Paychex Reviews 710

For a small business Paychex does it all and very efficiently at an affordable cost.

If I could rate paychex with zero stars I would. It has been a terrible experience for our small nonprofit church. Nonexistent customer service, zero follow up and communication, and demanding high fees to correct their mistakes. Was a great day when we closed our account with them, not going back ever

The only reason I gave 1 star is because I can’t give zero. The worst company ever. Employees can’t have made it past kindergarten. Literally a scam. I had to do a stop payment after getting ADP as my new payroll company because they will not put me on the phone with someone to cancel my service. Because of the stop payment they are saying they can’t cancel my service. It’s fraud and I’m inquiring with my attorney for next steps.

Super easy to navigate and, I love that Paychex offers a multitude of insurance options!

This is truly the most incompetent company I have ever worked with. They have made colossal serious payroll errors that have reverberated in our firm for months, taking HOURS of time that could have been spent on more worthwhile tasks. Their customer service sucks. No one knows what they are doing. They filed our 941s late, and I cannot even talk to a person about how to resolve it. Late fees adding up. RUN! You've been warned.

Absolutely horrible. I cancelled my account 3 months ago and they are still withdrawing from my account. They didn't tell me I had to cancel 401k and workers comp separately. Not transparent about costs. And customer service will make you want to stab yourself in the eye. Every department keeps you on hold for 20 minutes just to say they can't help you and you need someone else...seriously wasting my life. NEVER EVER AGAIN.

There really needs to be zero star ratings. My boss just switched to you jerks and the first two payroll periods worked but since then my check has either just not showed up and I needed to get a paper check or you already took the funds from my employer but won’t send them to me so now I can’t get paid at all. You need to be open on Saturdays if the banks are open you need to be open. You don’t get to hold peoples wages hostage because you’re cheap and lazy.

We were with Paychex for several years and were generally satisfied with our experience. That changed last year when they stopped providing a dedicated service rep and went to an off-shore department of people who know nothing about your situation They withheld duplicate employer matches (and paid the federal govt twice) for substantial year end bonus money. It's March and I have left them and am still owed a refund. AVOID at all costs.

What a generic response to the reviews from Paychex. I have been calling since December as I was again overcharged. They were to correct the billing. They did not. I have called many times and still do not have my refund. This is from December! Typical for Paychex. Difficult to deal with, no one follows through, you get extensions of your supposedly payroll specialist but when you put in the extension it never works. Again, will waiting for a refund for another overpayment from December. And I'll get another generic response from Paychex asking me to call and discuss. yes, call after call and 3 months later, still no refund.

The functionality of Paychex is a little clunky but works fine for what we need it to do, most of the time. Expensive for a small company. But the MASSIVE issue is that their customer service is non-existent. I've been on chatbot hold for hours with no response, called and emailed our "dedicated rep" and their general support channels with zero response for weeks - if any response is even given! When we needed to adjust payments for an employee on leave, no one helped me even though I reached out with 3 weeks before the change needed to happen and eventually I just guessed and hoped that I did it right. Now we want to cancel one of the components of our plan - impossible to do online. It's March and since January our CFO has been calling and emailing and initiating chats weekly with no response. We've been billed for two more months, with a third charge on the way, for a service we don't want. I finally got through today and after 90 mins eventually got the right person to speak to- the first rep said I needed a different dept and transferred me but after an hour I had to go to the bathroom and missed their response - you only have 3 mins to reply, ridiculous! So they cut me off and Ii eventually got a third rep who couldn't help. The fourth rep could help but said only my CFO was authorized to respond not me (the owner!) and when I asked her to reach out to him then she said she couldn't because I'm not the authorized person on the account. I asked to speak to a manager or customer retention (so I could discuss this poor service directly) and I was cut off again. Their chatbot has not option to leave feedback, so now I guess the whole internet can see my grievance.

UPDATE: My CFO finally got someone on the phone who informed us that they do not reply to emails sent to any @paychex address.

I am having to change our nonprofit's EIN number. They have been a nightmare to work with. I have called 8 times and no one can help me. I have left 7 voicemails and none have been returned. I sent or replied to 5 emails and no one has relied back or called me as I have requested. The paperwork they sent in an email for me to Docusign has several incorrect items like my work email/mailing address/etc. They are completely incompetent. I cannot wait for this issue to be resolved so that I can leave this company and take our business elsewhere.

I wouldn't trust Paychex to manage a lemonade stand. Completely disorganized. One mistake after another with our payroll and 401(k), and wholly incapable of correcting its own errors. Had to switch providers after only 2 months - and they still owe us money 90 days later despite being told we would receive a refund check (to cover their own mistake) within 10 business days. A total disaster.

Paychex has been simple to use and efficient with running my payroll.

Paychex made a mistake on my W2. They sent me a letter telling me that I would have to pay $500 to fix it. I countered and reminded them that it was their mistake. So they dropped the $500 fee.
Because of this, they needed to refile my quarterly state taxes. They told me that they couldn’t do so because my zip code was wrong in GA DOR database. I called GA DOR and confirmed that my zip code was correct. Paychex continued to insist that it was wrong. Paychex said they didn’t have the number for state taxes paid in Q4. They said I needed to provide them with the number. I went to their website and found the correct number (which they had all along in their system). I sent them this number and asked them to file my Q4 taxes. The person I was dealing with did not answer my many emails.I escalated the matter to my client representative with two voice messages and three emails. No response. I need to file my quarterly taxes so that I can file my income tax return by March 15.
No resolution is in sight.
I’ve used Paychex for 27 years. Paychex used to offer accurate reports and excellent customer service. This is no longer the case. If you enjoy being ignored, love frustration and savor aggravation, Paychex is perfect for you.

I just started a new job that uses this online portal and for two weeks now I can't get past the first page to verify my personal details. It says that my information doesn't match what a manager typed in? Well then, accept the employee's entry and flag the manager then to review it. Customer service was unfriendly and unhelpful. Wouldn't recommend to employers or employees.

Our fsa/hsa is unfortunately with them, and they can sometimes feel like a scam. Their customer service sometimes seem like robots that do know what their job is. They are super particular about receipt/statement you have to submitt when you use their card. It honestly can almost feel like a scam, they are truly dragging on any issues for as long as possible so you can't access your funds.

I request all small business owners and independent consultants to STAY AWAY from PAYCHEX by a mile.

They are out to take your money by slapping all kinds of fees and charges (all at your expense) and offering practically no support!

I have never experienced any other company this greedy and stupid in their business practices (as Paychex).

Before I signed up, they promised 6months free of any charge or fee (*no questions asked) but the very first month they slapped a smaller fee. Subsequently they went on to charge 3x more fee than the agreed upon fixed fee. They charged me extra for running W-2 and some more extra for "handling" non-payroll-running fee, and year-end base fee, blah-blah fee and so on.

I am so upset and fed up to learn how they waylay unsuspecting small business owners.

This company is a nightmare. They held up our payroll because they are so disorganized, they insisted we owed them more money only to hear from another department we were owed money. STAY AWAY.

We are a small church that uses Paychex for payroll. Not one year has gone by in which they issue correct W-2s the first time. Then they charge a fee for correcting them. This year we had a contractor who needed to be issued a 1099. We requested service from Paychex months ago. The 1099 still hasn't been issued which means we are out of compliance with tax law. Their email responses are garbled copy-paste nightmares, obviously not composed by competent English speakers.