Paychex, Inc.

Thank you for your inquiry regarding [redacted] Incorporated. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.[redacted] Incorporated requested a refund in the amount of $735.00 related to payroll...

charges. I’m writing to confirm that we agreed to refund [redacted] Incorporated and sent them electronic invoice payment (EIP) in the amount of $735.00 on June 20, 2017.  We consider this issue to be resolved.  If you have questions, please contact me at [redacted], or [redacted]Sincerely, Tanya [redacted] Client Services Supervisor

Re:      [redacted]ID:       [redacted]Dear Sir or Madam:Thank you for your inquiry
about [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the
opportunity to assist in the resolution of any disputes that occur. I’m writing to provide you
with a reply to Mr. [redacted]’s response to our original explanation of
the situation involving [redacted] & Associates.Business owner [redacted] contacted the Revdex.com and lodged a complaint disputing a
$293.00 collection that was made from his company’s account. We responded to
Mr. [redacted]’s complaint which he still found to be unacceptable. As a courtesy we refunded
the $95.50 charge associated with creating the year-end tax returns. The disputed
$293.00 was not a charge or fee for services rendered. The actual amount of
$292.05 cannot be refunded because this was federal unemployment tax liability
that [redacted] & Associates incurred during 2015 and Paychex remitted
to the IRS on our client’s behalf.  We’ve closed the Paychex
payroll account per Mr. [redacted]’s request, effective January 22, 2016. This
matter is now closed.If you have
questions, please contact me at ###-###-####, ext. 30403, or
[redacted]Sincerely,Joe B[redacted]Senior Implementation
Manager

Thank you for your inquiry from Dr. [redacted], owner of [redacted] T [redacted] PC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. For your reference, I have enclosed the complaint against Paychex, Inc. (“Paychex”), which asserts that [redacted] T [redacted] PC’s Paychex representative was not responsive, and that payroll was processed incorrectly.  I attempted to contact Dr. [redacted] on April 10, 2017, to apologize for this situation and discuss the refunds requested. Paychex issued two separate refunds for General Ledger and delivery fees in the amount of $32.83 on April 10, and $105.25 on April 13, 2017. Sabrina [redacted], a client services supervisor, left a message for Dr. [redacted] on April 10 as well. I followed up with an email on April 13 requesting more information on payroll issues and charges.  On April 11, 2017, I tried to contact Dr. [redacted] again to discuss this matter, but I have not yet received a returned call. We will continue to attempt to contact Dr. [redacted] to resolve this matter. My manager, Heidi [redacted] has also continued to contact Dr. [redacted], however, she has not connected with her either.  My records show that the General Ledger fees have already been waived. The invoices indicated that they were charged for this service, however, it was setup as a 100 percent discount. This shows in the discount line item grouped with other discounts. I also show the Form W-2 fees were billed appropriately at $132.50. The additional charges were for delivery of the Forms W-2 as well as a minimum monthly fee of $58.00. The minimum monthly fee was refunded via live paper check on February 17, 2017. Although our records indicate appropriate billing, we have issued a refund via ACH refund of $252.48 per Dr. [redacted]’s request. I confirmed that the Forms W-2 Paychex prepared accurately represent our records. We request that Dr. [redacted] send us her specific concerns about the Forms W-2, or let us know of a specific time to touch base with her so we can make sure these returns are accurate.  If you have questions, please contact me at [redacted], ext. [redacted], or [redacted].   Sincerely, Tarey [redacted]  Client Service Manager

Please review the attached document. Kind regards,Mieux [redacted]  Paychex Client Relations/Client Advocate[redacted]Dear [redacted]:Thank you for your...

inquiry about [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. I have enclosed the complaint against Paychex, Inc. (“Paychex”) for your reference. [redacted] contests that Paychex has not handled his company’s payroll processing in a satisfactory manner.Mr. [redacted] contacted Paychex President’s office on May 10, 2016, to review his concerns. The management team has worked very closely with this client since May 19, 2016, to monitor the level of service we are providing and will continue to do so until all matters are resolved to Mr. [redacted]’ satisfaction. In addition, as a gesture of goodwill, the payroll processing fees for Mr. [redacted]’ four payroll accounts have been credited back to him in the amount of $16,630.99.It was confirmed with Mr. [redacted] that Paychex CEO [redacted] will not be calling him directly. Mr. [redacted] spoke with the Paychex Corporate Client Relations department on May 10. This department handles all corporate escalations for Mr. [redacted] and reports details of the escalations to Mr. [redacted] on a weekly basis.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 844-381-3536, ext. 5210034, or me[redacted]@paychex.com.Sincerely, Mieux [redacted] Client Advocate Paychex President's Office

