Paychex, Inc.

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.
I have rejected the response from Paychex because it does not
address the main issue and that is that [redacted] of [redacted]
[redacted] did sign paperwork to start a 401-K but at the time he was NOT
informed that was what he was signing.  When I met the principals of
[redacted] the informed me that they were in the "initial
stages" of putting together a 401-K with paychex.  When I met them both
Mr. [redacted] and Mr. [redacted] WERE COMPLETELY UNAWARE THAT A 401-K
EXISTED.  It is apparent that a form was shoved into Mr. [redacted]'s hand
for signature without an explanation of what he was signing.On
top of that the rep for Paychex never contacted them again regarding
this, nor was their any meetings, phone calls, or other explanations of
what it was they were engaging in.  Since then I have had
the opportunity to meet with other financial advisers who have had
dealings with Paychex and the stories are the same.  1. Paychex is
anything but professional in setting up these accounts, 2.  At least
some of their field reps seem to engage in what I would consider
fraudulent sales practices just to get the business. 3. More importantly
they have a difficult and tedious process in terminating plans that has
nothing to do with any legal requirements.I demand an investigation into their sales practices.  In addition a formal apology to [redacted] is in order.  Regards, [redacted]

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 an explanation of the situation involving [redacted].Business owner Nathan
[redacted] contacted the Revdex.com and lodged a complaint disputing a
$293.00 collection that was made from his company’s account. According to our
records, this was a quarter-end collection for taxes due as outlined on their
Outstanding Tax Liabilities report. We contacted [redacted], who is the main
contact we’ve worked with on this account. Please see the attached report; we
explained the collection to Ms. [redacted], and where to find the information outlined
in the report. We’ve closed 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

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.
Regards,
[redacted]
1. [redacted] thought that I was a seasonal business.  Thats why they started me out at 9.76%.  In finding that I am not a seasonal business they dropped my rate down to 1.22%.  I had contacted [redacted], told them of the change, faxed in paperwork back in June of last year.  For some reason [redacted] decided to take out 6% for unemployment taxes.  Back in December the state of [redacted] sent me a letter letting me know there was an overpayment on my account of 348.00.  I asked them to reimbursed me and they did.  I then followed up with [redacted] to make sure they had everything fixed and they said it had been fixed.  Well it wasn't.  They then overpayed the state again a total of 782.70. They don't keep it for future tax payments either.I contacted them again by phone and [redacted] stated he would take care of it and "try" to have the money back in my bank account the next day.  That was 1/21/2015.  Its 2/5/2015 and still nothing back into my bank account.  [redacted] has it.  I've requested the refund again and it will take up to a month to get the money back.  2. As far as waiving my fees for this month, it was withdrawn from my bank account yesterday and I terminated my account with them earlier this week.  They need to stay out of my bank account or I will seek legal action.  I have switched over to [redacted] and they have been nothing but kind and very knowledgeable about taxes and their product.I am requesting my February fee back since I haven't processed payroll with them.

Thank you for your inquiry regarding [redacted], LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.Paychex remitted all payments and returns for Illinois Unemployment on [redacted]’ behalf on...

time; however, the agency states it didn’t receive the quarterly returns for fourth quarter 2015 and first quarter 2016.Our Penalty Abatement Center researched this and determined it was an agency error. We’ll submit a request to the agency to waive the penalties and interest.  We hope this addresses [redacted]s concerns. If you have questions, please contact me at [redacted].  Sincerely, Emma [redacted]  Client Service Manager

Thank you for your follow-up regarding [redacted] IQ (“[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 are responding to the complaint made by [redacted] regarding multiple checks issued to an employee at year-end 2015 that resulted in overpayment of taxes to various tax agencies. Since our June 3, 2016, letter to you, we have spoken with the client and the company’s attorney.  The client requested on June 10 that Paychex file corrected paperwork with the Internal Revenue Service and the state of Georgia. We clarified with our client’s attorney which payroll check needs to be voided and are in the process of completing this task. We are sending amended fourth quarter and annual 2015 tax documents to the agencies in question so we can resolve this situation. Once the agencies process the returns, refunds will issue directly from the agencies to the client. If you have questions, please contact me at 678-354-7776, ext. 5225512, or cc[redacted]@paychex.com.  Sincerely,  Cheri C[redacted] Branch Manager

