Paychex Reviews 709

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.

This is the WORST company ever. STAY AWAY AND DO NOT DO BUSINESS WITH THEM. They never forget to charge you but the make a mistake on almost every payroll. No one EVER picks up a call. Reps change weekly. On hold for over 30 minutes. They CONSTANTLY make mistakes. Seems like all the reps work from home, if you can call it work.

They consistantly charge me extra with no explanation. I had to leave a bad review to even get them to call me back. They tell me that they cannot do things that they have done in the past (move people between companies). No one will call you back ever. You can never get ahold of your payroll specaialist. I had one good payroll specialist who was very helpful, but they changed him into sales and everyone else has been hard to even get on the phone. Do not use them. They also misquoted me insurance at the begining. I based my decision on that information.

My Son was killed in an accident in October. He had a 401K account with Paychex. I am a beneficiary. I completed the requested form from Paychex and faxed it to the number on the form. I have confirmation that the fax was received November 12th. I requested that the funds be rolled over to an appropriately set up IRA with Fidelity Investments. I have made several phone calls to Paychex to determine the status of this rollover. Each call starts with the representative telling me that they do not have the completed form from me. I then spend the next 10 minutes proving that they do have the form. On December 11 I was told that the claim was approved and that the distribution would be started on December 16. I called December 22 to check on the status of this distribution. After again being told that Paychex does not have the form from me and me pushing and proving that they do I was told that they don't have any information on the distribution and that they can not verify that I was told that the distribution would take place on December 16. I asked the representative to connect me with a supervisor or someone who may be able to help me get this resolved. I was told that it is not possible to do so. I made my rollover distribution request based on Paychex assuring me before my request that it would take place in 2025. I did this for income and tax planning. I request a response from someone who can access the records realted to this matter and who has the authority to conclude this transaction in a timely manner.

Always long wait until someone pick up the phone. My account Rep is NEVER there. No replys on emails and hard to get help. Multiple payroll errors and the biggest this is that when it comes to Audit they take NO 0 responsibility. Thanks !

I was terminated in November. I have been trying to get my $ out of my 401k since the beginning of December. It just so happens that everytime I think I'm close to getting the doc-u-sign to release my money something happens. They said they sent me an email on 12.15 and I never received it. How super convenient. Now I'm being told I have to wait another 5 days just to have them resend my ppwk. This is bullshit!! I hate this company and the way their system is set up. And I assure you they never sent that email because I am constantly looking at my phone at every single email that comes in 1 by 1 because this is so important to me. This is my rent money so that my children and I aren't homeless. It shouldn't be this hard to get MY money!!!!

My company for a very long time has worked with Paychex. I rarely write reviews but I did the other day because Paychex had changed recently from being great to work with to becoming challenging due to long hold times, constant change in staff, etc so it was hard to get problems resolved. Today I reached someone at Paychex that took charge of the problem, fixed it and really showed the excellent service and appreciation of our business that we were used to prior. It restored my faith in Paychex. And later today a person I also had left a message for at Paychex prior followed up and made sure everything was in good order with the problem getting resolved. It had. After those experiences and having the problem rectified with assurances that the problem will not happen again, I do feel confident staying with Paychex and I am relieved the professionalism we used to experience with Paychex is back in full.

The platform worked fine until it came time to cancel. I have been trying to cancel with them for the past 3 month and they keep charging me. Im told to call a certain number then Im told to email. I've done both and it's still not canceled yet. Crooks! So difficult to work with. They give you nothing but the run around.

We have use Paychex Flex for ten years and in the beginning, they were great to work with. Over the past 2-3 years, however, their customer service has rapidly and severely declined. Our "dedicated payroll specialist" turns over every couple of months. As of a few months ago, all emails sent to dedicated payroll specialists are redirected to a general offshore inbox. It generally takes 2-3 emails to get an issue addressed, often due to language understanding barriers, and each time you respond to the same email string, it gets directed to a different offshore person. Same with trying to call for assistance - we can never reach our actual dedicated specialist and if a voicemail can be left, it takes considerable time to get a return call. Also, any needs that are more complicated, such as setting up payroll for prevailing wage reporting, is beyond their level of expertise. I appreciate the ease of the platform when running reports, tracking PTO, looking at employee history within Paychex, etc. but the poor customer service has us searching for other options.

Awful. No help or communication while I was a customer, the platform is confusing, and it's not clear immediately that running payroll even worked. When we left, there were a ton of forms to fill out, just like any scam. They sent me back only $42 from what I had paid in quarterly taxes, as I had switched, and the new company would be handling that quarter. I let it go so I could just be rid of them, and THEN they sent $800 to collections against me. I have requested proof that they ever sent me any bill for that amount and a reason why they would have mailed me a check if I owed them money. I hate them. Criminal at worst and incompetent at best.

