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1.3 Based on 49 reviews
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  • Customers like
    • Our account rep - she tried 1
    • Tonya grubb she is excellent 1
  • Customers don't like
    • No responsibility for mistakes 10
    • Terrible customer service 9
    • Horrible experience 8

We have been struggling with Paychex since 1/1/16. Being optimistic I hope each issue we face is the last and things will run smoothly. That has not been the case. Today, again, our employees can not access their pay stubs. No known solution. We are unable to upload new employees or make changes at this time (been going on 2 weeks) due to an update - but "tech support is working on". For a large company Paychex has the most random glitches... Read more

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I have tried to contact Paychex located in Novi, MI 11 different times and was electronically put on hold for a minimum of 5 minutes and the longest hold time was 48 minutes without ever speaking to a human. All calls were made during business hours. I sold my business and closed my account properly through their channels. They continue to invoice me for work never performed and attempt to debit the account that was closed after I sold my... Read more

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After waiting forever on the phone to resolve matters, had to work through email and phone. It's a torture sometimes as employees do not have a choice in service providers and have to tolerate anything just to get basic services like payment stubs. Paychex required to call me 4 (four) times on my phone before I could get to my account. Whatever system they have for verification totally fails. I wish I'd never have to come back to their site,... Read more

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I have been in the benefits administration field for over 10 yrs. I 've had the pleasure of services hundreds of clients and have worked with dozens of EDI administration companies. In 2011, when Obama Care first bloomed into the scene, we noticed that brokerage firms and payroll companies began to monopolize on the ACA requirements. They began venturing into the Ben Admin world, hoping to have added product benefits. Some have achieved this... Read more

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I called today to get a quote for payroll services. I was told there is only one girl that gives accurate quotes and her name is Laura. Laura is not in and nobody else can give quotes in this organization. I called corporate and the gentleman from the Presidents Office said this was not how they do business, that someone else can give us a quote. Later, I got a call from the Phoenix location. Pam, the senior management in Phoenix and yes, Pam... Read more

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I used these people for less than 5 weeks and it is apparent there is complete and utter chaos reigning throughout this company. Do yourself a favor and run the other direction if ever considering this company for services. Payroll journals, paydays, check numbers listed inaccurately. This company is terrible...Try calling in and get someone to address the complaints they often fall short of. From the start of their services constantly being... Read more

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Paychex is the hands down the worst payroll/HRIS/time-keeping system I've ever used. The left hand doesn't know what the right hand is doing and the client gets hit between the different departments like a ping pong ball. Yesterday I waited for an hour on hold before my call to their On-line Time & Attendance was even answered. Luckily I got a knowledgeable person. When I called today, I got a person that knew less than I did. After 45... Read more

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A year ago, I was contacted and was offered a demo. That was chaotic in it of itself. They missed the appointment, and there was confusion between the young lady sales person and the person who was going to do the demo. The sales lady wasn't able to answer any simple questions. I immediately canceled. Boy! I was in for a treat, because the sales guy kept threatening to keep calling me until i gave him another chance! It got to the point i had... Read more

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They started out strong so I know they were capable. Then they transferred my account to my permanent adviser. That is where they went down hill fast! It got so bad and I was over charged so many times and could NEVER get a hold of my adviser or get a return call or email from her that I cancelled with them. Got my final $100 over payment refund and refused the fee to send me all the payroll docs so I could start elsewhere. I would not recommend... Read more

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We spent 5 months trying to get them to fix a payroll tax issue. WE TRIED 5 MONTHS TO GIVE THEM $25K IN PAYROLL TAX WHICH WAS NEVER REPORTED! For 2 months they put their heads in the sand and then for another 2 months they refused to return our calls/emails. I ran payroll for 4 years and never had an issue. This year we haven't had a payroll that was without mistakes. We are switching and I can't get away from them quick enough. I have... Read more

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