Paychex, Inc.

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

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

Hello,
 Per [redacted], she followed up with Mr. [redacted] on February 20, 2015 and let him know the refund would be in his account by the end of the day, February 25.  Per her conversation today, February 26, Mr. [redacted] has confirmed the funds are in his account.
 
Thank you,
[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.  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 find that this resolution is satisfactory to me.  Regards,   [redacted]

Thank you for your recent inquiry regarding [redacted]. Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. Upon Ms. [redacted]'s separation on October 7, 2013, Paychex mailed paperwork with instructions on how to request a distribution from the 401 (k) plan directly to her home address, which we verified as the same address provided by Ms. [redacted] in her complaint to the Revdex.com. On March 20, 2015, we received a request from Ms. [redacted] to mail her the paperwork again, which we did; we also emailed it to Ms. [redacted].The information above, along with other details surrounding the distribution process, was provided in an earlier response related to ID # [redacted]. I called Ms. [redacted] on Thursday, May 7, 2015, and again on Monday, May 11, 2015, and left messages with my contact information and asked for her to call me back at her earliest convenience. On May 11, I received an email from Ms. [redacted] and I responded that in March 2015 and April 2015, and then again on May 7, 2015, paperwork was mailed to her home address. She confirmed she received the paperwork. I answered all her questions related to the paperwork and I provided her with my email address and fax number for her to send it directly to me. If you need additional information or have questions about this complaint, or Paychex' resolution of this compliant, please feel free to contact me at ###-###-####, ext. [redacted].Sincerely,[redacted]Client Product Relations Representative

Thank you for your inquiry from [redacted], employee of [redacted]. Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Ms. [redacted] states that her 401(k) distribution was sent to the wrong place...

and has requested that Paychex withdraw funds from [redacted] and send to her directly.[redacted] contacted Paychex to initiate an involuntary distribution on Ms. [redacted]’s account on March 1, 2017. As stated in notices provided to her, Ms. [redacted] was required to request a distribution from her account within 60 days or the funds would be moved from the plan into an Individual Retirement Account with [redacted].As of April 30, 2017, Paychex had not received a distribution request from Ms. [redacted] and began the process of moving the funds to [redacted] on May 1. On May 1, Ms. [redacted] faxed distribution paperwork to Paychex, but it was, unfortunately, outside the 60-day timeframe. Ms. [redacted] will need to contact [redacted] at ###-###-#### to request a distribution of funds.If you have questions, please contact me at ###-###-####, ext. 60093, or [redacted].Sincerely, Dan M[redacted] 401(k)/S125 Client Relations Representative

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.
1/19/2016 On January 14, I received an e mail from you stating that you received a letter from Paychex.  I read the letter and they responded that they will not issue further refunds to me.  I then called you and left a message on January 15, 2016. I feel that Paychex had taken advantage of me.  First of all I did not agree to pay the $3000 set up fee.  This amount is way too outrageous.  If I have known of this amount, I would not have signed up.  Sales person, Eric C[redacted], was not clear to me and my husband in the beginning of our meeting of the $3000 set up fee and this is why we are in this situation. The sales person did not leave us the contract for us to review when he left our house. After the second bill came, we started complaining because we were not expecting it.  This is the time when we found out about the $3000 set up fee.  From here on, we could not get things straighten out because the customer service is telling us different information than what our sales person is telling us. There was no effort by the customer  service to reach out to our sales person to sort out the confusion.  My husband and I were not happy at this point.  We were told from our sales person that we can always cancel anytime and they will not continue to bill  us.  Although our sales person  tells us that they will not bill us, the customer service  tells us that they will bill us. This becomes  frustrating and confusing.  Customer service tell me things that prevents me from canceling sooner such as transfer fee of $1,200 if I go to another $401 provider.  They tell me that I can’t open another 401k plan for a year after I close my account with them.  After talking to another 401k provider, this is not the case because I am a small business which me and my husband are the only once involve in the business. My 401 k provider at this time is with E trade and they are not billing me with anything.  So the administration that was sold to us was not even necessary.  Because I feel that this company had done us wrong, and they didn’t really do anything for me but collect money and given me frustration and waste of time, I need them to give me a refund of $1000 out of the $1500 they received from me. Sincerely,[redacted]
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. Paychex claims in their letter that they have sent the IRS corrected 1099 in May. They told me they sent it last September. I asked that they re-send it and send me proof that they submitted it. Paychex claims that the IRS needs it from me, however the IRS has told me personally after a 3.5 hour hold time, that they need the company who originally filed to send them the amendment. All I asked for in my original complaint was that Paychex (re)send the amended 1099 to the IRS and send me proof of same. I have not received that, so the matter is not considered resolved. 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.   I had to go to the Department of Revenue office and fill this out in person. The late charge I had to pay increased to $336.11. This is not good business.  I will not accept any resolution less than getting my money back. Remember they charged my account for 6 months without providing any service. I'm not even going after that. Regards,  [redacted]

