Anonymous
map-marker Salisbury, North Carolina

Incompetence/bad information,inconsistant and inaccurate information

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 handed off from one person to another. No one wants to accept responsibility for anything from this company. What a disastrous company to deal with. I am actually thinking about suing this company for malpractice.
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Reason of review:
Poor customer service
1 comment
Guest

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

Anonymous

One of the worst service by Paychex

Kindly think twice before signup with Paychex for a service. Paychex representatives are very lazy and don’t do work. Only thing that Paychex do properly is collecting payments from client. Apart from that they don’t care about clients, ESR is one of the worst service offered by Paychex. They will take months by months to determine whether employer is an ALE or not? Paychex will change dedicated service representatives often, new representative don’t have any update what was done by his former rep. You have to update all information to the new representative though there is no probability of getting answer from them. Most of the service representatives will waste your time. They didn’t respond to emails, calls.
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Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

Good Evening Sir,

I have heard this quite a few times in my years working with ADP about Paychex. Their 'one point of contact' never really works and that is why ADP does not do this, and instead provides their clients with 24/7 assistance. I would love a chance at earning you business if you could email me at ADPRocks0216@***.com to chat more.

Guest

Love your gammar!

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Anonymous
map-marker Orlando, Florida

Uneducated and unimformed

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We have used Paychex for 5 years. The first 2 or 3 were adequate in terms of service. The fees were exorbitant and not in keeping with what was stated in our initial agreement. We have yet to receive credits for overcharges. Current services are dismal, including customer service issues. Payroll companies have fiduciary responsibilities in performing their duties. That is, to provide a detailed and accurate accounting of funds collected and disbursed. We have had multiple instances where payroll checks were voided. We did receive the net pay, but not the taxes deducted and collected for both state and federal taxes. They have yet to provide an accounting of those funds and worse, will not attempt to determine or rectify what caused the situation in the first place. What is taking place now is fraud according to definition of fiduciary relationships and law. The customer service representatives are at best, dismal. They are not knowledgeable or courteous and place the blame on the customer for the customer's lack of knowledge of the payroll laws in various states and customer circumstances. My recommendation is to NOT use this company.
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Loss:
$4500
Cons:
  • Bad experience
Reason of review:
Poor customer service

Preferred solution: Provide answers and better customer service.

1 comment
Guest

Hello! I'm am so sorry you are experiencing a challenge with reporting transparency.

That can certainly be concerning as a business owner.

My name is Natalie, and I work for ADP.

I'd love to speak with you about some of the solutions we have, but really show you a demo of some of the reports (standard and custom) that you automatically would have access (even before submitting your payroll). I can be reached at Natalie.Byrom@***.com.

In the meantime, I really hope your situation gets resolved!

Anonymous
map-marker Los Angeles, California

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!

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Reason of review:
Poor customer service
1 comment
Guest

I am sorry for your poor experience!! ADP would love to show you how we are different, and what we are doing to be the best option for small business owners, financially and customer service-wise.

Give me a call ! Chrissy 561-324-****

Anonymous
map-marker Bloomington, Indiana

NEVER USE THIS COMPANY!!!!!!!!!

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My daughter started her own business and since it is just starting she does not employ anyone. Paychex swooped in and told her they can handle all her taxes for her. She explained to the rep that she was the only one working and that she would have no employees and they told her they still could help her. Since she wasn't really up on self employment taxes she decided to sign up with them. Then they started charging her for extras that made no sense and when they were asked they skirted around the issues. She finally realized they were treating her as a hired employee and not the owner. When she asked for the proper paperwork for her taxes they didn't have it and didn't know what a 1099 form was!!!! Really they are idiots!!!! She immediately got rid of them. They screwed up her taxes completely and it was a mess. Now she just found out that they filed her with the State IRS as to having employees and now it is one big mess!!! They are uneducated and their staff has no idea about tax laws!!! Steer clear of them!!!!
View full review
Loss:
$1000
Reason of review:
Did not know what they were doing!

Preferred solution: Let the company propose a solution

2 comments
Guest

Is your daughter's company an S-Corporation? If that is the case then yes she has to be on the payroll, but pay herself reasonably. Just because you are the owner that doesnt mean you are excluded you from employee taxes.

Guest

Hi,

I'm sorry to hear about your experience with Paychex. My name is Kyle, I work for ADP and would be happy to work with you and discuss options for your business. Please feel free to reach out to me at kyle.tanzie@***.com

Have a great day!

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Anonymous
map-marker Portsmouth, Virginia

Biggest mistake I've made in setting up my company

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This is the biggest regret I have from setting up my company. They are simply terrible in every way! After a two hour sales meeting where they made so many promises about their onboarding process, training, great reports, etc., I was excited and ready to start. After I signed on, everything changed. My sales rep was supposed to meet with me after the first payroll to go over the reports, but never did. My onboarding specialist was rude and condescending. I was assingned to a new specialist who was nice, but unreliable. She always missed our appointments for me to submit payroll over the phone. They liked to press doing it all online, but you have to take a very long online class in order to do that. As a small business owner, I don't have time to do that. If you try to escalate issues, you get a different person each time who says they'll get back to you but never do. Finally when I said I was going to start looking at other options, they terminated my account...without telling me. They later said that my comment that I was going to start looking around was the same as saying that you are terminating the contract. I truly have never dealt with such an incredibly unreliable, unprofessional, and worthless company in my entire professional career.
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Reason of review:
Problem with delivery
Anonymous
map-marker San Diego, California

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.

