Paychex Customer Service Complaints - page 3

There is something wrong with the way they handle 401(K)'s. The "customer service" people clearly read from a script and are not permitted to actually answer questions. The new 401(k) web-site does not work. It has very little information. It cannot be printed and the pop-up window cannot be enlarged. The history feature is completely gone. I have been trying to file the 5500 report but I need info from Paychex. Last year by the time I got the information for the report it was filed late and I was penalized $1800 from the IRS. No one at paychex cares! I have discussed this with our President about changing companies. It cannot come fast enough!

Paychex should be investigated. There is something very wrong with the way run and handle the FSA and 401(K)'s. The "customer service" people clearly read from a script and are not permitted to actually answer questions. The new 401(k) web-site does not work. It has very little information. It cannot be printed and the pop-up window cannot be enlarged. The history feature is completely gone. Paychex already refused to show their fess in the history now we have no history, including purchases. The purchases always delayed by 6 days. I have NEVER had a company delay buys. Purchases should be made the day our pay, period. They took the funds 4 days prior to payday to make the payroll so they damn well the funds are available, yet they hold buys for an additional 6 days after pay day. The "old" view can still be accessed but all printing capabilities are revoked. Even a copy and paste will not come out right. They have programmed it so it is more difficult to prove they are staling our money. Nothing but problems and lies. I have discussed with our VP about changing companies. It cannot come fast enough!

They are the worst for FSA and their agents have no idea what they are doing. Literally was on hold for 2 hours. I am not kidding!

I have been using Paychex for Payroll and Workmans compensation insurance for over a year. Also have tried to use them for health insurance. Not sure what's going on with this company but in the year I have had 4 "specialists" on payroll processing, no support from their workmans compensation agent, and a total mess created by their 401K and health insurance representatives. The reason to use Paychex is to make Payroll for a small business easier, because of the mistakes and changing in staff, I have had to correct numerous issues that they caused. As a result, I'm moving to Intuit Payroll. It supports all the "value" that Paychex provides without the issues of having to interact with representatives who change every 3 months. I caution anyone on using Paychex under the assumption they know what they are doing.

My go around with this company has been exhausting. The customer service representatives, have forgotten that the customers are the one's who employ them. I've spoken to several representatives and I was just like WOW. I even had a representative yell at me and I contacted her supervisor. You would've thought I stole the enamel off her teeth. I will be using a local payroll company because this nonsense with Paychex is just awful.

Very satisfied with Paychex payroll, COBRA, workers comp services. Would highly recommend. However, their insurance division's handling of ACA documentation is very poor. Extremely difficult to reach a knowledgeable rep during peak season. Inaccuracies in documentation that must be corrected (multiple times). Still waiting for documents 7 weeks after requested. Customer service poor overall by insurance division.

Our FSA through Paychex is the worst. We recently signed up and they completely screwed up the paperwork. Less than half of the employees who signed up actually made it onto the program. Then they had some employees added with a company matching contribution which the company never agreed to. They told me there was a computer glitch and after hours on the phone they finally "fixed" it. 2 moths later we still have employees missing from the program. I have copies of emails from me (HR manager) to the sales rep with copies of there enrollment forms attached, these emails were sent within the enrollment period. Now they are saying that they can't be added because open enrollment is over. The paperwork was submitted on time but they lost it, now they are blaming us. Terrible terrible company.

I will never use Paychex again. Their 401K service is loaded with embedded fees. They charge a draconian $1,200 fee to be rid of their service. Plus they will drag their feet to actually transfer participant funds. We had to send three termination letters before they could get their act together to start work on converting to our new service provider.

