Paychex Reviews

Not precise on gps locations. Will put you close but not correct always. Log in problems if in an area of lots of buildings and structures. Will sometimes clock you in when you’re only reviewing the app. Hard to rely on.

My experience with Paychex has been extremely frustrating and unprofessional. They promised to abate a $200 charge, then later dismissed it. Their customer service has been unresponsive, dismissive, and unhelpful, leaving a small, mother-daughter-owned business like mine stranded. They mishandled payroll, failed to assist with unemployment wage reporting, and overcharged for a basic tax ID service. As a new business owner, I expected guidance and reliable support, but instead, I faced delays, poor communication, and unfulfilled promises. I am filing complaints with the Better Business Bureau (BBB) and the Federal Trade Commission (FTC), and I will be submitting all documentation to support my claims. This experience has been unacceptable, and I want others to be aware before trusting Paychex with their payroll.

I would not recommend using this company. Please read in full, as I’ve had more than one issue. I was using Paychex in 2025, and after 6 months I learned that I was being charged a $75 late fee monthly. I chose once monthly payroll services to keep costs down, and my pay date was selected solely based on my start up date. I was never informed that there would be a late fee for choosing the end of the month. I was also charged a late fee for missing a payroll that was their fault, not mine. I was refunded for this, but it was only because I recognized it and reached out. The refund didn’t come without aggravation, and wasting my personal and valuable time on issues that shouldn’t exist. When emailing to question the charges, my representative never answered me. Not once! I had to personally ask for escalation and get management involved to resolve the issue.

I wish I'd looked at the reviews. They have 508 Reviews and 426 are 1 Star Reviews. We've been with Paychex since August. We ran 5 Payrolls with 1 or 2 employees and was charged over $1,000.00. We disputed the cost, got some refunded but they keep drafting our Account. Today, they took $240 that was allocated to a storage bill and that payment may get returned. If so, we're heading to their state to sue them in small claims court for the max. I advise you to do the same.

These people are terrible! Run, don’t use them. They took the 135.00 weekly for their troubles. Never did any 1/4 filings w2 or anything that they was contracted to do. When confronted after the 5th phone call of 1is hour hold times. They could not figure out what happened. I’ve emailed the rep to my contact. At least 7 times throughout with no response and left voicemail messages. I’m beyond angry and frustrated this this company. Please please choose a different company who will help and communicate with you.

Terrible experience that is still not resolved. Paychex is the company contracted with my deceased dad's employer and after his death I have been trying to get his retirement account disbursed into a new account in my mom's name but Paychex has been incredibly slow and unresponsive. It's already a very difficult time with the loss of my father and having to move my mom into memory care. The cost of memory care is so high and the bulk of her assets is in this retirement account that I cannot get my hands on.

I was told when signing up that I would have a dedicated contact person. That has not been my experience at all. When I try to reach her, I only receive an automated message saying she is on the line with another client, and there is no option to leave a voicemail or request a callback. Instead, I’m routed to other representatives who try to help, but they often only have partial information and can’t fully address my questions. This leads to repeated calls, inconsistent answers, and a lot of wasted time. Reliable communication and access to knowledgeable support are critical for payroll services, and this has been a major disappointment.

Paychex customer support is the best I have had of any of the several payroll companies I have used of the last 30 years. They are responsive to any issues and resolve them quickly and fairly. Their prices are very good as well. I would highly recommend them.

Awful company. They cheat people anyway they possibly can. They don’t pay overtime on time. They don’t pay overtime fair and they don’t pay overtime when overtime is due. Worst company dealing with a payroll company I have ever worked for.

Worst mistake I've ever made as a owner. I can't believe a company as rotten as this can exist. They not only have the #1 worst customer service, they never return a call never solve any issues. Please see all the terrible reviews and stay as far away from this company as possible.

This company is undoubtedly the worst payroll service in the industry. We chose them because they were the cheapest option, but we deeply regret that decision. We should have opted for a reputable company and paid a bit more for better service. We signed up for Paychex after a sales presentation on December 30, 2025. Over the next few weeks, we worked with them to set up our account, but they completely messed up our company’s information. We were never able to reach our dedicated support specialist, and we kept getting told that we needed help from her, who never answered her phone.

I need to close my retirement account because my employer is switching vendors. Paychex is going to charge me $100 just to close the account. I have $104 in my account so I will receive $3.89. What a racket! They should be ashamed of themselves! I would give negative stars if I could!

I got this payroll company back in 10/2025. I notice in the first week that this company wasn't right for me 'cause I keep getting call about from marketing people about services I didn't need, I finally got tired of the call and I cancel the service, I was suppose to get service free for 3 month and I charge to my account for 240, and then I started get emails in december stating I owe a balance. I didn't have any employee yet. I was just starting out in my small business but I am being charge at first 240 then 80 dollars monthly.

All I can say do not use this company, they are not professional they have no one to respond to your concern. We can not even get a touch with anyone all they do selling you things it doesn't make and senses!

