Paychex

I have been using Paychex for 15+ years with very few issues... HOWEVER the last 2-3 years we have noticed a definite decline in service. Not only is it very difficult to get anyone there to respond to concerns, but the mistakes and the number of missed processed payrolls has been getting ridiculous. There is no follow up or responsibility taken to make sure everything is in place to run your payroll. It is the absolute worst feeling when your employees call you at 6am because they didn't get paid. Then you spend hours on the phone to get a hold of someone to let them know your payroll did not get processed.

We have been customers for years and used to be very happy but we are extremely unsatisfied. They keep making mistakes and refuse to fix them. We have asked for a different specialist but they won't change us and our current specialist literally yelled at us on the phone trying to blame us for his incompetence. We are currently looking for a new company. I would not recommend this service to my worst enemy!

I have been working with Paychex for about 2+ years and every year it gets worst. Their specialist has made so many mistakes and I am the only one paying for it. They reported the wrong information to IRS, which made me have to pay IRS over $700 and I am still waiting for reimbursement. They made errors in payroll and have charged me multiple times for their correct. I spend hours calling their representatives and they is NEVER any resolution. They just double down on repeating more mistakes costing me more money!! I need leadership to finally respond to all of my emails! End of Year Tax season was a nightmare, I had to pay my private account to get my staff's information processed. PAYCHEX was NO Help at all, just a waste of time.

UPDATED 04/12/2022: I wrote a 1 star review where they took $800 from our account in error. Despite proving this to them they still have not fixed this or even talked to me about this. When I did the review I had someone from Paychex call me and give me an invalid number for a manager. I still have not gotten this fixed and still have not talked to a manager.

I have been using Paychex for several years with no problems... UNTIL recently. When trying to reach my specialist I am no longer put directly through but am put on hold for times exceeding a half hour - 45 minutes and it's with the "next available" specialist. I submit my payroll early in the day and after 5 hours it still has not been processed, I don't even know if it's been received and looked at as I no longer receive confirmation of receipt. If there is any problem with the payroll, there is no time for corrections (if needed) as waiting on hold in line for "next available specialist" times out their "fix it" time. Fixing problems after that time means having to undo and redo... which they charge additional fees for. We are seriously searching for a replacement company to process our payroll.

My company has been a client for a 6 months, and during this time, the company has had missed filings, double filings, and late filings. I have incurred double charges, been penalized by the IRS, and have had to pay penalties. I have been assigned to 4 different people since I signed up. The latest one who handles my account has 700 clients. She sounds overwhelmed. Their turnover is high- and it appears employee moral may be very low.

They charged me $75 to send me a check for $182.55. I had just started working for a new company and separated my employment. The full amount was $303. They took just under 25% of my money. Even the IRS only took $45. This is a ripoff. I will never use their 401k service with any future employers. Period.

They forget to call you when payroll is due to get hours. They do not answer when you call, you will be on hold for 55 minutes then it rings as if they will answer and instead the line gets disconnected. You will leave messages for a supervisor to call and no one will call you back. Yet they will continue to charge your credit card that, is on file, even when there has been no payroll processed. Paychex is a total scam now. We have been with the company since 2010 and they were a good company until 2020 when they started spiraling down.

If you are a small or medium sized non profit Paychex may not be for you. We have had a payroll problem for almost 30 days and every service representative has passed the buck, or not responded to emails or phone calls. They even registered our out of state employee as in state after we brought it to their attention, then they tried to upsell us a HR support package. We moved to gusto, and as we grow we will go to a larger company, but never Paychex.

I have been with Paychex for 4 years and everything was great. However, everything went downhill when I received a new payroll rep. I have been requesting certified payroll since December and the function does not work. I have emailed and called my rep numerous times, and she is not available. She would occasionally email me stating she was working on my case, but my issue is not resolved. I have emailed her manager and have not received a response. I have decided that I will be looking for a new payroll company. Stay away from Paychex!