Paychex Customer Service Complaints - page 4

SCAM ARTISTS.

1. Unusable online systems from circa 1998. Flash-based. DOES NOT WORK on many computers. Stay away.

2. Does not follow up with documentation needed for FSA charges in a reasonable manner. I first learned of a pair of charges (over $300 total) that they wanted documentation for in JANUARY of the next year. Past the IRS deadline. They tried reaching out to a work email ONLY that did not actually reach me back in July. Zero physical mail notifications until after I had left the company. I finally got ONE letter on the matter after the IRS deadline was past, far after its send date. Either I have a lost/stolen mail issue with whatever they sent before then or something, but a simple CALL would have been more than welcome before it was too late. They do not do their due diligence on getting consumers to provide the proper documentation on charges until it's too late.

3. Unusable phone system. Representatives are unhelpful and bound to consumer-unfriendly company policies. Will never admit to a snafu on their end or actually be helpful in any way, shape or form.

Two words: scam artists. If not letting me know that they had two charges in limbo until AFTER their IRS deadline had past isn't a scam, I don't know what is.

Paychex customer service sucks!!! I waited on hold for over 30 minutes in the middle of the day before a real person picked up. That person could not tell me where to go, what website to log into my account to get my pay stub.

Initially, wonderful sales person. Could not say enough good about her!Then passed off to a personable, seemingly also experienced fellow but who also often never returned phone calls, thus causing us to miss a payroll and many return calls needed by our company. However, the "set" price went up from the promised one and all the sales rep could do was compromise between the promised fee and the new higher one. Then discovered employees without their own bank accounts could not cash checks at places, like Krogers, that "accepts all paychecks" (except paychex). Which cost our company employees at a crucial time, when they walked without confidence in our payroll. Called Paychex over that weekend and another rep guy said, "well I don't live in your area, how would I know where to tell you our Paychex are cashable?" A national rep said she would never let our company take a 1200. hit, that we did when we our employees lost confidence in our payroll and some left the jog and work was greatly delayed. But even as I spent more than 10 hours personally investigating why their checks were no good in most check cashing places or where to finally cash them (Charter 1 banks: but all, but the 6th one refused them) -something (finding out where to cash the checks or why they were not cashable)Paychex should have done for themselves, Paycex could still not answer why their Paycex were refused. But, when, after the nantional manager called the regional manager and I was contacted by the local regional manager, the local person said all she would do was give us 4 free payrolls (about worth 130, not 1200.): a BIG loss for our company. Then we were shifted still to a third regular rep who was out of her office for about two weeks. Instead of 4 free payrolls, we were still charged the first one, then the courier fees, and said okay, five free payrolls, but no free courier fees. Then unexpected 25.00 quarterly fee, then sent wrongly (short of end of year) W-2s and then, to correct them, wouldn't send them, courier, without another 10. fee. Regional Manager a total "impersonal person." (read between the lines.) They don't care about our company.
What a mess.

We received tax notices from almost every agency regarding several filing periods. Paychex would not respond to our requests to handle these. They simply would not answer/reply or make any attempt to resolve. Required extensive work on our part and eventually we ended up paying the fees just to get the various departments off our backs.

(Paychex Flex used in 2014)
PRICE
Much cheaper than ADP for me, but you get what you pay for.

ONLINE EXPERIENCE
Not great. Interface is clumsy, and many functions require you to call your payroll specialist. Manual entry is more tedious than you can imagine. No response for nearly a month in trying to get my upload file configured.

PAYROLL SPECIALIST
All very nice and knowledgeable enough. Not sure why I had 2 or 3 of them within a year.

COMMUNICATIONS
Awful. I had clear requirements at the start of my service that they failed to deliver on--then wanted to charge me to fix them. Good luck reaching your specialist. Keep calling back and you'll eventually get someone.

I'm moving to ADP for capabilities. Paychex does not save me any time or worry--just takes my money.