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

June 24, 2016Revdex.com100 Bryant Woods SouthAmherst, NY 14228Attn: [redacted] Complaint HandlerRe: [redacted]Case: [redacted]Dear [redacted]: Paychex has received and reviewed your email about the complaint from Mr. [redacted]. Paychex takes complaints from our clients and their participants...

very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.In summary, we’ve researched Mr. [redacted]’s dispute. As a result, we’ve authorized all remaining balances in the amounts owed of $133.65 and $72.90 and are closing out the referral to the collection agencies. The client can expect no further contact regarding their ID and account from Paychex or any other third party acting on our behalf.I have left a voice mail message for Mr. [redacted], but have not been able to reach him directly. If you have questions, please contact me at [redacted] ext. [redacted], or [redacted]Sincerely,Laurie O[redacted]Manager, Client Services

Thank you
for your inquiry regarding [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. David
[redacted] of [redacted], Inc., contests that he contracted for Paychex HR Essentials
services...

and wasn’t notified of the administration fee of $190.00 per month. He’s
asking for a refund totaling $3,610.00. In May 2014, [redacted] signed and dated the Paychex service agreement
outlining these monthly administrative fees. I’ve enclosed a copy of the
agreement reflecting the fees and Mr. [redacted]’s signature, as well as a statement
from our Paychex representative who was present when he signed the document. At
no time did Paychex attempt to mislead this client.In light of this information, Paychex will not issue
a refund for the service fees charged. We communicated the fees to Mr. [redacted],
and his company, [redacted] Day Inc., subsequently used Paychex HR Essentials services.If you require additional information or have questions,
please contact me at ###-###-####, ext. 28657, or by email at [redacted]Sincerely, Catherine H. S[redacted] District Sales Manager

Re: Mr. [redacted], [redacted], LLCCase: [redacted] Thank you for your inquiry regarding our client Mr. [redacted], owner of [redacted], LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help...

resolve any disputes that may occur.Mr. [redacted] was a Paychex client from June 30, 2010, through June 31, 2011, and September 27, 2011, through August 14, 2013. From June 30, 2010, through December 1, 2011, the business was not enrolled in Taxpay®, our tax payment service, for Georgia (GA) withholding and income tax (IT) filings and payments because Mr. [redacted] failed to provide Paychex with a GA IT identification number (ID).Mr. [redacted] obtained a GA IT ID on November 28, 2011, and submitted the enclosed documentation to Paychex in December 2011. The business was enrolled in Taxpay for Georgia IT effective with the December 30, 2011, check date.In March 2012, Mr. [redacted] contacted Paychex about notices he’d received for failure to fulfil GA IT tax obligations in 2011. We have several notes in our system documenting conversations and messages exchanged with Mr. [redacted] regarding his responsibility to submit filings and payments for GA IT tax periods prior to his starting on Taxpay in December 2011:• September 27, 2011 – Our records indicate that we informed Mr. [redacted] during his payroll processing that we were missing a GA IT ID for his business and that we could not help him fulfil tax obligations to that agency.• March 20, 2011 – Our records indicate that we sent an email addressed to Mr. [redacted]’s CPA explaining that Mr. [redacted] was responsible for tax withholdings prior to December 2011.• March 20, 2012 – Our records indicate that we had a conversation with Mr. [redacted] explaining that his business was not enrolled in Taxpay for GA IT until December 2011.In addition, Mr. [redacted]’s Cash Requirements and Deposits report would have reflected his responsibility to file and remit payment for GA IT taxes prior to December 2011. We also supplied tax deposit notices reflecting this responsibility (see the attached examples).In light of the evidence noted in this letter, Paychex is not responsible for any tax liabilities, penalties, or interest assessed to [redacted], LLC, by the Georgia Department of Revenue related to missing filings or payments due prior to December 2011.If you have questions, please contact me at ###-###-####, ext. [redacted], or [redacted]Sincerely,Cheri C[redacted] Branch Manager

