Paychex
Reviews and Complaints
Incompetence/bad information,inconsistant and inaccurate information
One of the worst service by Paychex
Preferred solution: Full refund
Uneducated and unimformed
- Bad experience
Preferred solution: Provide answers and better customer service.
Terrible Sales Pitch! Glad I read these reviews
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 to invoke their CEO's name, board members and he eventually stopped calling.
Today, the calls just began under a different name, but the guy sounded awfully similar! I WILL NEVER USE PAYCHEX!
NEVER USE THIS COMPANY!!!!!!!!!
Preferred solution: Let the company propose a solution
Biggest mistake I've made in setting up my company
Avoid PayChex, unless you like constanly resolving problems
A client of mine has been with PayChex for 1.5 years. A month has yet to pass where a passed due payroll tax notice isn't received, or a notice of under payment of UI taxes, from one of the eight states my client operates in.
The CSR assigned to my client left PayChex, and not only was my client not notified, they went six weeks with no CSR at all. Emails were sent to the missing CSR , and went into a black hole. Voice mails were left and obviously not returned. On the ACA front, PayChex HR/ESR servcies were retained to handle my client's filing - and the process was a disaster.
Granted, the ACA is a mess in and of itself...but PayChex had their own issues. Being on hold with the ESR department for 45 minutes, only to get disconnected - and have this happen several times? Yeah, that's great service. To sum up how I feel about PayChex, try this: I have, for most of my career, strongly disliked ADP for a variety of reasons...
they are frustrating to deal with, and their services are far too pricey... but I would take ADP over PayChex any day.
Paychex - poor execuse as a payroll provider much less ACA partner!
I am more than 2 months out from my original post. Sadly, I am no closer to resolving this debacle!
It took nearly an hour, 3 calls, and 3 different ESR Reps to get anything close to moving this project forward. In addition to getting incorrect forms, I have received...
After all Paycor offers exceptional services and fantastic customer service, very responsive and knowledgeable! There have been too many instances to count of Paychex failed accountability and responsiveness from a payroll perspective. However, my dislike for them has grown beyond words when they were selected as our ACA partner for tracking and reporting 2015. What a joke!
They don't follow their own guidelines or target dates as to when things will be completed. In their directive the tax forms wouldn't mail out until the information within their ESR reports was confirmed. I can tell you my company's information hasn't been confirmed complete or anything near correct and yet 2 week ago the tax forms showed up. After a 40 minute hold I was finally able to speak to someone and told they can be mailed out and corrected later.
I told the ESR "Specialist", not a chance and unacceptable. That meant I would be responsible for all the corrections both for the employee and the IRS. She asked I tell her what was wrong. I told her there was far too much detail to talk her through.
She asked I email it to her, 3 pages of line item details by tab no less and I am yet to get a response of any kind! I strongly recommend anyone considering this company reconsider.
I can't even close this review with warning of you get what you pay for considering there are other providers out there that charge less and do a far better job! Sadly, I am certain there will be no accountability or action taken on their part when the IRS starts to question!
- Terrible customer service
- Inaccurate information
Preferred solution: Deliver product or service ordered
Terrible & unknowledgeable
This service is terrible
Paychex' ESR service is easily the worst payroll/HR vendor experience I've had in my 16 years working as a Payroll Manager. And it's going to cost them the entirety of our business, not just the ESR portion.
Needless to say, my experience mirrors the comments here. I ended up doing these manually (with an assist from my insurance brokers), cancelled the service with Paychex, was assured that my service was cancelled and they wouldn't be doing any filing - and then just a few days ago (and a month and a half past the deadline), I received a copy of a personal 1095-c from Paychex at my home address.
My guess is these people are woefully understaffed, and their technology can't handle the job. Just a horrible, awful, lousy service, pick your favorite negative adjective.
One thing they should learn is that it would help significantly to just return a call or email in a timely manner, even if it's just to say "we're still looking at this". But getting the same YES report over and over with the same mistakes, having to call CS and start the whole process over with someone who has no clue what's going on with your account, is the worst way possible to handle your "valued" customers.
Cowards...Liars....Incompetent.....And now today a new one, Finger Pointers
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 had to manually calculate shift differential, manually recalculate PTO twice, recurring deductions come up missing or show up on paychecks where they don't belong, still waiting for our rep to add a department code (which she says will 'show up after I run a payroll'). IT IS A NIGHTMARE!
Atrocious Business
I have never had to deal with a company as incompetent and delayed as Paychex. Their customer service skills and attempt to help customers with their issues is offensive to the professional world.
Not only did it take over two months to rectify a situation that I was told would be completed in 10 days, it was solved incorrectly!! I spoke with three people regarding the termination of our account and why it had not happened (we switched services over a year ago), and was told that they never received the paperwork (we sent it via email and mail!) and it would take another ten days to be processed once received. It's no wonder that more and more people switch from Paychex to ADP or Quickbooks.
Nobody is on the same page regarding their customer's accounts, nor can they provide useful information to the client. #NeverPaychex
Paychex ESR Services
We have been with Paychex for many years and for the most part the payroll service has been fine. We hired them for their ESR services and we were required to complete a ESR workbook. When I received the workbook there were 340 employees missing which included all of the corporate staff. I went and added all those employees and then went through the painful four tabs of input that was required. Mind you that all of this could have been done on 1 tab....
I submitted my workbook on December 28th. I had to pull teeth to get the Yes report back from the upload. The Yes report is a complete mess. The information on the 1095C Complete tab is completely wrong so all the 1095C forms for employees are incorrect. Then the 340 people I added are not included anywhere so no 1095C will be generated for them. I have tried a million times to get everything and received nothing in return. Now we are stuck with a mess and an upcoming deadline. I am so glad the IRS will not be imposing penalties this year. Good luck to anyone else that hired them for this service.
- Inaccurate information
- No responsibility for mistakes
- Little to no communication
DEVELOPMENT TEAM IS WORSE THAN INCOMPETENT
Paychex ESR
- Inaccurate information
- Little to no communication
Preferred solution: Deliver product or service ordered
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I'm sorry that you have had issues with your hr/pr provider. My name is Mike, I'm a Major Account District Manager for ADP in New York, but I have partners in every state.
If you are still experiencing issues, give me a call on my work line: 1.631.753.8661 and I would be happy to try and assist you and your company going forward.
Thank You,
Mike