When a n employee asks for a copy of their pay stub you have to give them a copy of it they earned it not their manager not the company they work for that employee with their social security number deserves that pay stub they might need it for emergencies like stay alone or just an apartment paychecks is the worst company ever

paychecks will not give me a copy of past payroll stubs that are my own that is illegal and they were very rude on the phone why would a company give me a copy of my own pay stub that is ridiculous and completely unsatisfactory

I had tough time today reaching out Paychex online customer support to reset my account. I waited for more than 1.5 hour in phone during my work hours.I tried reaching nearby corporate office in New York. After transferring/explaining to 3 people ,they were not the right people to help me. So
I called again customer support and waited for another 10 minutes and they picked up my call and resolved the issue.Thats good.But for making me wait this long in phone, I won't recommend this company to anyone in future.

Paychex FSA service is the worst professional service I have ever encountered. They have put a hold on my card more times than I can count, always demanding a more detailed invoice or receipt. My doctors and dentist are aghast as they give me the most detailed receipt available at the start. Then today I blew a gasket when my FSA card which has over $2K in its account, did not work for $1K of dental work. I called Paychex and was told that since I hadn't used it in a while they deactivated it and it will take a week to get a new card. I want Paychex deactivated.

My typical wait time on hold for retirement services customer service is running between 15 and 20 minutes. This is outrageous. Then, the customer service is a pool - you will deal with someone different each time, so there's no continuity or accountability. I've been working with them on an issue that I'm told is being resolved but doesn't get resolved. Paychex is horrible.

The 401k program through them is a complete farce. You can't make an emergency loan unless you have a vested amount of $1000, and the free is $150. I've been trying to rollover/withdraw my funds to go with another service, and after 6 requests, have yet to get the correct form.

I'm tired of fooling with them and am filing a consumer complaint with the NY attorney general's office.

My problem has nothing to do with customer service, its their website. I hate the new interface!! It's slow, not user friendly, and it sucks!!!

Paychex consistently gives me a pain in the neck. They make a lot of mistakes, give incorrect information about how to use their system and basic payroll information, my payroll specialist out of the office A LOT so I am always explaining my company to someone new. Their system of people is not well integrated - they don't pass calls on to the right person very well. Their online system and documentation are seriously lacking. And they are more expensive than many other payroll companies, so I expect better. I am just waiting for the right time to move to a better service.

Paychex "upgraded" their website. My account was "migrated" from the old interface (good, reliable) to the new, improved one. It sucks.

It reeks of MBA rebranding: Loaded with "look at our new features!!! with poor functionality, excessive use of popups, a non-functioning "help" button. Seriously awful. The overpaid executives who green-lit this disaster should lose their jobs.

But they won't. Paychex will just raise its fees again.

Terrible service, the sales rep promised great service and I have gotten none.

Paychex system of saving receipts filling out forms, faxing them in then getting denied because of some stupid technicality. It takes countless hours of preparing all the paperwork and documents so they can be faxed FAXED to them. I work 12 to 14 hours a day who has time for this nonsense. I've lost many hundreds of dollars. I will absolutely dis-enroll at the end of the year.

The company employees are rude and they make mistakes all the time !! Be ware !!

Don't let these guys anywhere near your bank account. When we first signed up for the service, it took three months - 6 pay periods - and countless hours of my time to get the withdrawals correct. The issue was gross incompetence on their part. After getting me a new, more competent rep, things straightened out a bit, but over the next couple years I was fined twice by the state for late payment - both times they had taken the money from my account and held the money and submitted late to the state. After again spending many hours on the phone with person after person, they determined that they were not at fault. I have now cancelled all services with Paychex, but they continue to draw money from my accounts. It's unbelievable, but each month they change slightly the name on the ACH, which throws off the stop payment order. Again, NEVER let these people have access to your account.