Their "help" desk people SUCK!!! I used their chat to try and fix a sign in issue today and both of the people I chatted with did not care and would not help me. The second employee just rudely told me he could not help, told me to contact my employer, and ended the chat. Both people were EXTREMELY SLOW about helping me and told me I was giving them the wrong info about signing in and security questions, which I was not. My employer solved the problem in two seconds. If you are stuck with Paychex and you have a problem go right to your HR person at work for help. You won't get any help from the Paychex staff. They couldn't care less.

Never again! Most stressful company to do payroll with! They never drafted the correct weekly fees which led to CONTINUAL emails and calls. I would eventually get a refund but had to constantly monitor their drafts and take days to email and get to the bottom of their mistakes. And taking money out of my business account wrongly could have led to overdrafts! Absolutely terrible company. Was not able to reach my representatives, only got a voicemail for my assigned reps. Then an email would pop up a day later with half the answer so I would have to put another call in. Issues would drag out for days that could have been solved with a simple phone call! Had employees working in three different states. They would suddenly drop the reporting but I didn’t find out until incorrect W2’s were issued. What a mess that was.

Stay away from Paychex! I’ve been a customer for 3 months and nothing but problems. The clock in app is horrible, the job cost report are worst, they don't pay my workers comp as agreed, they file the RT6 reports with the state of Florida, they tied me in to a contract and I can’t leave unless paying a $4000 early termination. The rep Randy ** should be politician. His Boss Omar is not any better

We have been customers for over 20 years and have slowly but surely watched the service of this company evaporate. Previously I received a call to report payroll on or around 9am every other week. Presently I never get a call from them. I have to call them and wait on hold for about an hour at times to get our payroll processed. Not sure who is working there but no one answers the phone. We are a small private MD office and answer our phones. I wait about an hour every other week just to pay our employees. Time is money and I'd like to send them a bill for wasting my time!

Contacted them multiple times. They refuse to release my 2024 W-2 due to the fact they have billing dispute with my employer 2025. I keep getting the same email asking me to call their accounts payable and I'm an employee of the company.

I took the work of the representatives from this company. I use their payroll services and also workers compensation through them. Trust me, they are awful. You are promised all this help and you never get it. They take money out of my business account when not authorized. I canceled them. They continued to take money out, which lead to several overdraft fees for me.

Customer service is beyond horrible. Communication is extremely poor, and I cannot believe how unprofessional this process has been. Canceling a 401(k) plan has been a nightmare. They charge $1,500 for plan termination and still manage to make repeated mistakes. The process drags on for months, and every time you reach out, you’re assigned to a new person who provides only partial or inconsistent information. After seven months, we discovered that the termination process had not even been started. This is completely unacceptable. Never again.

Paychex is non-compliant. They missed our Payroll date and did not pay our employees. We submitted our numbers on time and the account is funded but they did not pay employees. This now almost happened again - but we caught it. Now we are trying to speak to someone who can help us figure this out - and they don't exist.

I process payrolls for multiple clients and am extremely disappointed with the services provided. A dedicated specialist is assigned to each client. However, someone other than the specialist processes the payrolls, responds to emails and addresses multiple issues that arise. It was never like this in the past. Payrolls are not timely processed and direct deposit premium processing fees are assessed as a result. I can never reach the specialist on the phone, and the waiting time to speak with someone else takes 30 minutes on average. I would not recommend using its services.

I am writing a review of Paychex Payroll services. \I am sorely disappointed with their customer service and with the reliability. They neglected to file our company's state unemployment returns for the past 3 1/2 years. When I brought it to their attention, they took 7 months to get the returns submitted and now I am in the process of trying to find out if they are going to submit the payment or should the company submit payment directly. I have requested that they cover the penalty and interest charges since they were negligent in filing in a timely manner. Now I cannot get a response from our rep or anyone else in the company.

I am writing to express my extreme disappointment with the recent changes to your business model. As a customer for over 15 years, I have always valued the service provided, but the new approach significantly diminishes the value placed on small businesses. The transition to using overseas service providers presents a major challenge. The staff members often lack a fundamental understanding of payroll processes and communication is severely hampered. While we are assigned a U.S. Payroll Specialist, Denis ** has consistently failed to return calls or emails. This lack of response means that our payroll process, which previously took only one minute, has become a difficult and frustrating experience every time.

If I could give Paychex negative stars, I would. If you value your sanity AND your money, I would absolutely steer clear of this company. They have failed to file my quarterly payroll taxes for months. I have literally pages and pages of emails between myself and them. They contradict themselves at every turn. They gaslight, they ask for more money to file reports they were already paid to file. They are a complete nightmare. Tonight I filed a report with the FTC. Not sure if this will help, but if my review helps even one more small business from dealing with the disaster I am dealing with, it will be worth it.