Thank you for your inquiry from [redacted] with [redacted] [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Ms. [redacted] submitted a complaint about Paychex not filing first...

quarter 2016 tax returns to Nevada and the IRS. [redacted] [redacted] left Paychex’ service in first quarter 2016, and our records showed that we were not responsible for filing its 2016 returns. However, because the company was going out of business, Paychex could have filed final returns on its behalf if we were directed to do so.  We submitted the missing return to the IRS on November 23, 2016, and to the state of Nevada on July 19, 2016 and instructed the client to submit payment. We received confirmation on February 14, 2017 that this issue was resolved with the IRS, and no balance is due. Our records show an outstanding liability remains due to the Nevada Department of Employment, Training and Rehabilitation in the amount of $107.06, which includes penalty and interest. $80.85 of this amount is liability due and we refunded this amount on March 23rd, 2016 to the client. [redacted] [redacted], not Paychex, is responsible for remitting this payment. Paychex will credit the client $26.21 as goodwill for the penalty and interest portion.If you have questions, please contact me at [redacted], or [redacted].  Sincerely,  Dal M [redacted]

Thank you for your inquiry regarding [redacted]. Paychex takes complaints very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. On March 9, 2015, we contacted Ms. [redacted] directly to address the situation related to her [redacted] coverage. During...

our conversation, we explained that we will continue to help her with her pending [redacted] claims. If Ms. [redacted] has claims for the time period between January 1, 2015, and February 5, 2015, that [redacted] has not reimbursed and she believes they should be, based on her coverage, we will continue to work with her to address those claims immediately with [redacted]. We also explained that as the [redacted] participant, Ms. [redacted] is responsible for paying all [redacted] premiums. Paychex must receive these premiums as soon as possible to ensure payment to [redacted] prior to March 31, 2015. At this point, there has been no lapse in Ms. [redacted]’s coverage, and no loss of benefits. If you require additional information or have any questions regarding this complaint, or Paychex’ resolution of this complaint, please feel free to contact me directly at ###-###-####, ext. [redacted].Sincerely,[redacted]PEO Health and Benefits Manager

Paychex is in receipt of your letter regarding a compliant from [redacted] on 11/8/2016. 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.  Ms. [redacted] contends that Paychex did not process the payroll dated October 31, 2106 as expected and mishandled the subsequent correction. I have carefully reviewed the facts of this matter and the allegations as stated in the complaint.  I spoke with Ms. [redacted] on October, 31, 2016, to discuss her concerns. Paychex processed corrections at no charge and issued a refund of $47.43 for the processing fees of the original payroll dated October 31, 2016. We’ve also offered our client a month of free payroll processing.  We have agreed to contact the client only via email or fax. The payroll total information was included in the enclosed email from Melanie [redacted] to the client on November 3, 2016. The client acknowledged the e-mail November 4, 2016.  At this time we are not aware of any further issues with [redacted] payroll. Paychex understands that that Ms. [redacted] filed this Revdex.com complaint prior to Paychex and Ms. [redacted] reaching a resolution of these matters.  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 [redacted], or by email at [redacted].  Sincerely, Melissa [redacted] Client Service Manager

Thank you for your inquiry regarding [redacted]. [redacted]. Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. Please extend our apologies to Mr. [redacted] for our delay in...

refunding her the $159.14 as a result of an over-charged Paychex service. On December 11, 2015 we credited $2.55 to Mr. [redacted]'s account. We have since credited Mr. [redacted]'s account for the remaining amount of $155.00. I regret any inconvenience. If you have questions or need additional information, please call me at ###-###-####. Thank you for your assistance.Sincerely,[redacted]Senior Client Relations Analyst

Thank you for your inquiry regarding [redacted] LLC. 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 [redacted] LLC stated they cancelled their services with Paychex in November of...