Very disappointed and they make me look bad. I'm an accountant and have sent many of my clients over to paychex within the last 15 yrs. In the earlier days this company was on the mark but in the last 5 yrs they have become progressively worse in customer service, consistent reps for each client and providing personable service to their clients. They instead send emails to their own website dashboard of which many clients pay no mind to and to boot their upgraded site is horribly slow. Some of the info sent to the dashboard is of importance and should have been mailed along with the payroll itself. They have updated their direct deposit forms so many times and neglect to inform their clients, later denying the forms sent in by client because client had no knowledge of new forms. They have also made numerous errors on client's employees checks and when trying to correct the situation, many reps are clueless on how to remedy the situation, making matters worse. Ask for a supervisor and they preach policy forgetting, you can only blame policy and errors on computers just so much. Hummm...Who works behind these computer screens?? Supervisors, rarely answer phones when you call and you wait too long for a return phone call, if any at all. So far paychex has lost every client I sent them with the exception of one who is now boarder line. As far as I'm concerned if paychex thinks that have become so big that they can afford to dismiss their clients needs and concerns than they will find themselves alongside the rest of the big corps who have seen their demise by thinking they can dismiss clients who trusted them and still continue to exist. Without good ethics, morals and professionalism is a recipe for their own destruction. I will never send another client to them again, the complaints from my clients are disturbing to say the least.

I am an employer and have used the payroll service for years with no real complaints. But I recently opened a 401k plan with them and it's the absolute worst. They charge a huge amount of fees, the system does not work, the management is all on the employer and they provide zero service. I agree with a previous comment - Paychex is not the company you want to hire.

Awful benefits service. Constant mistakes on how much they pay the Fed for you, that YOU must fix. Keep ALL paperwork as they refuse the truth of their errors unless you SHOW them. Takes MONTHS to fix problems like this. This service was supposed to SAVE me work! They randomly forget to take the correct amount of your payroll, then sometimes make up for it with one Gigantic deduction that your bank account was not funded for. They send you from 800 line to 800 line. They told me we no longer HAD an account manager?!! Easily one of the worst experiences in my 53 years of doing business.

I rolled over a measly $148. They sent a check for $83 and charged a $65 rollover fee. The women kept saying it was just a one-time fee. Well, how many times would you roll-over your 401(k)? Once right? Also she stated it was an industry standard. This is my 4th roll-over and first time EVER charged. She also stated that it was in the terms and conditions just before I rolled it over. Didn't I see that? Actually, no. It isn't made very obvious. So I got nowhere. She said she would get a supervisor but that they would never reimburse me any money, so I said why bother. This company is a rip-off. They kept almost half my money!!!! I'm going to contact Atty Gen'l anyway and see what they say.

I am unhappy with my employer for choosing paychex and hate this service. It is not MAC compatible which means your employees must purchase a PC to access your payroll information or risk using a public system. In this day and age it makes more sense to have a system that allows for use regardless to what type of computer you have. I am strongly considering reporting my employer to the state which hopefully result in their dropping the paychex system.
When I called the support number the man who answered was unpleasant. I can't imagine why any company would continue to use this system.

Their sales pitch was that we would be assigned to ONE representative and not a different one every week like with some of the larger payroll companies and that we could save money by not having to ship with fed ex or ups because we were only about 40 minutes away we could use regular mail and still get our payroll by friday no problem. In a little less than one year we have had numerous representatives and twice have not recieved our payroll on friday as promised. both times they blamed the postal service. our payroll gets called in on mondays and 4 days later still no checks. I could walk them here in less than four days. Then I was told that they could put stop payment on the mailed checks and they could reissue and ship fed-ex but I would have to pay for the shipping. Being only 40 minutes away, if it were my company I would have offered to bring them up personally or had a representative do it. Not what I call good customer service. Prior company processed out of Massachusetts on Wed and we never had a problem recieving checks by friday. Guess its time to go back.

I have had extremely poor service from Paychex in my first time using thier FSA process. I purchases contact lens solution from my optometrist and submitted (faxed) my claim with receipt. They denied acceptance of this claim saying I needed a doctor rx for this item. I have been going round and round for 8 weeks, calling 4 times to have this approved. I told them specifically what the item was - today I went to their own site and saw they have an otc store where I can buy items without a prescription directly from them. Well when I saw contact lens solution on the list, I called and asked why my claim was not approved when I could buy the same item from them without a prescription. Finally their agent lifted the hold on my card.
No one prior took the time to make sure contact lens solution was approved. It was easier to tell me to send in a prescription from my doctor! Very robotic service, low initiate employees who really don't care about helping clients, and every one of them ended the call with "Can I help you with anything else?" NO, just with the one thing I called about please!