NIGHTMARE! Our CPA decided to stop doing payroll so we started using Paychex (even though our accountant suggested PayCorp). We've been in business for over 50 years (15-19 employees) and this has been the biggest mistake we've ever made! It's always something: missing paychecks, wrong hours, wrong deductions (e.g. no 401k withholdings), paying our city taxes late, mistake-laden W-2s, not having us up to date with Jobs & Family Services, etc. We got sucked into their HR program too and what a joke that was. They sell you on all of the benefits but you find out months later that you have to "turn those benefits on"??? Their incompetence and lack of giving a rip is simply mind boggling. "You'll be assigned your own personal payroll rep"...we've had at least 3, in as many months! I'm not sure what we're paying for at this point because all we've received is stress, headaches and lost productivity trying to fix their mistakes. If you're a business owner, try to find someone local who is accessible and actually cares about your business. These payroll companies do thousands of payrolls each week and don't have the time for any personal service. You're just another account.

Unbelievably bad customer service. I'm still dealing with errors for almost two years and no amount of escalation has made a difference. A little bit of attention, no resolution and then silence again. I wouldn't let my worst enemy use them. I've got serious payroll issues and they cannot help. And nobody seems to care.

customer service are the worst.. ADP is much better.. every time i called the 866.. number, i'll be on hold for at least 20 mins then sommeone else would transfer me cuz either they don't want to assist or don't know the system well enough to assist.

Literally the worst company I have ever dealt with. We are a Canadian company who is entering the US market, and Paychex was attractive to us because they touted their ability to hold our hand through the process and take care of all necessary registrations, remittances and compliance related items.

In actuality, we would've been better off trying to do everything ourselves. From the hop, the customer service has been atrocious - saying they had submitted business license registrations when in fact they'd done nothing at all, not returning our emails or calls for days at a time, doing the absolute bare minimum as it relates to informing us of what we need to know... you name it....

We will be leaving Paychex as soon as everything is fully set up with Ceridian.... advice to other Canadian companies (and probably American ones too) - avoid these guys at all costs!!!

Whatever you do - do NOT use Paychex for payroll or FSA programs. These people routinely deny EVERY FSA purchase and require you to jump through so many hoops that you will just give up before claiming YOUR MONEY. Even when an item paid for in a drug store is marked on the receipt as an FSA-eligible item, they will still deny it. They make this process so onerous that we are not even going to set aside FSA money in 2016. The incredible hassle they put you through isn't worth it.

Paychex's retirement service division that handles your 401K plans are very incompetent. Very poor customer service and if they make a mistake on the administration end, your holding the ball writing letters to them to correct their mistakes and on the phone with them for hours to correct the problem. ...and they never call you back . Very poor customer service !

Paychex changed my Cobra insurance plan without informing anyone. Changed me from a co-pay excellent plan to an HSA plan with an extremely high deductible. Basically have no insurance but still pay for first plan. People there are rude, incompetent, and accept no responsibility at all for their mistakes. Finally have filed a complaint with Federal government over them violating federal law. This company is the way to start a business. Collect people's money don't do job and say it's someone else's problem. My former employer is probably going to be sued over this company's lack of action when it's their mistake.

Paychex 401K service. They offer "daily fund rebalancing" when you sign your business up for a 401K. Then they confirm a rebalance on their website but they only cash out your securities when they are much lower in price which may take several days. I've brought this to their attention most recently today 11-10-2015 and they have always told me that I am out whatever money they lost in messing up my portfolio rebalancing. This time its $2,000. This is the fourth time. My holdings have always been sold days later at a lower price, not once accidently at a higher price. This has made me very cautious and I'm now looking more carefully at the fees and fine print of a different 401K.
I also tried to get a loan of 50K to save my house. They are still putting me through the ringer by asking me to obtain "General Loan Paperwork" before they will authorize the transfer of my money. The home lender keeps sending me something that Paychex will not accept. Be very careful of a Paychex 401K and read the other comments regarding it. It seems like a pretty bad and possibly even a crooked outfit. Someone has to be taking the money by always selling my holdings at a lower price and shaving a few per cent out of my account. They have never made this right despite repeated requests for review.

