Paychex Reviews 

Our Account Manager, Nigel, has been extremely helpful, patient, and professional. Although he is not always immediately available due to the high volume of calls, he is always willing to assist whenever he is available. He is knowledgeable and consistently provides excellent support.

One area for improvement is communication from some Payroll Specialists. At times, they do not send a recap of our conversations via email, which would be helpful for documentation and follow-up.

Additionally, the Paychex system could be improved. The system is quite slow, and the Grid is not very user-friendly or intuitive. It is not as straightforward to navigate as it could be.

Overall, despite the system challenges, the quality of service provided by our Account Manager, Nigel, has been excellent. His professionalism, expertise, and willingness to help have made a positive difference in our experience. One additional area that needs improvement is the chat support experience. On a few occasions, the chat representatives ended the conversation before confirming that my issue had been fully resolved or that I had no further questions. Unfortunately, I do not remember their names.

I would appreciate it if chat representatives could ensure that customers' concerns are fully addressed before closing the conversation. This would greatly improve the overall support experience. In my experience, the chat support has not been as helpful or responsive as the phone support.

Im not sure what Paychex does for me. They provide a platform for payroll and since then I have received a few notices that the tax withholding that Paychex has been sending has not been enough. Seems like the only support I can get is automated or AI generated responses. Support lacks alot

It’s very frustrating when you say you have staff available 24/7 to assist which wasn’t the case last night. We called at approximately 9 PM for some immediate assistance with our payroll. I called the number you list as your 24 hour customer service line. I called approximately nine times only to receive a voicemail message from one of your employees which ended with no chance of speaking to any one else. I tried calling other departments within Paychex to hopefully have me transferred to the correct person who could help, but those all noted you were closed for the day with no chance of being transferred either. Horrible customer service.

Paychex reminds me when my payroll is due. I appreciate that service!

Review your invoices against your Investment Summary!

When you sign up for Paychex, they present you with an "Investment Summary" that lists your pricing, fees, and discounts. They tell you the price is good for a year. No. That's not true. The "discount" is good for a year. The "price" can change at any time.

For example, they'll tell you, "It's $50 per week to run payroll, but we're giving you a 60% discount." The very next month, that $50 can become $100 while your 60% discount stays exactly the same because the "discount" is what's locked in, not the underlying price. The discount becomes meaningless if the underlying price can be increased.

And here's the thing: the notice isn't emailed to you. It isn't texted to you. It isn't mailed to you. It's posted inside your Paychex account portal. You have to click the notification icon to see the actual price increase.

Since Paychex has ACH access to your bank account, the increased amount is automatically drafted. If you aren't comparing your invoices month after month, you may not realize the price changed until after the money has already been withdrawn. In my case, the money was drafted during payroll runs.

Here's what I recommend:

Find your "Investment Summary." It isn't in your Paychex portal. You'll need to call Paychex for a copy or search your email for the DocuSign package by typing "Investment Summary."

Then log into Paychex, pull your invoices from the Reports section, and compare every fee to your Investment Summary.

If I had to bet, I'd bet you'll discover you're paying more than the pricing you originally agreed to. I certainly did.

If you believe you were misled, consider filing a complaint with the following three agencies: the Federal Trade Commission, your state Attorney General, and the New York Attorney General, where Paychex is headquartered. If enough businesses report the same issue, regulators can determine whether a pattern exists. Hopefully enough complaints will get Paychex to complain.

One last thing: read the agreement before you sign it. It contains an arbitration clause, which limits your ability to sue if a dispute arises.

I'm sharing this because I don't want another business owner to be caught off guard.

Hello, I would like to express my sincere thanks to Lacey K., Angela M., and Dustin R. for their outstanding support. I recently had an issue with my 401(k) plan, and they resolved it efficiently while providing clear and helpful explanations. Whenever I contacted any of them, they responded promptly and handled the matter with professionalism.

Thank you for your excellent assistance. I remain a loyal Paychex client and truly appreciate your support.

Best regards,
Ron Hogan SR

We've been using Paychex to process payments for several years and their customer service is practically non-existent. There's no way to contact a human (you seem to be able to call or email but no one ever responds) and their ai chatbot is useless. Whenever we've needed help to onboard, off board, or even change settings for a leave of absence, there is no assitance and we've had to just try something and hope we're doing it right and not messing up taxes or missing payments, even with a month or more of lead time. The latest debacle is that we have changed our 401k policy in the company and needed that feature removed from our account - we contacted them in January and at least weekly until the end of may asking to cancel but payments were still automatically going through. Finally in May they provided us with a docusign to cancel, effective June 12 (conveniently the day of our next payment, so it was still due). But now in July they have charged us again, with no response to our concern on this. I'm now out 7 months of payments not budgeted for because we planned to cancel the policy and they have made it impossible. I'm working with my bank now to revoke payment access and file an official complaint.