Paychex is in receipt of
your letter regarding a complaint from [redacted] T. [redacted] on December 23,
2015.  Paychex takes complaints from our
clients and plan participants very seriously, and we appreciate the opportunity
to assist in the resolution of any dispute. Ms. [redacted] stated...

that
Paychex mishandled her 401(k) deferrals and subsequent distribution. On
November 30, 2015, a Paychex client service representative informed Ms.
[redacted] that she was automatically enrolled in her company’s 401(k) plan and
that she was able to opt-out of the plan and take a distribution of the
funds.  Ms. [redacted] opted out of the
plan and requested a distribution of the funds that were contributed into her plan
on December 4, 2015. The distribution request was processed, and the funds were
mailed to her on December 9, 2015. We later discovered that the address Paychex
had on file for Ms. [redacted] was incomplete, as the apartment number was
missing. Therefore, as of December 17, 2015, Ms. [redacted] had not received the
check. Paychex asks participants
who have not received their distribution to wait 15 business days from the
initial mailing before requesting the check to be voided and reissued, to prevent
having participants receive voided checks .  On December 10, 2015, Ms.
[redacted] informed Paychex that another 401(k) deduction was taken from her account
on her December 10, 2015, paycheck in the amount $82.50, even though she had
already opted out of the plan. We immediately took corrective measures with our
payroll department to verify that no other deferrals were taken from Ms.
[redacted] and a second distribution was initiated. On December 23, 2015, Paychex
sent that check via UPS Overnight mail and emailed the tracking number to Ms.
[redacted] per her request.  If you require additional
information or have questions about this complaint or Paychex’s resolution of
this complaint, please feel free to contact me directly at ###-###-####.Sincerely,Nekada D. S[redacted]Client Relations, Paychex,
Inc.

Thank you for your inquiry from Ms. [redacted], owner of [redacted] T [redacted]. 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’ve enclosed the complaint against Paychex, Inc....

(“Paychex”), which asserts that [redacted] T [redacted]’s Paychex representative was not responsive, and Paychex did not provide 2016 Forms W-2 and W-7.I contacted Ms. [redacted] on April 19, 2017 to apologize for this situation and to clarify some of her concerns. I explained that Paychex does not create year-end forms and returns for clients who leave mid-year and continue paying wages through another payroll provider because typically the new provider would complete and file the returns at year-end. Ms. [redacted] admitted that when she left our service, she didn’t tell us that she wouldn’t have wages for remainder of 2016 and, therefore, would not have another payroll provider. I let her know that we created the returns and forms in question and will email them to her on April 20 pending a verification of accuracy. I will continue to work with Ms. [redacted] until this is resolved.If you have questions, please contact me at ###-###-####, ext. [redacted] or [redacted]Sincerely,Sue M[redacted]Senior Regional Service Center Manager

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.  [redacted] (owner) dis reach out to Paychex on multiple occasions because she was confused. The whole purpose of hiring a payroll company is so that these matters would be handled and in this case, they were not. In October, [redacted] provided Paychex with one of the FL employee's name, but was told she needs to get an SUI number. If the POA was the only thing slowing things down, why didn't anyone contact [redacted] and explain to her the importance of it? The last email sent to Paychex by our company was sent February 8th and we never received a response. In fact, Paychex only reached out to us after I canceled our service, left a voicemail with a supposed supervisor, and email Alicia. The email on February 8th was in regards to the incorrect FL Unemployment Return. Paychex incorrectly filed ALL of our unemployment taxes and then stated it was our fault because we weren't clear in our communications. If Paychex were so good at communicating, why did they not respond to our February 8th email? And most importantly, why did Alicia not know we canceled their services until she called me nearly two weeks later? Then, she stated I didn't cancel them and called the wrong office, and yet nobody informed me of this while they were cancelling my service. It turns out I did cancel my service and all of the reps handling our account were so out of touch, they had no idea. I was never offered any type of goodwill. In fact, I corrected all of the errors myself and resubmitted to the proper agencies. We hired Paychex for a service that they clearly didn't provide and want a refund for those services. We didn't hire Paychex to be ignored, not respond, incorrectly file our returns, blame us when several attempts were made to get help and clarification, and not provide the services paid for. I've actually attached a copy of email sent on February 8th that Paychex never responded to. Why on earth would you wait until the end of February to resend the POA if it were so pertinent after receiving the email we sent?  Regards,  [redacted]

