Nov 11th, 22 , I still have not received my refund. I have spent over 12 hours, 11 phone calls, 12 if you count being hung up on trying to get my refund. I do not recommend this company. Their customer service is terrible.

Posted by shep


Paychex now has horrible customer service. No call backs from anyone when we have an issue like NOT receiving our checks for our weekly payroll. We will be finding another payroll company. Do not use Paychex

Posted by Transportation company


Probably the least user friendly program I have ever had the misfortune to had paid an exorbitant amount of money for. Paychex is seriously a steaming pile of trash that has an even worse crew working behind it. Nothing on that program makes sense and is unnecessarily complicated. Will never ever do business with them again.

Posted by Anonymous


This place sucks

Posted by Bin


terrible service. I rate this company 1 out 5

Posted by Leela


I have to keep helping my dad accesing the application. The interface is not good! I had to manually add in the password in the Saved Passwords section since the app always logs him out -- no PIN, no Face ID option, nothing. This wouldn't be bad if the passwords didn't have to meet certain requirements.

Posted by Anonymous


My phone number is wrong.
I have spent a total of 11 hours between chatting with a bot and trying to figure it out myself.
Thank God I resigned from the employer that uses this piece of crap system. Hello ADP again.

Posted by Tired of getting ripped off


This is a HORRIBLE company!!!!!! Steer clear of this company unless you like getting ripped off! We paid for HR services for years, which we never actually used. Then when we stopped using Paychex they still continued to bill for months for the service. After speaking to several people they still continued to bill us. Dealing with them was a NIGHTMARE!!!!!! The check writing services are expensive compared to other companies and the hassles of dealing with this company are not worth it at all! Do yourself a favor if you are looking for check writing & HR and move on to research other companies and don't waste your time with Paychex- you will regret using them like the Many people who have written reviews!

Posted by cpi


Don't use this company ,they will continue to steal money from your account, even if you have canceled the service.

Posted by Anonymous


negative. led to a $550,000.00 loss to our company.

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Posted by Craig


I had spoke with Erica Howell, and she was absolutely amazing. She was efficient and provided me with exactly what I needed. There was some lag time accessing the information and she was delightful to talk to and that helped to pass the time like there was no wait at all. I could only be so lucky to get her a second time. She should be a manager as far as I am concerned.

Posted by Brian


We've used Paychex for many years and while they're not perfect (who is?), they've done a very good job for us. Phones are answered quickly, problems resolved in a reasonable amount of time, pricing is fair (we check them regularly against the competition), and their 401k is, frankly, great because it has all the funds we want and we don't have to do any work to run it.

Posted by Josie


Used Paychex for more than ten years. Reps are super friendly and always have the answers and information I need. Excellent service - can't say enough.

Posted by AED


We have been with Paychex for many, many years. We've seen them regularly roll out great new technologies that are highly useful. Their new phone numbers are a little bit of a pain because they now have a 7 digit extension instead of a 5 digit extension, but that's no big deal.

Paychex has many other services that integrate with payroll and make our lives easier, including 401(k), Flex Spending Accounts, Health Insurance, and HR. You wouldn't think so at first, but by tying these things together we were able to take these things off our General Manager's plate (who didn't want them anyway) to free her up to concentrate on landing new business and improving profit margins.

Can't recommend Paychex highly enough. Don't pay attention to the negative reviews you see about Paychex from others - no company is ever perfect, all the time. Is yours/are you? (Of course not - and neither am I/are we.)

Posted by Craig


We at Shear Pleasure Have had Shannon G as our customer service rep for Paychex.

She is Paychex best by far. She has made our payroll system simple, I can ask for no more than that. Very busy but had to write this review. We are at Paychex because of her efforts. Thank you Renee and Craig of Shear Pleasure

Posted by Anonymous


Customer service is exceptional. My rep was fantastic, on boarding was personalized and helpful, and since then my payroll specialist is always helpful!!

Posted by Anonymous


Paychex has been great about helping my small business. If my payroll specialist is on the phone I can always call my rep. I dial a local number, rarely an 800 #. You can always tell the person on the other end of the phone is actually smiling when helping you. They may cost a little more than some other companies out there, but to me it's worth the peace of mind that everything is correct/compliant and having zero aggravation. A+ in my book!

Posted by oldri5


Love the service and my sales person. Made the transition a breeze!