Horrible client service. No one sees a problem through to it's conclusion. Very difficult to talk to someone live. Often leave voicemails that go unanswered. This is the second time I have worked with them and I will never do so again.

If I could give Whitney and Kate and the others 10 stars I would. It’s truly above and beyond service. Their care and concern is unmatched. They made me feel like I was the only account they had, in fact they still communicate changes and updates and suggestions. Thank you!

Payroll reports were incorrect causing trouble with the State. After 3 months, they're still not corrected. Reps won't return phone calls and lie about what steps they will take. Customer service is non-existent.

Paychex failed to file our first quarterly report with the State of Virginia and filed the last one 3 weeks late. The first time I received the notice from Virginia, they were fining me $10 for the missing report. I tried to get Paychex file the report, but my customer service rep told me I would have to deal with their tax department. They could not contact the tax department themselves. Several people at Paychex told me the tax department does not have a telephone number. I find that hard to believe, but I could only contact them through email. The tax department never contacted me and never filed the missing quarterly report. I finally paid the Virginia Department of Taxation the $10 fine. I asked Paychex to reimburse me. Despite many promises to do so, they never did. Now I have another fine from the Virginia Department of Taxation because Paychex filed the end of the year report 3 weeks late. I know not to bother trying to get Paychex to rectify their error or pay the fine. My advice is to not use Paychex. Their customer service is terrible and you cannot trust them to file reports with taxing authorities.

Paychex messed up my final paycheck, which was supposed to be for my PTO. Instead of paying me the net amount of my paycheck, they DEDUCTED a previous amount. However, the information they sent to my previous employer showed that they apparently paid me the PTO. PAYCHEX LIED. I have copies of my bank statements that prove the check never went into my account AND money was deducted instead. Paychex owes me about $3,000 and my employer has not been able to get an answer from them about this issue. Their customer service is nonexistent.

⭐ 1 Star

I have had a very disappointing experience with Paychex Payroll Services. I have been charged additional fees without receiving a clear explanation or being properly informed beforehand. When I contacted customer service to ask about the charges and try to resolve the issue, the service was not helpful.

I requested several times to speak with a manager or receive a call back, but no manager ever contacted me. I have also been hung up on, and I often felt that representatives were not listening to my concerns or making a genuine effort to resolve the problem.

Payroll is an important part of running a business, and business owners should be able to expect clear pricing, good communication, and dependable customer support. Unfortunately, that has not been my experience with Paychex.

Based on my experience, I cannot recommend Paychex Payroll Services. I would encourage other business owners to carefully review all fees and consider comparing other payroll companies before signing up. Dealing with payroll is stressful enough without unexpected charges and difficulty getting help when there is a problem.

Great when you have the right support team. Our PEO sales person is always available.

We have about 6 employees and when we first started with paychex it was great until the bill was climbing for no reason every month and costing us over $500 a week to run payroll! We have very basic payroll needs too. It was insane. I called multiple times to lower it and they said they would and then never did. Finally I had to cancel it and switch and it became even more of a nightmare. They charged me twice for postage when we weren't even with them or running payroll and I have yet to get that money back. On top of $180 a month for services not used and they keep giving me the run around. My Form 5500 has always been filed in April for the last 6 years. I canceled my services but the retirement wasn't fully transferred until June and they waited until I had less then a month to file my Form 5500 to tell me I had to file it myself after never saying anything about them not filing it for me. They told me it is in order of when they receive them. After 6 years of filing in April consistently you want to tell me they all of sudden couldn't. They give you such a run around all the time. And no one takes accountability ever. I had a sales rep call me a month ago asking if there was anything they could do to keep me. Are you kidding? I asked for 5 months for help on lowering costs and no one wanted to help me or assist me and now you call? No I am all set!

Kassy Lenker & Chambray Necole Olive made this process go very smoothly.

They both have been a tremendous help to us.
They are great people and great employees for Paychex!

Thankful for upper management solving my issue! They responded right away.

Paychex has been a terrible experience. Not only is their customer service terrible but I have had to ask my boss to pay me for the last 3 pay periods due to their lack of work ethic. It took them 2 months, 4 pay periods, to get my federal taxes corrected. The Paychex app is super bad, very un user friendly. I am constantly having to correct the time on the app. When we first got Paychex it took them a month to give us a time clock to clock in on. I am praying my boss changes her mind about them and boots them out the door. It is not only unethical to do business this way but it is a constant stress everyday.

Judy is very sweet and helpful. She makes things easy.