Thank you for the follow-up message regarding [redacted], and its owner [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of this dispute.Paychex agreed to issue Ms. [redacted] a refund from Paychex’ bank account if she were to sign a letter agreeing to repay us that same amount once she receives a refund from the IRS. Since that time, Paychex drafted a revised letter to the IRS dated November 24, 2016, asking the agency to refund the money to Paychex directly. Ms. [redacted] signed the revised letter and the agency agreed to refund Paychex directly. We then processed a refund of $7,162.27 to Ms. [redacted]. Paychex now considers this matter closed. If you require additional information, please feel free to contact me directly at 727-573-9649, ext. 5250050  Sincerely  [redacted]Zone Implementation Manager

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.  Hello,  Thank you for following up about my complaint. I did speak with Mary from Paychex. I told her my experience with Paychex and informed her that I need to be refunded. I never agreed to settle with no refund as she indicated below. It seems as though Mary has misled the Revdex.com with her response. She told me she will get back to me, I never heard from her until yesterday when I reached out to her again. I was informed by my finance director and the new company that is managing my company'standard 401k that Paychex has neglected to do a compliance check in my company's 401k and now I have to pay in excess of $2000 spread out to my employees as well as losing some of my 401k to income taxes. This complaint isn't just about my dissatisfaction on their HR and payroll services. It's also about the 401k management services. Paychex lied in telling you that I agreed to their decision of not giving me a refund. I initially signed that document because I was told to do so in order to continue 401k management services with Paychex. It was never explained to me other than its just your typical paperwork so that they can continue managing the 401k. But their mistake in mishandling my 401k which now is costing me thousands of dollars, is unacceptable and I am appalled that Mary lied about this case being resolved. This case is not closed and I never agreed to any resolution with Paychex. They never got back to me as they said they would. Please help resolve this matter.   Regards,   [redacted]

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. The person writing the response has never even contacted me.  There are no refunds issued.  They wont even come to the phone.  Finally this past Friday I was able to get more answers about what taxes they paid.   First of all they held on to over $8K for more than 15 days from the day they are saying they gave me the money back.  NOT TRUE.  And then it wasnt everything so I have had to call them every day to try and talk to anyone about this so that we could understand why they didnt refund everything.  Then after being hanged up on multiple times supposedly disconnected after being transferred multiple times.....  I got someone that emailed me that information.   But that just happened after I spend countless hours and days trying to get someone on the phone that could explain.  No refunds on any fees have been offered much less refunded and if they dont even call me or come to the phone I doubt they will even issue no refund on anything.   And in fact that is going to increase on interest penalties since I have not been able to pay yet since my new payroll company ADP didnt know what they were supposed to pay. Then to add more to the issues that have not been resolved, we have also been dealing with them putting employees under Georgia that work in Tennessee and that always only worked in Tennesse.  ADP needs them to fix that on their end if not this is going to be an issue that will cost me more time and money at the end of the year.   That manager didnt even talk about this issue which is a big one for me and most importantly for my employees! Last but not least that person LIED on that replied.  I did NOT change the bank account.   We have not used that account since we closed it over a year ago.  In fact every two weeks they had been using the right accounts and screwed up then when setting that new employee.   They owe me for that to!   They cant just lie and say I change bank accounts because that didnt happen. I have attached some documentation but I can attached more.   It seems to me that this big company just wants to take advantage of another small business owner and I wont stop until I get more on fees and interest refunded plus all the issues actually fixed.   Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]. This is all I have been asking for these last couple of months. I was told a waiver was sent in, yet IDES has no documentation. I expect this to finally get completely resolved asap.  Regards,   [redacted] Gallaway