Customer service - some good, some bad. Time and Labor - website kept crashing, spent more time fixing things than ever before. Many employees lax about answering phones or returning calls, which makes me believe management may be lax, since they get away with it. The worst was the call from some supervisor when we left Paychex. Condescending remark: "You'll probably be more comfortable with your accountant." So it's my fault, not theirs? That may be why they have so many bad reviews.

Paychex is terrible. Customer service is non-existent. They're slow, uncaring, and unhelpful.

DO NOT USE THIS VENDOR!MANY, MANY issues! 1) Multiple systems being passed off as ONE by Paychex - CALL BS to them. 2) TLO (time keeping) is just horrible! Not easy to use, supervisors making adjustments hate it, doesn't look good in presentation 3) Paychex NEVER shows you a demo BEFORE you commit - HUGE error on our end 4) You WILL DO MORE data entry than they tell you - MUCH MORE 5) Systems DO NOT talk to each other, HENCE more data entry 6) YOU WILL BE RESPONSIBLE for entering YOUR GL - WTH!!! Am I the client or Paychex programmer??? 6) You WILL BE responsible for filing several taxes. AGAIN - my bad- I thought I was the client 7) When you voice your frustrations you get... crickets. 8) RUN!!! Do not frustrate and create more stress for your HR and payroll folks.
One great thing is HRO. Other wise - it is NOT worth it! PERIOD!

Very inefficient company. Double bill us insurance fee for more than 5 months after we reflected this issue and currently it's still unresolved. Their contacts are either very inefficient or not taking your business serious. I do not know how much they charge our company for the outsourcing HR service. It may be a cheaper price. But personally, I highly recommend you do not hire this company. It will be a big mistake. A waste of your money and time!

Paychex is famous for making changes to the programs they offer such as payroll and when you go in it is totally different from 2 weeks ago. Their customer service is the worst I have ever seen.

I run a small business and payroll was taking up too much of my time so I outsourced it to Paychex. They offer the most absurdly bad customer service that I've experienced. There are errors in EVERY payroll. They now have my payroll specialist, his supervisor and her supervisor checking over our payroll before it goes out and it is STILL wrong.

They pay the wrong pay rates to employees who have been with us for years. It takes SEVERAL attempts to change a pay rate or address. Just a few weeks ago, they FAXED the entire payroll journal to me instead of just the cash requirements. Now, everyone in the company knows who much everyone else makes.

They have whiny employees who think continually making errors and apologizing for them is OK.

Unless you want to deal with several notices from the IRS due to not filing your quarterlies, I highly recommend NOT using this company. We have had an ongoing issue with this for a year now. VERY disappointed with this company and their customer service. Nothing is being handled and we have thousands of dollars floating around somewhere for their lack of using the correct tax ID number. Their agents do not have the skills needed to do their job right.

I have been with paychex for over 20 years. The payroll service is fine. Last year I was talked into a company 401k account. Now I am an unhappy Paychex customer. The charges to maintain this account were not disclosed to me. Also as the owner I am now disqualified from some forms of retirement accounts. I did ask a lot of questions but the sales person either doesn't know or doesn't care if what he is selling is right for the customer. I just received a bill for $400.00 for a restatement fee. This is another fee not disclosed by the sales associate. While restatement is required by the federal government I feel this fee should be part of the montly fee to maintain the account. I'm now at $1600.00 per year to maintain this account. I have five people including myself that are using the 401k plan. The fees are outrageous. I've talked with other business owners, one that has 100 employees and they are paying less then I'm paying. I've talked with Paychex about closing or moving the account to another company and all they can talk about is how much they are going to charge me to do that. As far as I can determine it could be as much as $1500.00. Paychex is always trying to sell additional services. My advice is to not do anything with them other than basic payroll.

Paychex is not a great company to do your payroll processing or to manage your 401K. They are particularly bad for small business owners. I guess they don't make enough off small business to really dedicate any resources to these businesses.

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