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Reason of review:
Poor customer service
2 comments
Guest

I am terribly sorry to hear about your poor experience. I work with ADP, and I would love the opportunity to show you how we do things right.

I am located in the San Diego area.

Give me a call! 561-324-**** ask for Chrissy.

Guest

I am incredibly sorry to hear about this disaster of yours! Paychex uses a third party to do some of the ACA reporting and that's where some of the problems could have occurred.

Here is my direct cell phone number: 215-290-****.

Please give me a call ASAP. I would love to help.

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Ahan Hmf
map-marker Adrian, Michigan

Paychex - poor execuse as a payroll provider much less ACA partner!

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Updated by user May 19, 2016

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...

Original review Mar 07, 2016
Paychex was the payroll processing company in place when I came to work for my current employer. After working with Paycor not only for payroll processing but time and attendance as well as HRIS then Paychex I thought perhaps my expectations may be too high of them.

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!
View full review
Cons:
  • Terrible customer service
  • Inaccurate information
Reason of review:
Unresolved ESR services & accountability

Preferred solution: Deliver product or service ordered

3 comments
Guest

9.6.2016 - additional update. The forms went out a 3rd time; still incorrect.

A lot more back and forth. When I questioned why the reports that were sent as my "final" and what was sent to my employees didn't match the response was basically the system went haywire. Then it was maybe it was because our "service" was finally cancelled and the system didn't see final updates. Then it was because our 2 company ID's were not linked (which I had pointed out in the initial YES report received in 2014 and was told it didn't matter multiple times during the process).

I again sifted through mounds of data and asked the corrections be mailed to the employees. I was told they are no longer printing the 1095's but an attachment was included for me to print and send them back out again. Next, I inquired about the billing and what it all meant. I was given run around, told it was handled, it was for this no wait for that....

only to have additional billing. When both myself and accounting started making the calls again it ended with the Section 125 department. So, now we are in September and I believe we are FINALLY finished with this terrible company and their poor services. Basically my company endured an additional 9 months of billing (we cancelled payroll processing with them end of 2015) and was lied too and told it was related to ACA filing.

The filing dragged on and on because they couldn't get it together to process anywhere near complete or correct but owned none of it. Only to find out there was one more hitch, an ACH was being done for Section 125 monitoring, couldn't really be explained and when questioned further I was stonewalled and told other departments don't know much about it and we should have known to cancel a service we were not using and related to payroll they hadn't processed since 2015!

Careful if you elect this company for any purpose/service... you will get plenty of exercise in the round around to rid yourself of them!

Guest

are you still having issues with Paychex?

Guest

I do agree with Adrian. Paychex ESR customer service is a joke so is the work they do.

I've spent numerous hours trying to correct the reports and the issue has not been resolved presently. In addition, they have advised me to send incorrect forms to my employees because the IRS will not penalize me. Really?

This is below my company's ethical practices and my own work integrity to knowingly provide incorrect information to affected parties. Very disappointing experience...

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Anonymous
map-marker Idaville, Pennsylvania

Terrible & unknowledgeable

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They give you the ring around and blame everything on your employer. Not friendly, very rude. They answer the phone as if you are bothering them. Extremely not happy with the company. The portal never works its always down or something is not accessible. Also the online web chat support they can not help you just as much as a customer service representative. The web chat expires within 5 minutes. I was asked to locate a number and i didn't do it in enough time so i had to re-open another web chat and repeat the whole problem to another "customer services representative" who in the end blamed the error on an address issue which had no reference at all to the problem and referred me to call the help line so over 45 mins wasted of my time. I personally have NEVER written a bad review because I think it is a waste of time and I get that everyone has a bad day but it was with everyone that i talked to at the company and that is just plain UNACCEPTABLE !
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Reason of review:
Poor customer service
1 comment
Guest

Hi there,

I'm sorry to hear about your experience. My name is Nicole, I work for ADP and would be happy to work with you and discuss options for your business. Please feel free to reach out to me at nicole.ginn@***.com

Have a great day!

Anonymous
map-marker Sacramento, California

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.

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Reason of review:
Bad quality
2 comments
Guest

II am employed at Paychex repairing yes reports much to my chagrin, unbelievable amount of hired temps not trained and given workbooks to repair,

Guest

Hi there,

My name is Paige and I work with ADPs small business services and would love to help you guys out if you're in need! My email is Paige.gruber@***.com and my number is 708-912-****.

Thanks!

Paige

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Anonymous
map-marker Odessa, Texas

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!

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Reason of review:
Order processing issue
1 comment
Guest

I have had a similar issue with Paychex, not getting our Health insurance enrollment correct. 7 months later and they will not answer my calls or emails to correct the problem.