TERRIBLE!! Very expensive and customer service is non- existent. 17 employees and it ran me approximately $500 a month for two payroll runs. Still have PTSD from the on boarding experience. I utilize the service for two years and kept hoping for the best and it just never improved. Sick time hours calculated inproperly for two years running. Numerous times reached out for an audit with zero response. Leaving the service as of January 1, 2026 and moving to a different platform. Do not understand how they are even still in business.

PayChex customer service is a joke. These individuals, who all sound like they are in high school, have no idea what they are doing or talking about.

When customers call to ask about a claim, they go around in circles as if they have never had a credit card od a bank account.

Our company has been fined now for two quarters because IRS said payroll taxes are being paid late by Paychex. Does this make sense to anyone? dumpster fire here. It does to us cause its the third fine we have received due to being with paychex. If there was negative stars they deserve this. Only when your account has issues and you claim to leave is when they have a retention manager call you to fix everything, but its time for litigation.

Bunch of morons. I called half a dozen times trying to get any sort of information I could about my dental insurance. The first time I called, they refused to talk to me and said they needed to talk to my boss. Each subsequent call yielded different answers. On the final call they said they had to elevate this 2 a supervisor. I waited 3 days for this supervisor to email me and the email basically said idk, call MetLife. I called MetLife and they couldn't find my policy and told me to call Paychex. At that point my dental bill was weeks overdue and I wasn't interested in chasing my tail anymore for those incompetent morons and decided to pay the bill myself. I'm already enrolled for next year, so I'll see if this happens again on my next appointment. If it does I'll have to sue them to get the money they take from my paycheck back. Should be no problem I'm keeping diligent records. Hopefully they get their shit together

Absolutely atrocious customer service at every level of this organization. After years of using them for everything from payroll to CC processing, we decided to make a switch in the last year due to way more affordable options like Gusto. First our payroll lady blamed us canceling on me saying I should have given her a chance to match Gusto's rates...which I did via email, and like normal, no response to my email. The 401K offboarding has been a nightmare. Paychex 401K staff will hardly respond to an email, and when they do, they provide half the requested info, or completely wrong info...then go silent. If you own a business, there are much better alternatives, trust me.

1 star because 0 stars is not an option. I had a very frustrating experience with a customer service representative named Derek. I was asking a simple question and he refused to answer because of "employer's agreement". What I was asking did not violate terms of service. His rude mannerism and refusal to assist me is certainly a cause for concern. We are paying customers and excellent customer service is expected.

My company attempted to cancel our our services, only to find over a ear later that each individual service (payroll, HR, Retirement, etc) has it's own process for cancellation. We wasted thousands paying for services that were supposed to be cancelled. Obviously they offered no help in reimbursement. They stole our money and they'll steal yours.

If I could give zero stars I would! We have had Paychex for years but in the last 5 years or so they have progressively gone down hill. They keep going up on what they charge without warning and it keeps climbing every few months to double what we were quoted with the last package "payroll flex" we went with. they continually pay the wrong amount and our staff are all salaried so theres never a change! Then when we can get someone on the phone, they expect the compnay to just write a chekc and fix their error! They've paid employees twice before, and another's salary amount rather than their own. It has been a nightmare.
I would highly advise to not use them.

To Paychex response: I have called and left voice messages because you can't get a live person when you call and I have also emailed our paychex rep multiple times and again no response.
We have a new payroll service beginning in Janauary because you have failed to correct the problem and respond in a timely manner.

It takes hours to contact an agent. The sign in process is a circular no-man's land. It won't let you sign in with a password and then requires you to sign in with a password in order to talk to an agent.
They send you a code that expires in five minutes, and only send the code after the five minutes expires.
Then they DISABLE YOUR ACCOUNT for trying to get a code too many times.

I have been with Paychex for several years, and signed up after being referred by my accountant. From the moment I signed up, I was bombarded with sales call after sales call. It really is predatory-every single week they were calling. In no way did I indicate interest in additional services when I signed up. Weekly emails too trying to sell add on products. I finally texted them and said explicitly "no more calls, this is harassment." This was after I had already told another rep on the phone I was NOT interested in any more sales. The calls finally stopped after my text message but the emails have continued to this day.
I don't need to speak with the company for legitimate reasons often but when I do, it is very challenging to get issues resolved that have any level of complexity. Also, when emailing for assistance, the responses I have gotten in more than one occasion have not matched at all the question I asked. I am actively looking for other options.
They are also expensive.