2017. They have continued to be billed a monthly invoice of $83 since November. She contacted her agent and several supervisors regarding this matter. Despite my efforts, she was charged again. She requested for Paychex to stop charging her bank account for services that have been cancelled.As of this date, Paychex has processed the refund credit of $83.00 debited from your bank account on February 12, 2018 in error. The refund should in [redacted] bank account within 3 business days.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####, x [redacted].Sincerely,Yocely G[redacted]Client Service Manager

This letter is in response to complaint ID [redacted], it is understood that Mr. [redacted] has rejected our initial response. We wish to clarify and resolve his concerns.  In regards to Mr. [redacted] concern about him not receiving the companies end of year forms we would like to provide the tracking information. The W2’s were sent to Mr. [redacted] on 01/09/2018 via UPS (tracking # [redacted]). The address they were shipped to is [redacted] The 1099’s were shipped out via UPS (tracking # [redacted]). The address they were shipped to is [redacted]We did find that there was an invoice created for $122.00 which was billed for year-end filings and forms. The invoice was issued and sent to Mr. [redacted]. The fee in question for $135 is the billing fee for 401k. This fee has been submitted for a credit and Mr. [redacted] should see it back in his account shortly. Josh S[redacted],a member of the 401k team, will be reaching out to Mr. [redacted] to assist with the 401k plan termination.  Mr. [redacted] emailed our payroll specialist and asked that we report a “quick-pay” transaction for his employee. As this was not clear a direct deposit was issued for the amount given to us. As we stated before once we were made aware of the error we immediately tried recovering the funds and were unable to do so since the funds were no longer available. I spoke to Mr. [redacted] on 01/11/2018 and I was told he would work directly with his employee to recover funds. As of this date Paychex has still not been able to recover the funds paid out in the amount of $1530.86.  If you have further questions, you can contact me at [redacted]
[redacted] Lizeth S[redacted] Client Service Supervisor

Thank you for your inquiry regarding [redacted] LLD. 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] LLC stated they were not made aware of all...

applicable charges they could incur when deciding to resume using our service again. Thus, they are disputing their recent charges in the amount of $89 and requesting those fees be forgiven. They are also seeking documentation listing out their pricing in its entirety. [redacted] is also requesting confirmation that their taxes have been paid and allocated appropriately based on the information provided to Paychex and that the customer service they have received thus far be improved upon in order to receive more timely responses.As of this date, in a gesture of good faith, we have credited the charges in dispute which included our monthly inactively fee and year end processing fees totaling $89.00. We have also provided [redacted] LLC with an alternative pricing package so he can evaluate what fits best with his needs. Ultimately, Mr. [redacted] decided to stay on the pricing package he is currently on.Mr. [redacted] is also seeking guidance on some tax inquiries that were prior to coming to our service and/or are typically the responsibility of the business owner to determine. However, given the circumstances Paychex will be providing him with limited guidance so he can at a minimum comply with the requests of the tax agencies. In addition, we have addressed his overall service concerns and will be assigning the account to a new representative moving forward.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-#### or by email at: [redacted]Sincerely,Valoree D[redacted]Zone 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.
I already know all the history of my account as stated in this complaint.  What I am now complaining about and still complaining about is that the people that represent this business are making false statements.  I have still not received any paperwork from them to close my account out.  I was told 10 days from March 20th as stated in my earlier complaint.  It has been almost 2 years and every time I call and request paperwork it never comes.  Isn't that amazing in itself.  I don't think it got lost in the mail 3 times.  You have my mailing address on file.  I have lived at the same address for 15 years.  You also state you sent the paperwork by email.  That is a flat out lie.  What email address did you send it to?  I have never received it either.  Prove where you sent the mail and email.  What was the email address you sent it to?  Did you even bother to verify if you had the correct one on file.  No you did not.  No one has ever asked me.  No one ever told me they would be sending paperwork by email.  Apparently no one ever sent it regular [redacted] mail either.Quit giving me a hard time and send my paperwork to close this account.  Prove to the Revdex.com that you are not lying.  Where did you send the stuff.  I think you didn't send it at all.  Surely over 2 years the post office is not that incompetent to lose my paperwork several times.  If I asked for it on March 20th and it still hasn't arrived, that tells me once again you did not send it.  You should have a record showing it was sent out.  I can't believe that you mailed and emailed it and still I did not receive it.  Send it again.  However, make sure your contact information is correct first.
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.
Paychex believes that they don't owe me a refund because in their service agreement it states prices are subject to change.  I can accept the fact that prices are subject to change but they were never billed correctly in the first place.  I was quoted $13 per MONTH for the service of integrating QuickBooks with my Paychex service, however I was charged $50 PER PAY PERIOD.  Almost 9 times the quoted price.  In my opinion this is a classic example of a large corporation hiding behind the "terms and conditions clauses" in their contracts even when they aren't relevant to the situation, instead of doing the right thing and realizing a mistake was made and rectifying that mistake. Regards, [redacted]