In addition, they will not tell me who to contact to escalate! I feel trapped!!

I know they are reading my emails because I put a read receipt on it, but still refuse to answer me.

Anonymous
map-marker Des Plaines, Illinois

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

View full review
Reason of review:
Poor customer service
1 comment
Guest

Hi there,

I'm sorry to hear about your experience. My name is Nicole, I work for ADP and would be happy to work with you and discuss your options. Please feel free to reach out to me at nicole.ginn@***.com

Have a great day!

Anonymous
map-marker Illinois, United States

Paychex ESR Services

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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.

View full review
Cons:
  • Inaccurate information
  • No responsibility for mistakes
  • Little to no communication
Reason of review:
Bad quality
5 comments
Guest

Don't let Paychex do your ESR....run the other way fast! They are in way over their heads on ESR...7th time in sending the ESR report over.

I keep correcting and they keep ADDING mistakes. I had under 60 people (thank goodness) and they missed 19 of them completely. I had to mail out forms with the mistakes. They take zero responsibility for their failures...they don't ever allow you access to the same customer service rep, so you have to start over every time you have an issue.

I've talked to 13 different people in one day, and just kept getting transferred. Easily the most incompetence I've ever seen in any business...ever. Whoever developed the worksheet should be fired. This will be my last effort.

Despite the fact that they sent a new worksheet (Again) I repaired 14 of the same 50 people I've repaired prior and before I could send it, the next day I get a second email saying they are mailing out my 1095's again......I haven't even sent the repairs in yet.

But, they don't care...I am demanding a full refund.

Guest

I am in the exact situation. For months I have tried to get them to help me and to make corrections.

They are totally incompetent. They promised me that they sent the forms out on March 31 - Incorrect of course. Yesterday I received an email that said that there was a mistake and they were not sent.

I am beyond frustrated.

Guest

Be careful. The IRS will penalize for not providing employees with 1095-C'S. They won't penalize if the information is incorrect, but provided by 3/31 and later corrected and re-issued.

Guest

I have been having the exact same issues with the Paychex ESR Services. I started last December and have sent in the report nine times!

Still not accurate. Everytime they send me a new one it has more errors. I have called, emailed.

I am so frustrated. I can't believe we are paying for such lousy service.

Guest
reply icon Replying to comment of Guest-1128926

me too!! These people are incompentent.

Corrected their worknook tab 4 with all the right info and the sent me all the forms and all are incorrect. i am going to do them myself. Then i am going to demand a refund. They could have used tab 4 of the YES report to collect all the information, and saved everyone a headache.

Then they possibly could have sent correct forms. Whoever developed this program should be fired!!!

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Anonymous
map-marker Elmhurst, Illinois

DEVELOPMENT TEAM IS WORSE THAN INCOMPETENT

It is unfortunate that the IT/"Development" Team is sooooo incompetent. Paychex Flex is a complete disaster. There is absolutely NO integration of the benefits module with the Payroll system even though it has been a full year since it was supposed to have been integrated. To make it worse, the people who work for Paychex have no ability to upload the Open Enrollment benefit elections, and have basically told us they won't manually enter the benefit elections either. Yet, they want us to continue paying for this half-a**ed system that they sold us by grossly misrepresenting what it can do. The reason I have time to waste writing this email today is because the ENTIRE Paychex system has been "down" all day. Our customer service rep tells us we should just keep trying to get into the system every once in awhile; she cannot be bothered to tell us when the system is or will be fixed. The Development team is bad enough, but the customer service people are completely burned out.
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Reason of review:
Bad quality
2 comments
Guest

That's crazy. I know this Trinet employee that made this comment. She is actually trying to interview with us at ADP.

Guest

I am so sorry to hear that you've had such a difficult experience! My name is Natalie, and I work for ADP.

I'd love to talk and evaluate some solutions we have for you that may greatly assist you with the integration piece and take more of the manual process off of your plate.

I can be reached at Natalie.Byrom@***.com.

In the meantime, I hope you can access your system soon! I understand how frustrating that can be.

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Anonymous
map-marker Greenville, South Carolina

Paychex ESR

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I have had the same experience. Sent workbook on 1/21 and it was "lost" by our rep. It appears Paychex's standard practice is to change reps every few weeks. When we have been fortunate enough to retain the same rep we get an out of office reply that they are not in on a regular basis. We resent our workbook and are still waiting. Repeated phone calls and emails result in no response. Their customer service is the worst I have ever experienced with any company - having been a CFO for twenty years!!! Our staff spends an inordinate amount of time chasing Paychex to do what they are being paid for and it is usually wrong. We will be switching to another provider very soon.
View full review
Cons:
  • Inaccurate information
  • Little to no communication
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

1 comment
Guest

Hi there,

I'm sorry to hear about your experience. My name is Nicole, I work for ADP's Small Business Services department and would be happy to work with you and discuss options for your business. Please feel free to reach out to me at nicole.ginn@***.com

Have a great day!

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