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September 2023 by Robert I.
This is the worst company to trust any financial information with. They will charge you for services that you shouldn't have been charged for, taking the money automatically from your bank account. Then when you request a refund/credit, they will go round and round with saying it's credited, and then not, then it needs approval, and then it's denied, then it's issued, then it's not- and you will never see your money. They will delay sending you proof of where your payroll tax payments went until after you are in trouble with the IRS. I don't think they can even make change from a dollar. I would rather trust my payroll to a homeless person because at least that person knows the value of a dollar.
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July 2023 by Google user
Impossible to reach. I’ve used this company for the last 25 years and watched a horrible degradation of their customer relations in recent years. Trying to reach the right person for any issues is almost impossible without being placed on hold for 20 minutes or more and being transferred to the “right” person multiple times, each time being placed on hold. There is a total disconnect between departments. The latest issue I came across that was so disconcerting is I called to talk about my company’s 401k program. When a real person finally answered after 2O minutes on hold they said they were going to reach out to paychex to get an answer for me. I asked “isn’t this paychex?” The response was “oh no, we are a third party agency working with paycheck so we contact their 401k department to get answers for you”. In another nightmare situation, I recently put in an application for ERTC. Trying to reach the rep who put the application is impossible. I’m up to 5 attempts to contact this person with no response to date. These are just a few examples of the increasing difficult experience in reaching this company to resolve problems. Bottom line is paychex has turned into a multi system disconnected conglomerate that is extremely difficult to reach to discuss your service issues with. If you get frustrated with being transferred, holding for significant periods of time, and have to deal with no response at all steer clear of this company.
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November 2022 by Hayley Crews
As a payroll admin for a small company that uses Paychex Flex, I really like this platform for managing payroll! Surprised to see the one star reviews. Any issues I’ve had have been minor, and our rep or customer support always helps out right away.
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November 2022 by Dan S.
Best in class in tech and service! Single sign on, mobile first design, and true integration -- deeper and better than the competition. Major products integrated through proprietary tech rather API which is a superior solution and user experience. Flex app for employees rocks!
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October 2022 by Shawn Yerkes
Paychex clearly does not care about their customers. They made an egregious payroll error by not collecting health insurance premiums from an employee, admitted to their mistake, yet refused to compensate us back for their error. We aren't asking for anything more than to be paid back the money that was lost. Terrible service and truly don't care. It's no wonder the smaller, cheaper players are stealing their market share.
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July 2022 by Susan Bigham
Never Never use this company. They are completely crooked and have cause me so much stress that it has affected my heart. I sold my company in October of 2021 and 9 months later they ate still charging me for maintenance on 401 KS of employees that I have not had in 9 months. Furthermore none of the employees even signed up for it. I have tried to cancel everything for 9 months but they delay ao th each time to chatge me more then say they cant cancel because I have a balance. I have had to hire a legal team to deal with them forward as I can't take their stress anymore. Use anyone but this company. THEY HAVE ZERO CUSTOMER SERVICE!!
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April 2022 by Evette Smith
I recently starting working with Stacy Harris and she has been awesome. Stacy never hesitates to call or jump on a webex meeting to provide clarity for any challenges I am having. She goes above and beyond to follow up to see if there is anything else her team can help me with. Stacy is a great asset to Paychex and I am so glad to have worked with her during this transition. You are appreciated, Stacy!!
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March 2022 by Daniel Kleeberg
They are very professional, extremely knowledgable, up to date on all aspects of payroll. I have been using them for 18 years and they make payroll stress free and effort free. I really love their tax pay service and how they automatically bill me for workers comp.
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March 2022 by Marissa Pacelli
Alex Terwilliger became our new rep end of last year and helped us seamlessly go through a change of company structure (requires that we get a new Paychex account #, etc.). Any transitional issues we had (which were not very many) Alex addressed promptly. Great customer service!!
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March 2022 by Anthony Smith
This company can not get anything correct. They don’t listen when you tell them what you want they do the opposite. Also you can’t get in touch with your account specialist and they never call you back. I will be finding someone else to do our payroll.
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March 2022 by Jake Quamme
Bureaucratic to the extreme. Do not seem to save time - you will spend hours on the phone multiple times resolving problems that WILL come up. You may wait weeks for a response, even after following up. We are short timers with paychex now. Nothing positive to say, unfortunately.
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February 2022 by Wendy Zerr
Unfortunately the lowest review I could give was one star. What an absolute nightmare of a company to work with. After 6 months of botched payrolls, we finally had to cancel our account at the end of December. Two months later they are still debiting our account. Yet nobody there can tell me why. And if you are assigned Eric as your Account Rep, run do not walk. He’s THE WORST, not because he makes so many mistakes, but because he does NOTHING to rectify them. Whenever you call customer service you are transferred to multiple departments and in the end your problem still doesn’t get addressed. Actually, there is only ONE thing they do well…soliciting you mercilessly day after day to sell you other products and services. My answer was always a hard NO THANK YOU. They had one job, to run payroll and they not once in our six month relationship got our payroll right. Not once. So yeah, no thanks to their additional services. I also was just told by another Paychex representative there that my company is not the only one to have all these issues and that many others companies are experiencing the same thing. Not even sure what to say about that. We hired Paychex to run our payroll to make our jobs easier and all that did was make them ten times harder. Needless to say, we are back to running payroll “in-house” and have lots more time on our hands because of it. I only wished I would have read the reviews before contracting with them as now I see this is most people’s experience.
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February 2022 by Jordan Watkins
I worked at this company and they have a very hostile and unethical work enviorement. In addition to treating their employees badly (we only make minimum wage and have to rely on Medicaid), management constantly jokes/laughs when there's accounting problems on client accounts. I would not recommend any company looking for professionalism to use Paychex.
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January 2022 by Kinu Rill
Believe the reviews. This company is absolutely ABYSMAL to work with. They were supposed to sign me up for medical insurance coverage, but did not, and once I found out that they didn't, it took pulling teeth JUST to get into contact with someone. Fast forward and I have done everything that I needed to do to get health insurance, but no insurance cards were provided. Again, I reach out and for almost two weeks, received NO correspondence from them, even though I had been emailing them about every two days about the situation, asking for an update. I have never had such a terrible experience! If I work for another employers that uses this service, I will decline the job, they are THAT BAD. Adding onto this, I have tried to get into contact with their customer service department via email and phone. When calling, I was waiting on the line FOR AN HOUR and still no one picked up, after which point, I gave up and hung up the line. I was informed by an employee who works there in HR (but somehow cannot help me with my request?), that emails responses are SEVERAL days behind. Are you serious?! I understand that were are still suffering from issues caused by the pandemic, but come on...get it the hell together. SERIOUSLY. STAY CLEAR AWAY FROM PAYCHEX AT ALL COSTS!
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January 2022 by Steven Cohen
We have been with PayChex for nearly 2 years and boy has the customer service gone down the drain! Our account was handled by 2 \\\"managers\\\" (Stephanie L. \\u0026 Joalanda A.) who never answered emails, phone calls or helped in any ways! We then received TWC late payment notices and when it was time to close our account - I had to spend over 30 minutes on the phone to wait for a representative! #CompleteAmateurHour