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.   It is my understanding that [redacted] Inc would like clarification in regards to the remittance of the premium collected from their account and sent to NYSIF as well as the service charges to the account.  As of this date, I have reviewed the premium collection from the client. Paychex collected a total of $292.66 and these funds were remitted to NYSIF on 11/15/16. This is the date of the regularly scheduled monthly remittance. Attached is a reconciliation of the collections from the client’s account along with the remittance information of the funds to NYSIF. Per our notes, [redacted] spoke with the State of New York on 11/09/16 in regards to the premium collections and the state did not have record of these collections. This is strictly a timing issue as the funds were not remitted until the 15th of the month. At that time, NYSIF applied the funds to the account.  I have also attached details of each invoice to the client. The collection in November was due to a previous NSF for the Taxpay product. Payment was made, a second NSF charge was incurred and then in subsequent invoice, you will note, it was refunded.   I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at Mary S[redacted].  Sincerely,Mary S[redacted]  Operations Manager

Please review the attached document. Kind regards,  Mieux W[redacted]  Paychex Client Relations/Client AdvocateOctober 12, 2016Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228Attn: [redacted], Complaint HandlerRe: [redacted]Case:...

[redacted]Dear [redacted]:Thank you for your inquiry about [redacted] and Ms. [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.This letter is in response to a complaint regarding payroll errors and communication between the client and Paychex. To resolve the complaint, I called and spoke directly to Ms. S[redacted]. Her greatest concerns revolved around communication and payroll accuracy. I assured Ms. S[redacted] that we would call her to discuss items not clear to her via email, and she approved this plan. She was also upset that her payroll journal was incorrect, and the communication was not clear from the supervisor. I told her we would strive to provide accurate payroll for her employees each pay period moving forward.Paychex considers this matter closed to Ms. S[redacted]’s satisfaction. Of course, if you have questions or need more information, please contact me at [redacted], ext. [redacted], [redacted].Sincerely,Julie ** O[redacted]Senior Manager, Area Service

Re: [redacted]Case No. [redacted]Dear [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.[redacted]...

[redacted] filed a complaint disputing an audit balance due of $4,177.15 on its workers’ compensation insurance policy for the term of November 18, 2014 – November 18, 2015. 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 estimated premium payments on behalf of the client on a regular basis throughout the year. After an audit at the end of the plan period, the carrier determines if there is additional premium due, or if a credit is due to the client. The collections are based on a calculation that incorporates estimated annual wages, state surcharges/credits and correct classification of employees.The funds on this account are due for several reasons including:• estimated wages that were understated• six endorsements from the carrier to retroactively changed rates, and• an experience modification with an anniversary rating date in the middle of the policy period, which led to additional endorsements that changed the rates used for collections.Our representative has worked tirelessly with the client and the carrier to complete three revisions of the audit on this policy term:• First revision: corrected subject wages used by the carrier auditor• Second revision: excluded officer wages• Third revision: reclassified two employees into different class codesDuring the revision process, our representative worked with the client and offered a payment plan option to begin collection of premium, as we advised the client there would be a balance due after the revisions were completed. However, our client denied our repeated requests to set up a payment plan. On September 3, 2015, we sent our client via overnight mail an invoice for the balance due with notification that Paychex would collect funds due with the next payroll. Our client ceased processing payroll to prevent the collection from occurring.We then attempted to collect the amount due as an ACH electronic transfer from the client's bank account, but were unsuccessful. [redacted] still owes Paychex the balance due of $4,177.15.We have worked with the client and the carrier to ensure the revision requests were reviewed by the carrier and completed as necessary. At this time, the client has agreed that the wages used in the audit are correct, and there is premium due. We are willing to work with the client to establish a payment plan for the premium rather than a one-time payment to alleviate any financial hardship.If you have questions, please contact me at ###-###-#### or [redacted]Sincerely, Mary S[redacted] Manager, Property and Casualty Operations Manager

Please review the attached document for screen shots of the 401k loan request process. Thank you! Kind regards,   Mieux W[redacted]  Paychex Client Relations Advocate