Paychex Customer Service Complaints - page 2

Took four contacts (including one to our company rep) to answer a question on disability/paid family leave insurance. I tried using the call back feature but never got the call back, so have to sit on hold and wait. Last person could answer the question I needed but couldn't explain what the acronyms stood for on the statement. Couldn't get payroll run through paychex flex and our rep ended up doing a double payroll, then we had to deal with cleaning up that mess. Time to start searching for a new company. (Used ADP on my last job, they were all over us until we were an established customer then we couldn't get any responses and the rep kept changing. I fear this is an industry issue.)

Paychex is rude. I already spoke to 2 people from there but numerous different people kept calling and emailing after I got the quote so I told them I was not interested and the sales person came back like a smart ass and said it was because I wasn't responding. Because I already told the first 2 people (of 20) that called me that I needed some time to think about it.

AVOID THIS COMPANY AT ALL COSTS!!! They made an error on my W2 and it has taken them over a month to make corrections and we still they still haven't provided the updated information with just a week before taxes are due. My HR department has been following up with them almost daily to get this handled with little to no response. I've left multiple voicemails and have waited on hold for over 4 hours only to have the call disconnected. When they do respond with a timeline, it usually takes twice as long for anything to happen.

Just the worst company. Staff is totally useless and uninformed in their positions. I would never use this company for payroll or retirement services in the future.

Takes forever to talk to someone for assistance. Their online support tools are pathetic.

I am a paychex customer for payroll they keep you on hold for over 20 minutes to call in your payroll I would. Change but afraid will jump from frying pan into fire they do not have enough payroll specialists also cant figure out their on line program

Paychex is a terrible company. We've used them to manage payroll for a small business. They have failed to issue payroll numerous times and we cannot reach a representative. No one responds to the live chat option. The emails I send bounce back.

My company has used them for nearly 20 years. Everything was smooth until December 20th when we lost our rep. New rep has been out of the office for the last 5 pay periods. I am so frustrated. Need to switch services.

Support specialist not responding for days. They switched me to a new person without telling me and the new person seems to not exist. I've been with them over 10 years and this is by far the worst service I've had.

I've not been able to reach my "new" specialist or his manager in I've month. They constantly change specialists. no call back and doesn't respond to my emails. Customer service has gone down hill and I'm not going to be using their services much longer

Six payrolls in a row no payroll specialist support...no return phone calls (10 or more). No response to numerous emails. Called head supervisor twice, no reply. I am at the end of my rope. I need a new payroll company. Paychex is useless.

Very Dissapointed Lately Unable To Contact Our Specialist And They Change So Often We Never Know Who To Call. When We Try And Call We Are On Hold At Least 30 Minutes Before You Can Even Talk To Anyone. Our Specialists Message Box Is Always Full And She Wont Respond To Emails

The inland empire branch 0079 doesn't appear to have any high grads working for them.

Current customer (not for long) Have had major issues with disconnect between departments. The biggest problem was over 5k in 401k funds missing or unaccounted for a month (25 days) poor communication and follow thru.

Hadn't not been caught by me the funds would have been "lost" also they have funny accounting of 401k funds. Funds are deducted from the employer and takes on the average 5 days to be deposited into an employee's 401k...where does the $$ sit for those days???

I am not a customer of Paychex and yet I received one to two calls every week from their telemarketing campaign Department. I have told them to please take us off their calling list they reply I must go online and fill out forms to make them stop I find this completely ridiculous, why should I have to fill out paperwork in order to stop a company from harassing me via the phone I have mentioned this to their reps to be told it's company policy and they won't stop.

My company just switched to them for payroll, fsa and 401K. They refuse to process FSA claims without personal details of each and every Dr. appointment. They "stated" they are stricter than any other company. You should not have to provide specific details of what the visit entails.

I am a business owner in MA who has used Paychex for payroll for a considerable length of time. I have approximately sixty employees .About nine months ago, previous to the Covid epidemic ,Paychex closed ,or at least halted outside access to it's Auburn MA office.
Since the closing of the Auburn office, the service i have been receiving from Paychex has declined considerably .Previous to the Auburn office closing I would pick up my payroll and there was never a glitch.I am now dependant on courier service .Initially i was being provided service from UPS.When I received my payroll it was late ,frequently a day late on one instance i believe it was almost two days late.After contacting Paychex in regard to this issue,I chose to exercise a second option they provided a private courier service.This service is sometimes early often late.
Nine months ago,I received a notice from the MA revenue department concerning Paid Family Medical Leave Act payments they had not received,Paychex is responsible for making thease payments.I contacted Paychex in regard to this issue,I was requested to fax them a copy of the notice i received which i did.Since then i have received four additional notices concerning the same issue. I have been assessed a penalty for non payment. I forwarded all notices to Paychex upon receiving them and contacted Paychex each time. The problem has still not been rectified ,when I request Paychex to allow me to speak to the department responsible for dealing with this problem ,I'm told by the person speaking to me ,that they cannot talk to that department.
At the end of this year I plan to change to a local payroll company. Paychex apparently either doesn't care or is incapable .Either way I am adversely effected.

Due to Covid 19 I had to temporally close my business in March , paycheck continued to take money out of my account every week. In September 2020 I told them I no long need there services. Since then they have treated me unprofessional. I received my W2 on Oct 15 and since I shut them off my bank account they started demanding $272.00 to process the W2 . I called and said I would pay them when my check come in on Nov 13. Since that called I received 4 calls and 5 emails for demand payment. Today November 10 they sent an email they sent me to collection.

This company has no heart and could carless about you the client. Their staff only will talk to you if your new business , and the hell with you if your existing client .
Stay away from this company !!

Ron

There are errors in our payroll every week!!! Looking for a new payroll company

Worst company I have deal with in my 50 years in business. Paychex claims that they are on one platform, they are not. The company is splinted, to get support you have to locate the person who is responsible for that particular aspect of the business.
Trying to get problems resolved is near impossible. They refuse even to show up at meetings. Very bad company... stay away

I signed up for there outsourced HR...it's all smoke and mirrors with not substance...there 401k product is terrible and a nightmare to cancel and transfer to a reputable company...the FA I was working with warned me but I didn't listen...kicking myself.

I could not get an answer to my problem, even after four calls. Also all the phone persons, except one, were rude. I would avoid this company.

I have tried NINE times now to login to paychex. Very rude people and impossible to get through to them. Spent a month so far online but they make it impossible! Avoid this awful company if you can!

I Have a business, there for i have a personal agent who assists me. she is the rudest person iv'e ever met!

hello its very frustrating trying to look at my paystubs & IM told i have the wrong user name & get no emails back plz call me JoAn I need to look at my paystubs now not next week, . thx