Paychex, Inc.

Thank you for your inquiry regarding *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occurIt is my understanding that *** *** stated that in February she changed bank accounts and Paychex
continued to pull funds from the old accountThis resulted in an overdrawn accountThe matter was not easily resolvedAfter several attempts, she worked with supervisor and did receive a refundWhen her client could no longer work, she did not need Paychex servicesShe told PaychexHowever, she continued to be billedAs of this date, credits were posted for all outstanding fees and the account is at a zero balanceCorporate Collections Services has been notified the account is at a zero balanceI believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at ###-###-#### or ***@***.com. Sincerely, Bill ZMarket Manager Paychex, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I sincerely appreciate the gesture; and will be taking advantage of the service included in the resolutionI still ask that Paychex consider the rise in identity theft through use of personally identifiable information leaks and provide Human Resource and Payroll officials about their secure, online capabilities and urge them to take advantage of these for their employees and give the option to receive ONLY paperless statements and W-2s to all tiers of membership.Having been employed by the military since 2005, I have not once received a W-via *** and was unaware at the time of my complaint that this was common practiceI have since found that the blame lies in my misunderstanding and assumptionsAgain, I appreciate the response and will be taking advantage of the service included in the resolution
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowPaychex has been trying to find excuses to not give the referral credit since beginningLast time they were saying I needed to contact their salesman and follow their process, this time they find some policy about days, it just sounds ridiculousEven after my account was closed for over a month, they managed to take $directly from my bank account for some service fee, if they can charge fee after account is closed, why cannot they give credit back? Their salesman try their best to promise the credit to get the referral, not mentioning anything about those policies, once new clients register, they will not respond to your communications, then find excuses after excuses to deny the creditThat is not the way to treat customers. Thanks. Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Thank you for your inquiry about *** *** *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurI have enclosed the complaint against Paychex, Inc(“Paychex”) for your reference
*** *** contests that Paychex has not handled his/her company’s tax filings and payments in a satisfactory manner.Mr*** contacted Paychex on May 2, 2017, to review his concerns and provide an updateIn November 2016, *** *** *** was removed from our Taxpay service due to insufficient fundsOur client has since been reinstated with us; however, due to miscommunication, there was a lapse in tax payments made to the IRSPaychex will collect payments for April and make the payment due May Payments for periods prior to April will be the client’s responsibility.I’ve offered to help Mr*** with the abatement of penalty and interest that result from this situationI apologized for a lack of communication from their representative, and I’ve assigned a new dedicated service representative to *** *** ***I’m also increasing the client’s discount of percent to percent for one yearI will continue to monitor the situation until the matter is resolved to Mr*** satisfaction.If you require additional information or have questions about this complaint or Paychex’ resolution of this complaint, please feel free to contact me directly at ###-###-#### ext***, or ***Sincerely,Heather R***Branch Manager

Thank you for your inquiry regarding *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.Ms*** noted concerns about the requirement that clients are to process their first payroll with
us in person or on the phone so we can walk through the payroll together and identify possible issuesIt's not unusual to discover corrections that need to be made at this timeMs***'s implementation specialist and sales representative both attempted to set up a meeting for her first payroll scheduled for 12/30/2014, but she did not return their callsWe were able to process her first payroll on 01/29/2015.After the first payroll, Ms*** could have begun to process payrolls online as she requested; however, she chose to go back to processing payroll in- houseUnfortunately, she did not notify us until March 20, 2015, that she wanted to cancel her payroll processing services with Paychex, We explained that she would need to send us a completed cancellation formWe sent her the cancellation form to complete, but she did not return itAs a result, we kept her account open and filed her first quarter tax returns on her behalf.After researching this incident, we believe that the Paychex representative accurately represented our services and procedures to Ms***However, we regret any misunderstanding and that our relationship with Ms*** was not to her satisfactionWe will refund the $billing charges and her *** unpaid tax liability for $As for the *** amount, we will amend the tax returns for which she will receive a refund from the agency directly.A Paychex manger will reach out to Ms*** to go over the detailsIf you require additional information or have any questions regarding this complaint or Paychex' resolution of this complaint, please feel free to contact me at ***Sincerely,Missy P Senior Executive Client Relations

Thank you for your inquiry regarding *** ** *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that *** ** *** *** stated they would like a refund of $As of this
date, we will not be crediting the client as requestedHe was charged for his original check date, and we did not charge him for the correctionsThe total invoice for the corrections was $0.00 I believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at ***.Sincerely, Melissa Q*** Market Service Manager