Posted by Anonymous


Paychex offers best in class solutions that helped me run my business better. Will definitely recommend this great company 100%. Very grateful for six years of service and excellent customer service.

Posted by payroll queen


Paychex has been good. I moved from my CPA who did a bad job.
I have a dedicated single point of contact, they take care of my unemployment claims, they download in to my QuickBooks, mail me employee posters, give me an HR website, and my employees are glad they can see their paystubs on their phones and computer with Direct Deposit. All this for only $100 per payroll for 12 employees. I compared a few companies and I am happy so far. been about 8 months.

Posted by Annie


We used Paychex for many years and were very happy with the service. One day after many tries by the persistent efforts of the ADP rep we finally gave in and went with ADP because they offered a lower price. We quickly realized this was a mistake - we no longer had a dedicated rep, the switch over process was, to be polite, very bumpy, and the overall experience was just not good. We also did not like the format of the reports we received - they were not only unfamiliar but flat out hard to figure out.

So we switched back to Paychex and we were very glad to have done so. Now we have a single point of contact and everything runs just as smoothly as it always did. Some people think payroll is a commodity, but I don't think a service based on something as complicated as payroll can, or ever should be, reduced to the lowest common denominator. You really do get what you pay for.

Posted by Anonymous


Was using a ADP and thought it would be difficult to switch over. It was very easy and the switch was painless. It has been a nice change to have a local person to call and a local office doing everything for me. Would defiantly recommend Paychex to anyone in the Orlando area.

Posted by JK


We were using local provider for a number of years and switched to ADP. When we met with their sales team, we were told that the transition would go smoothly...it did not. Over the 15 months we used ADP, there were countless issues that we had to deal with. We have 600 employees across 10 locations (3 IDs) and were continually fixing mistakes...not to mention the inconsistent invoicing that we could never reconcile accurately...and different service reps (as we could never speak to the same person twice).

When we decided we were going to be leaving ADP, we met with Paychex. Our minds were made up very quickly that the technology and service that Paychex provides was the best fit for our company. The advantages were seen immediately and the fact that we would have a dedicated customer service rep was a huge plus (no more case #'s!!!).

Although we were nervous about the transition because of our experience with ADP, there was no need to be. Our implementation specialist kept us informed throughout the entire process. Our trainer, came to our office and guided us through our first two payrolls which went very smoothly.

Our weekly payroll processes quicker and is much more user friendly. We also use Paychex for their HRIS and online benefits enrollment (with carrier connections)...which has saved us a ton of money and time in that area as well.

We would happily recommend Paychex to any company looking to make a change to their current systems.

Posted by Anonymous


Great customer service! They offer a great product and are there to answer any questions or concerns.

Posted by Brian E


My local Paychex rep wasn't acting like a used car salesman. He was very knowledgeable and actually taught me things I didn't know I needed to know (ashamed to say). He and another local contact helped me get started the same day with 8 employees. Everything has been smooth now for the last 10 months. I have a rep that calls me every wednesday at 10:30am and they do all the rest. Life is good. I'm proud to say I use Paychex!

Posted by JB


We just switched from ADP to Paychex and couldn't be happier. My Chase banker was "nice" enough to get to move to ADP (which I later found out they get a referral commission from ADP) when we switched to a new CPA who did not do payroll like our old one. They offered us all sorts of freebies (free months of payroll a debit card) and I never received any of it. My payroll balances were not properly carried over and as a result I incurred penalities which ADP refused to pay...even though I could prove it was their mistake! I must have opened up 10 different case numbers and never received satisfaction. I finally told my friend who got me in touch with his Paychex rep. Not only did they do the leg work of having to add each pay period to get my number corrected (something ADP never did after 5 months) my sales rep got my specialist to help me refile my incorrect quarterlies for free!! I also love having one person assigned to me rather than that ADP 800 # hell where no one is ever helpful. Paychex is light years better on follow through and accountability. Best decision I ever made.

Posted by Acly


We use Advantage/Paychex for our small business (4 employees). As far as I know, every payroll period has been correct. Customer service has been very helpful. Would recommend. My only negative is that their prices have gone up twice this past year for a total of $600. This may not seem like a lot for large companies but an increase from $1700 to $2500 in fees for one year is a lot for a small company.