Paychex has received and reviewed your communication dated 07/08/2016 about the complaint from [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.  [redacted] filed a complaint...

disputing an audit balance due of $1,029.63 on its workers' compensation policy for the term of April 1, 2015, through April 1, 2016. Our client was enrolled in our Workers' Compensation Payment Service, a budgeting tool to assist clients in managing premium payments with a goal of minimizing audit balances at the end of the policy term. We collect and remit premium payments on behalf of the client on a regular basis throughout the policy term. At the end of the policy term, the carrier completes an audit to determine if there’s additional debit or credit necessary on the account. The collections are based on a calculation that incorporates estimated annual wages, state surcharges/credits, and the correct classification of employees.   After an audit at the end of the policy term, [redacted], the insurance carrier, calculated a premium payment due of $1,029.63. When our client brought this situation to our attention, we reviewed the audit and found that [redacted] had not taken into account the anniversary rating date of [redacted] We requested a premium revision, and the amount due was changed to $86.63 for increased limits requested during the policy term. Since Paychex already collected the original audit balance of $1,029.63, we issued a net credit of $943.00 to [redacted]    At this time, we feel the review of the audit and subsequent completed premium revision, along with the credit of $943.00, have resolved this issue. We sincerely apologize for the delayed response and have established more consistent guidelines for communicating with clients as collections are requested.   If you have any questions, please contact me at [redacted]   Sincerely,   Mary S[redacted]  Manager, Property and Casualty Operations

Thank you for your inquiry regarding [redacted] [redacted]. 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 [redacted] [redacted] stated they had requested all services be canceled in 2016 and still premiums were collected from their account for the renewal of the ERISA bond on 08/11/17. The ERISA Bond is an insurance product and the Agency received no request of cancellation from the client. To ensure clients remain compliant with state and federal mandates, insurance products cannot be canceled without direct request from the client. We apologize for the miscommunication regarding this situation.As of this date, the ERISA bond has been canceled with the carrier and premium in the amount of $ 127.00 has been credited back to the account of [redacted] [redacted].I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted]  Sincerely,   Mary [redacted]  P & C Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me,  As long as the words initiated refund results to actual refunds to my accounts in a timely manner.
Regards,
[redacted]

Thank you for your inquiry regarding [redacted]. 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 [redacted] stated they were charged for...

services never used and still continue to be charged for services after a request that their account be coded lost from Paychex service. The client is requesting a refund of all fees and assurance their account is closed with Paychex. As of this date, we have been unable to connect with the client to obtain further information regarding the complaint. The following contacts have been made:VM left on 11-15-17 at 8:37 AM CSTEmail sent 11-15-17 at 8:54 AM CSTEmail sent 11-16-17 at 9:55 AM CSTEmail sent 11-17-17 at 9:56 AM CSTVM left on 11-17-17 at 1:42 PM CSTWe want to resolve this matter to the client’s satisfaction, however, to do so, we require the following additional information:- What charges were promised to be refunded?  - Additional descriptor for the 11/03 monthly fee seen on bank account.  Once we successfully reach the client, I believe the matter will be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted].  Sincerely, Moira G[redacted]  Zone Implementation Manager

Thank you for your inquiry regarding [redacted]. 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 [redacted] stated taxes for the state of Wyoming Unemployment for the...

third quarter of 2017 were not paid timely because a credit was not applied properly. The client tried to escalate to a supervisor or manager within the tax department but it was not successful.As of this date, Paychex has researched the issue and will contact Wyoming to ask for credit resolution on the client’s behalf. The credit for worker’s compensation is $98.33 and will expire on January 31, 2018, per the client. In addition, Paychex will issue a credit in the amount of $1154.00 in payroll process fees plus $1.01 in penalty and interest as a courtesy.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted]Sincerely,Karen M[redacted]Client Service Manager

Thank you for your inquiry from [redacted] regarding her COBRA premium rate and payments. Paychex takes complaints very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  After researching this matter, we discovered that Ms. [redacted] was issued a rate change notice for a higher premium in error and that she had overpaid her premium beginning on July 1, 2016.Our records show Ms. [redacted] paid a total of $5,043.67. As she requested, we will apply the payment through January 2017 and refund her the balance of $1,122.49. She will be responsible for remitting payments due for February 2017 and going forward. Total Paid $5,043.67. Corrected Premium Payments July – December 2016 ($547.79 per month) and January 2017 ($634.44 per month) $3,921.18Refund $1,122.49  Lastly, due to the death of her husband, Ms. [redacted] is eligible to stay on COBRA coverage until June 30, 2019. I already advised her that she should review her Open Enrollment package and complete the transmittal forms to keep her coverage active.  Paychex considers this matter closed. Of course, if you have further questions or need additional information, please contact me at [redacted]  Sincerely, Stephen S. [redacted]  COBRA Service Center Supervisor