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Over the past few weeks countless hours, as many as +, were spent on hold and on telephone conversations with Paychex in an attempt to get records that we had already paid for months agoPaychex never made us aware at cancellation that those records would no longer be available to our companyAs a matter of fact, upon canceling our services the two representatives we spoke to assured us the account had been canceled when indeed the time portion had not been canceledWe then suffered another months charges and then had to pay the set up fees that should have been in the money back guarantee we were promised by our sales representativeSo not only did we pay for services that did not properly function, we paid beyond the time of use, beyond the agreement made with the sales representative and then we were forced to spend time and labor money attempting to get the records which we already paid for at the beginning of the year, and additionally we had to pay an additional $to retrieve the records againThis has been considerably stressful, frustrating, and depleting on our company time and moneyWe do not like to complain as we understand business is difficult and has its own set of challenges but we find the service unacceptable on so many levelsWe hope to resolve thisRegards, *** ***

Thank you for your inquiry from *** *** with *** USA, IncPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Mr*** submitted a complaint about services issues he encountered with PaychexHe states that
because Paychex failed to set up New Hampshire state unemployment on our Taxpay service, he had to file the returns and payments himself.As a gesture of goodwill, we have agreed to reimburse *** USA, Incfor Paychex charges in the amount of $I will also be scheduling a call with Mr*** to discuss his concerns with our service in more detail.We believe this issue is now resolvedIf you have questions, please contact me at ###-###-####, ext***, or ***Sincerely, Mary A*** Client Service Manager

Thank you for your inquiry regarding *** *** *** *** Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that Mr*** *** stated that he was expecting a referral credit of $for referring another customer to PaychexAfter further review, we will issue a $refund to Mr*** *** to settle his dispute. Mr *** *** also was concerned that he no longer had access to his online reportsEffective immediately he will have access to his online reports through June 29, 2018. If you have further questions, you can contact me at *** *** *** Sincerely, Nelson R*** Customer Service Manager

I’m following up to *** ***, Inc.’s, inquiry
submitted January, Paychex takes complaints from our clients very
seriously, and we appreciate the opportunity to assist in the resolution of any
disputes that may occurIn review, *** *** of *** ***, Inc., contests he contracted for Paychex HR
Essentials services and wasn’t notified of the monthly administration fee of
$per monthHe is asking for a refund totaling $3,610.00.With our late inquiry response, we enclosed a signed
and dated copy of the service agreement reflecting the fees and Mr***’s
signatureAt no time did Paychex attempt to mislead this
clientIn 2014, the HR Services sales representative in question, Stuart
K***, sold HR Essentials unitsAs his manager, I have no record of complaints
that MrK*** received for non-disclosure of fees nor were there any complaints
to your agency, aside from this one Mr*** started using Paychex HR Essentials
services in May 2014, and we billed him for the service from May to
February We didn’t receive any questions or complaints from him regarding
the fees or the service until January 2016, nearly two years later.While I understand Mr*** is unhappy with
the fees he was charged for the service, we stand by our decision not to refund
the chargesWe communicated the fees to Mr***, and his company, *** *** Inc., subsequently used Paychex HR Essentials servicesI regret that Mr***
is unhappy and has chosen to leave PaychexIf you require additional information or have
questions, please contact me at ###-###-####,
ext28805, or ***
Thank you.Sincerely,Christopher M***Sales Strategy Manager

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowWhen I called paychex to ask questions regarding the 1099s nobody would answer my questions and when I spoke to Dave B*** he informed me that they were not gonna release them until I paid them dollars and if they did in fact mail them out as stated in the email I'd like to know where they mailed to me and/or the drivers as well and I feel that because of the reckless and careless nature of this incident that they should collect the from their employee that made the mistake or write it off but take me out of collectionsThis is not my responsibility nor should I have to pay for Paychex mistakes, this is completely unacceptableThey also informed me that my account had been closed but they took $out my account on 2/12/and $on 2/16/and I would also like that refunded to me, money should not be debited from an account that's closed and everytime I bring this up it's avoided as MrDave B*** avoided repeatedly and I need to know if I'm able to transfer my 401k account from Paychex considering they closed the account and put me in collections. Regards, *** ***

Thank you for the additional inquiry regarding *** * *** *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. In response to Mr***’s reply to our initial letter:? On June 27, 2017, Paychex processed a refund in the amount of $to Mr***’s bank account via ACH for TLO services for April, May, and June.? On July 5, 2017, Paychex shipped the data disc via UPS to Mr*** at Violet St., Golden CO, We emailed Mr*** the tracking number and password to follow the location of the disc.? We addressed the conduct of the supervisor who handled the situation incorrectly.We regret any inconvenience this situation might have caused Mr***We consider this case to be resolved.If you have questions, please contact me at 877-474-4420, ext5252640, or j***@paychex.com.Sincerely,Jeffrey *** Client Service Manager