Posted by BethCares


The company I work for experienced a lot of growth very quickly, and that had us expanding into a number of states. Paychex made this process really easy, and that hasn't been the case with other companies and PR providers I worked for/with. I think it's probably because I have one person to work with. We do custom signs and banners, and my rep has brought me back a lot of business as well. When there are problems, we get them ironed out quickly. Great company.

Posted by Anonymous


Paychex service is very good, I'm not saying it's perfect, but because I have a dedicated specialist, the rare issue is handled very quickly and I know who is accountable for making it right.

Posted by Mathew


Up to the mark...best customer service. They work for you...not you work for them.....something unlike ADP. I have been using ADP for last one year and one my friend suggested this company...and here you go I see a lot of difference and that too for a fractional of the cost. ALL i say is PAYCHEX rocks and ADP SUCKS..

Posted by PhilT


We have used Paychex for 8 years (payroll and 401K) and have been very satisfied.
12 employees, and we change HSA contributions frequently, which means the Paychex person must make new entries for the type of HSA deduction, with only a rare mistake.

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Posted by No Bueno!


I am a mere employee, but when we switched to paychex, it was obvious that leadership did NO DUE DILIGENCE. I hav had issues from day one just setting up my account (day three now). It doesn't connect how it should, I have been on hold for a total of over two hours (over the course of three days), to reset my account as there was some technical issue with the browser I was using (had to use explorer instead of chrome.....this COULD HAVE BEEN in the manual...right)? Its clunky, ugly and customer service is terrible. This is my first (and hopefully last) experience with a company using this clown outfit.

Posted by Anonymous


This is my second time working for Paychex. When I left I thought the grass was greener. I quickly learned that it is not. I worked for another payroll company who had no concern for their customers. Their only objective was to get there money and move on. Needless to say I left there quickly. I came back to Paychex realizing what I took for granted. It is imperative to me that customer service be the center of focus for ALL departments. And Paychex stands up to that. I am proud to say I work for Paychex.

Posted by Long Time Happy Paychex Employee


I have worked for Paychex for 12 years now. Having come from a small company with 15 employees, I wondered how well I would fit into a large company with 12,000 employees. As it turns out, I'm am pleased to report the answer is "very well!"

The #1 thing that impresses me about working here is that everybody I work with internally really cares about the job they do, and the level of service given to each and every customer. Do we succeed all of the time in making people happy? Of course not. But I would say 98% of the time we are trying, and succeeding, to give our clients the same level of satisfaction we would want for ourselves.

The other thing I like about Paychex is that it is a very forward thinking company. We are frequently the first to come to market with a new capability based on new technology, such as running an App on a smartphone to report payroll. Paychex has been the pioneer in any number of areas, from benefits administration (think 401k, Flexible Spending Accounts, Workers Compensation Insurance), to HR Outsourcing.

Is Paychex perfect? No - I'd like a raise. And it irked me beyond belief when the company suspended its 401(k) match during the recession of 2008-2009, and took far too long to restore the match, and did so grudgingly - first 2%, then a year later 3%, then a year later finally 4% where it had been.

But all in all, the corporate culture is positive, the people intelligent and fun to work with... I'm glad I'm still here and did not make the decision to work for Paychex'es #1 competitor 6 years ago, because hindsight being 20/20 I have come to realize that leaving Paychex for that other company would have been perhaps the biggest mistake of my working life.

Posted by happy employee


Paychex is by far the best company I have ever worked for! We are offered so many benefits and job security in a shaky economy. We are offered state of the art weekly training so we are the most educated and competent payroll specialists on the market. Paychex offers assigned payroll specialists. This means my clients have my email address, my extension number, and voicemail access. Hell, I will even meet you any day of the week in person. We are treated well, and this in turn motivates us to treat our clients well. I love every single one of my clients and am so happy I get the opportunity to help my clients succeed while working for such a great company. I am an Accounting Major student (Paychex pays my tuition btw) and plan to be CPA. I hope even once my career grows beyond a "payroll specialist" I can continue my business relationship with Paychex. Highly recommended if you are in the job market, or looking for a payroll processing company.

Posted by Anonymous


I Love working for Paychex! They have the best training out there and we are constantly given the most up to date information to ensure that we give the best possible service to our clients. I have a specific list of clients that i am in charge of and they know that if they have any questions, i am always there to help them answer them! Much like we are there for our clients, our supervisors are always there for us!

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Contact Information
Customer Service
800-322-7292
Human Resources Support
800-472-0072

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