Thank you for your inquiry from [redacted] with [redacted]. The previous dispute regarding the penalty amount of $156.07 for the 2nd quarter of 2016 was approved to be refunded. This was done as a one-time courtesy. The new request to refund an additional amount of $225.54 is...

denied at this time. The client has been notified numerous times regarding their filing frequency. The client has been advised to contact the IRS and use the form they were sent stating the filing frequency has changed and provide that to MN State. Once this is done, the penalty/interest can be requested to be removed.  Thank you for bringing this urgent matter to our attention. If you have questions, please contact me at [redacted]  Thank you for choosing Paychex.   Sincerely,  Emma M. [redacted]  Client Service Manager  Regional Service Center

Thank you for your inquiry from [redacted] with [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.[redacted] signed up for services that started on July 29, 2016, and...

received the following during the next five months:• HR Assessment: an audit of the client’s business from a human resources (HR) point of view• HR Action Plan: a service plan based on the results of the HR audit• Customized employee handbook• Customized employee job descriptions• New York State hospitality industry requirements training• Federal and state poster kitsDuring the five months of service, [redacted] was our client contact, and the Paychex HR consultant sent her many communications via email on relevant HR topics, including the following:• Form I-9 requirements and changes• New York minimum wage changes• New York exempt level pay requirements• Federal white collar exempt changes• Safety servicesWe certainly regret that Mr.. [redacted] was unhappy with the service from Paychex. We believe that we upheld our agreement and provided acceptable service during the time [redacted] was with Paychex. We could have offered additional service if Ms. [redacted] had been able to meet with the HR consultant more frequently and consistently. The HR Consultant met with Ms. [redacted] on four occasions and attempted to schedule more meetings; unfortunately, Ms. [redacted] cancelled those subsequent meetings.If you have questions or need additional information, please contact me at [redacted], or [redacted].  Sincerely,  Shannon [redacted] Area Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Ms. [redacted] does not accurately describe the situation. She states, “Once identified, Paychex refunded Mr. [redacted]' account.” What actually happened is that Paychex denied having made the mistake for almost a year & in doing so, caused my bookkeeper, [redacted] to waste a minimum of 10 hours or his time attempting to straighten out the mess caused by Paychex.[redacted] was forced to send repeated e-mails with varying Paychex reps, all of whom denied at varying times that the error was Paychex’s. He even had a conference call with several Paychex reps none of whom did their job correctly.Mr. [redacted] makes $45/hour which translates to $450. This amount does not include the amount of time that I personally as well as [redacted], the [redacted] manager spent dealing with this. I estimate conservatively the cost at a minimum of $750.The other issue that must be raised is to wonder how many other Paychex clients have been unknowingly subjected to similar unethical & possibly illegal behavior. Should they be made to disclose this publicly so that all of their clients can look through their accounts?I would expect Paychex to at least refund that amount + an additional amount for the extended aggravation due to their repeated (deliberate?) incompetence & inattention to the situation. They should refund all of their fees from 2015 at the very least.
I am attaching some of the many e-mails  & a letter that [redacted] sent to the varying Paychex reps try to attempt to rectify the mess.Sincerely,
[redacted]
[redacted]

Thank you for your inquiry regarding [redacted] Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  I have enclosed the complaint against Paychex, Inc. (“Paychex”), which asserts that our client was dissatisfied with their Paychex payroll and 401(k) services, in particular the customer service given to them. In response, the client decided to transfer the company’s 401(k) plan to another recordkeeper. This client feels that, under these circumstances, they should not pay a $1,200.00 plan transfer fee.  Upon reviewing our client’s concerns, we determined this client was amply notified of the transfer fee, and signed the 401(k) transfer fee form, providing bank account information to collect the fee from on 12/15/2016. I spoke with the client ([redacted]) about her concerns. [redacted] advised that she did not have an issue with the 401(k), she disliked the bundled HR product. There were not any documented concerns with the 401(k) either. She stated that she did not want to pay the transfer fee, so she had her bank block the debit. I advised that the result of this was the funds coming from the plan assets.   Paychex now considers this matter closed. If you require additional information, please call me at 585-336-6497.  Sincerely,  Mary [redacted]   Paychex Client Relations  Enclosure