Thank you for your voicemail and prompt responseI'm so sorry I was cutting out and my message was not clear! I figured it may be best to email instead to avoid the possibility of that happening againI could not find your email initially, and the man I spoke with on the phone only gave me your extension.I sent a complaint in April for the company Paychex, complaint # ***They have been harassing me for years, and won't stop contacting me, even though I have repeatedly told them to take me off their list and stop contacting me, and they have also repeatedly told me they will stop and take me off the list, but they do notIt is ridiculous especially because I have never even done business with themThis is also against the lawI was contacted (emailed) again yesterday by Zachary ***, so the company clearly did not resolve this as they said they wouldThis is of course beyond ridiculous as I am sure anyone would agreeNo one should have to be harassed to no end for yearsI am not sure how they are even in business, or why they can still be associated with the Revdex.com at the very least, with how many complaints and bad reviews they have (and they literally don't have even one positive review), let alone somehow have an A+ rating with the Revdex.com. Your help in resolving this matter would be much appreciatedThank you, *** *** ***

We are still attempting to resolve this issueI'm working with the appropriate people and we should have something to you soon

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I am still waiting on my refundI did ask the woman who called me to please send me the refund via check as the bank account that they had been accessing has been closed and would/will not accept a refundRegards, *** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
In regards to Paychex response dated February 12th,
2016, again, it seems that Paychex does not understand that this is a customer
service issue, not about policies
*** ***’s complaint did not infer that we were not
informed of the $ 1,plan transfer fee for transferring the 401K plan
from Paychex to another providerIf they would have taken the time to read the
complaint and research the issues that were described in the complaint, they
would have understood that the complaint was primarily about the lack of
customer service and Paychex not providing the services that we were told they
would provide
I have over emails that were sent to Paychex throughout
the months that they provided us with payroll processing detailing one issue
after another with the payroll processing, such as incorrect pay rate (as shown
below), incorrect calculation of garnishments, incorrect amounts for insurance
premiums deductions, missing employee hours, etc
As you can see, there have been constant errors/issues that
*** *** has had to deal with, from the very start, with Paychex
servicesWe gave Paychex many opportunities to correct, what we felt were
obvious management and customer service issues, which they chose to not follow
through with for corrective actionThroughout the entire months of services
that Paychex provided us with service, Paychex showed a complete lack of
concern for *** *** as a client in many ways, including not even
providing *** *** with a response when the letter terminating Paychex
services was sent to them on December 9th, 2015; in which we still
have not heard from one person at Paychex inquiring why or what happenedOne
can only surmise that Paychex absolutely knows why we terminated services
however they will not provide a response as to why because they would have to
acknowledge their enormous errors and lack of customer service
So in closing ***, Paychex wants to make this complaint
about policies, well it clearly is not at all about policies, and never was
*** ***’s position is that if Paychex had initially provided us with the
level of services in which they said they would and had provided us with at
least moderate customer service, we would not have terminated our services with
them, therefore we would not have to pay a $ 1,fee to transfer our 401K plan,
because Paychex would still be our provider
Again, the transferring of all of *** ***’s services
is solely based on the unacceptable customer service received from Paychex, the
lack of Paychex’s ability to provide adequate and correct payroll processing,
and mere lack of concern for us as a Client
Sincerely,
*** ** ***
Chief Operating Officer
###-###-#### (Cell)I have also attached a formal letter on *** *** letterhead as well

Thank you for your inquiry regarding Mr*** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that Mr*** believes he was oversold services and is now being unfairly charged for
servicesI've researched the complaint and discovered that the $he was billed was for outstanding year-end tax return processing for tax year We have waived this amount as a courtesy to Mr***.The payroll account for Mr*** was closed on February 21, 2017, when he notified us of his intention to leave our serviceI have found no other outstanding amounts due, and Mr*** does not owe us $900.00.I suggest that Mr*** investigate the possibility that someone else may have filed his tax returns in addition to Paychex, as duplicate filings will sometimes cause tax agency notices to be generated, which may explain a $charge from a tax agencyI assure you the charge is not from Paychex.I am truly sorry that Mr*** was not satisfied with our service, but I believe this matter to be resolvedIf you have further questions, you can contact me at ***.Sincerely,Mieux W***Client Relations Advocate

Paychex received the complaint from *** *** with T*** *** *** *** Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any dispute. On October 04, 2017, Paychex received 401(k)
Involuntary Distribution paperwork from Mr*** and saved the paperwork for processingDue to an error the request was deleted causing no action to be taken. Mr*** paid the 401(k) billing fees from plan assets until the expected completion of the Involuntary distribution processes of December of The client has asked for the assets to be returned to the 401(k) plan and allocated back to the employees for the months of January, February, March, and April Paychex has agreed to return these funds to the participants.Paychex contacted Mr*** on April 16, to discuss his concernsMr*** was advised that Paychex would return the 401(k) fees to the clientMr*** accepted this resolution and had no further concernsAt this time, I believe Mr***’s concern has been resolved. If you have further questions, please contact me at *** *** *** ** ***. Sincerely, Mary S*** Client Relations Management