Caution, this app isn't made for the workers and getting in on time. This App is Admin nonsense. First and foremost, I think it's low key designed to get people fired. I work in a place that has gigabit internet, and with this app you wouldn't know it. You would figure an app whose primary function for the average worker is clocking in/out would make this priority but no. The app will load everything up BUT the buttons I need to clock in/out, even when I hit the 'clock in' button the buttons turn grey and it will be a few minutes before it accepts the punch in, but what's WILD about that is it accepts the punch in not from the time in which I pressed the button, but on the time the app decided to recognize it. IF I have to engage with this app, but in so doing I have to remember to play around its failures like come in early to give the app room to maybe serve its function, it's a broken tool full stop.

After being on the phone for three days straight and hung up on, we found out paychecks only keeps three years back up, and when they were in charge of the W-2s for our business, they never sent it to Social Security. We now owe the IRS thousands because paychecks not only didn’t do their part but they don’t keep back up past 3 years.

I received a tax notice that my employer City taxes were either withheld incorrectly or not submitted. I have tried to contact someone at Paychex for assistance but cannot get a hold of anyone. I have already switched companies, so I can no longer log in. They make it impossible for anyone to contact them when something comes up, but they will definitely take your money!

On our 10th rep. Mgmt is one of the worst. Only way to get anything done is to leave and a retention officer will handle all your issues in seconds. No real way to get in touch with them, once of the worst payroll companies, or company period I have had the chance to work with.

I have been with Paychex for approx. 20 years. In the last 6 months they have repeatedly failed to process my law firm's payroll as scheduled. In addition, they screwed up 401K withholding amounts. Needless to say this is highly disruptive for my employees. As a result of their errors, I have spent hours on the phone addressing these items. If you try to reach customer service, plan to spend an ordinate amount of time being shuffled between representatives who are unable to help and therefore need to transfer you to another representative. As a result I am actively searching for an alternate payroll service. Keep this in mind if you are considering using this company.

Totally incompetent support staff fumbling their way thru the system as though it was their first time, every time. Simple issues, 45 minutes on the phone waiting for 5 minutes after each response, and issues never resolved. I see why my previous employer ditched this company.

Absolutely horrible! I can't get a straight answer from anyone, awful customer service. I have serious issues and don't get responses for over a week and then there is no consistency. They screwed up my taxes and have caused a lot of headache, lots of extra fees. I'm so done with them. I left my previous payroll company for similar issues and hoped for an improvement. It was okay at first but then has been terrible lately.

Unreliable and irresponsible staff. We have been using them for years but in the past 5 years they are going down steadily. Our so-called Analysts are changing every few weeks and each one is worse than the other. We barely receive our P/R packages on time and looks like it is time to drop them.

Beware of hidden fees. A few months ago I was contacted by a paychex employee regarding the necessity of my opening of retirement accts for my part time employees. I asked him about fees. He promised that whatever the cost, it would be mitigated thru existing fees and it would cost be nothing. In reality, 2340.00 set up fees, 160.00 monthly fees. When I asked to speak to the person who originally set this up I was told that he was no longer employed. My mistake was not hiring a lawyer to read the 16 page fine print agreement. In a nutshell don’t trust Paychex

This company is an utter disaster! There is absolutely no communication at all once you're signed up, other than to sell you more products. I was having an issue with my employee handbook and reached out to my consultant 4 times by email and twice by phone over a three week period and received no response. Someone from their tax department called me to sell me new products and I told her I was going to cancel and why I wanted to cancel. She said she would have someone reach out to me. That was a week ago and still no call back or email returned.

I’ve been a Paychex client for some time, and unfortunately, the experience has gone from frustrating to unacceptable. In the beginning, I could call and speak with any available agent, which helped when my assigned representative was unreachable. But over time, they’ve removed that option entirely. Now, I’m routed only to my assigned agent’s voicemail—who never returns my calls—and I have no way to speak with anyone else.

This company is very dishonest. They are not truthful making your promises and have not fulfilled not one of them. This corporation has major problems internally. One of the worst companies I have ever worked with on customer service. You get bounced around the whole corporation. This company should not be allowed to do business in California. Unfortunately they have no competition in California - one of the reasons they’re not focused on customer service or integrity.

I am part of management at a medium size company, I came from a larger food company where we had 4 or 5 new software implementations and at all those upgrades/implementation, the companies always had on site a group or at least one person of IT to help their new customer navigate the first week or 2 and support their software and help new customer get familiar and handle exceptions and issues. We never had a single person on site, not even training to all users to help understand the in and outs of this program, until now months after implementing half way this new company we are struggling at all areas, having a hard time to get support via phone and we are not ready to implement this program a 100% yet, and of course still nobody had showed up on site to help with all the issues we are facing, definitely not the company you want to have as your payroll company.

We moved our Co payroll from ADP to Paychex 3rd Qtr 2024. Paychex has FAILED to file quarterly reports and now the EDD is sending a Notice of Intent to Lien. We have been assessed thousands of dollars in penalties because of this. Last year upon receiving my first Notice, I worked with Paychex rep who said she would take care of it...long story short, I went through 6 reps (none of whom still work at Paychex - emails keep bouncing back) and signed 5 power of attorneys and it still isn't corrected.