January
19, 2016Re:       [redacted]ID:        [redacted]Dear Sir
or Madam, Thank you for your inquiry regarding [redacted]. Paychex takes
complaints from our clients very seriously, and we appreciate the opportunity
to...

assist in the resolution of any disputes that may occur.Mr. Clarence
is disputing the $1,200 transfer fee for Paychex clients who are leaving
Paychex payroll and 401(k).I have
enclosed the complaint against Paychex, Inc. (“Paychex”) for your reference,
which asserts that our client was not informed of the $1,200 plan transfer fee
charged to their company-sponsored 401(k) plan.Paychex
notified our client on May 24, 2012 of an updated Retirement Plan Fee
Disclosure Statement available on the Paychex website. The disclosure states
that there is a $1,200 plan transfer fee. I have enclosed that document for
your reference.Of course, if you require additional information or
have questions about this complaint or how Paychex handled it, please feel free
to contact me at ###-###-####,
ext. 68715, or [redacted]Sincerely,Jennifer
M[redacted] Client
Relations Manager

Thank you for your inquiry regarding [redacted] 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 [redacted] stated invoice number [redacted] in the amount of $418.45 is incorrect. He...

would like for Paychex to resolve this issue to prevent further communication from our accounts payable department. [redacted] would also like to confirm the status of their account with Paychex, they informed Paychex a total of three times to close their payroll account. [redacted]’s payroll account has been closed with Paychex as of 02/27/18.  As of this date, a credit to this invoice in the amount of $316.70 has been submitted. [redacted] was incorrectly charged a total of $212.75 for 2018 W2 processing and handling, plus a $99.00 NSF charge and $4.95 for manual billing. [redacted] has an open invoice for 2017 W2 processing and handling. This charge was explained on invoice [redacted] for the W2 package that was produced and delivered to the client, the total amount for this service as shown on the invoice equaled $101.75. The NSF fee was caused by the unsuccessful collection of invoice [redacted]. [redacted] owes Paychex $101.75 as shown on invoice [redacted].   I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted]Sincerely, Nicole B[redacted] Market Service Manager

[redacted]IQ just heard from Paychex and has not had a chance to update Revdex.com. Paychex is in talks with our attorney to resolve the matter. We just want Paychex to file the corrected paperwork with the IRS and the State of Georgia as they said that they would back in February. No resolution as of this morning.Regards, [redacted]

Thank you for your inquiry regarding [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. We have reviewed the details of Mr. [redacted] complaint at our corporate office, and have reached...

out to him directly to address his concerns. At this time, the complaint has been resolved to the client's satisfaction. If you have questions or need additional information regarding this complaint or Paychex' resolution of this complaint, please call me at ###-###-####. Thank you for your assistance.Sincerely,[redacted]Paychex Client Relations

Dear Sir or Madam:Thank you for your inquiry regarding [redacted], a former employee of Paychex client [redacted], Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. We reviewed the details of...

Mr. [redacted]'s complaint and contacted him about his request. We resolved this issue as of January 15, 2015. This letter shall confirm that Paychex has fully resolved this complaint with Mr. [redacted], and it is our understanding there are no outstanding matters. It is also Paychex' understanding that Mr. [redacted] filed this Revdex.com complaint prior to us reaching resolution of these matters. If you have questions or need additional information, please call me at ###-###-####, ext. [redacted]. Thank you for your assistance.Sincerely,[redacted]Paychex 401 (k) Client Product Relations Advisor

Thank you for your inquiry regarding [redacted] Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.The 2016 From 5500 extension is filed on the company’s behalf to avoid potential late...

penalties and fees with the Department of Labor. Per Mr. [redacted]’s direction Paychex also processed a distribution in August 2017 to close his account. The Paychex service agreement states all distributions have a one-time fee of $75. In this case the distribution fee absorbed Mr. [redacted]’s full account balance of $68.21.On September 25, 2017, I called Mr. [redacted] to inform him Paychex would return the Form 5500 extension fee as a courtesy to the company bank account ending in 5233. The refund process can take up to 10 business and to please reach out to me directly with any additional questions or concerns.I believe this matter to be resolved. If you have further questions, you can contact Krystal S[redacted] at ###-###-####, ext. [redacted], or [redacted]Sincerely,Krystal S[redacted]Paychex 401(k)/S125 Client Relations Management