Paychex, Inc.

Please review the attached document. Kind regards,  Mieux [redacted]  Paychex Client Relations/Client Advocate[redacted]
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[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.This client originally issued a complaint to the Revdex.com for lack of service received from Paychex. My research shows that Paychex credited [redacted] as necessary along with an additional amount in good faith to settle the complaint. Our original reply to the Revdex.com reflected our credits to the client as follows: $11,572.55 on August 22, 2016; $4,063.23 on August 10, 2016; $727.73 on August 9, 2016; $974.03 on August 9, 2016; and $206.96 on July 28, 2016.The client has since stated that he did not receive the credit of $11,572.55; however, my research indicates that he did in fact receive the credit, and he likely did not see it posted to a more recent invoice. The invoice 2016081801, dated August 18, 2016 (attached for your reference), showed $31,725.63, minus the credit of $11,572.55, for a total debit from the client’s bank account of $20,153.08. Had the client contacted us about the credit, we would have gladly explained it to him. Paychex considers this matter closed to the client’s satisfaction. Of course, if you have questions or need more information, please contact me at 866-804-5693, x5110049, or [redacted].Sincerely, Mike [redacted]  Multi Product Center Supervisor

Thank
you for your inquiry regarding 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. We
reviewed Ms. [redacted]’s account and determined that two $270.00 claims were
submitted in...

February 2016. One claim was submitted through the debit card
option and was processed successfully. The other claim was submitted on paper
and wasn’t processed. We’ll be able to process her second claim if Ms. [redacted] submits the claim form
and includes the associated receipt, which we’ll use to verify that the claim
is for an eligible expense. We’ll need the proper documentation because not all
medical expenses meet reimbursement eligibility requirements. We don’t determine
what is considered eligible; we simply determine if submissions meet the
eligibility standards.If you need additional information or have any
questions, please feel free to contact me at ###-###-####, ext. 68715, or [redacted]. Thank you.

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

Thank you for your inquiry about [redacted] of [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. [redacted] submitted a complaint about his account closure with...

Paychex.  In April 2017, Mr. [redacted] notified Paychex he was going out of business and requested an historical data DISC and closure of his account. Paychex processed the account closure within one week. This client also used our Time and Labor Online (TLO) service, which requires a separate form to close the online account. Our TLO department sent the TLO closure form via email to sign to [redacted] the primary contact on the account. Ms. [redacted] was no longer with the company. Mr. [redacted] called in again in May and Paychex sent the cancellation form directly to Mr. [redacted] but he did not return to us.  Paychex also sent Mr. [redacted] a standard history data link so he could download the Preview Hosting software and access historical data. Mr. [redacted] did not want to download the software and wanted a separate searchable DISC from us. He also did not want to sign the TLO closure form.  On June 22, Mr. [redacted] called the supervisor who closed the account. This supervisor explained all the steps needed to close the account and sent Mr. [redacted] another TLO closure form. He added that once Paychex receives the form, we would close the account and refund all fees charged after April 1. This supervisor also described how to download Preview software and access historical data, and he emailed the client another link. Mr. [redacted] refused to download the software and send back the TLO termination form.  The supervisor gave Mr. [redacted] my contact information and explained he could escalate his concerns to me, the manager. Mr. [redacted] did not call, but on June 22, 2017, I sent him an email and reiterated the steps needed to finish closing the account and access historical data. On June 23, 2017, I worked with our TLO department to close the account without having Mr. [redacted] sign the TLO closure form. I also mailed a physical DISC to Mr. [redacted]. The DISC still requires Mr. [redacted] to download Preview software, but I explained to him that he can save reports in a PDF format and once he has the reports he needs saved, he can remove the Preview software.  At this point, we feel we completely addressed Mr. [redacted]’s complaints, but will continue to work with him to resolve any outstanding issues. If you have questions, please contact me at [redacted].   Sincerely,  Jeffery [redacted]  Client Service Supervisor

Thank you for the follow up inquiry about [redacted]. We appreciate the opportunity to try to resolve Mr. [redacted]’s complaints. We regret setting up the company’s Flexible Spending Account (FSA) under the assumption that [redacted] would offer health benefits to its employees. To correct this, we removed the service and refunded [redacted] $1,700.  Mr. [redacted] wrote about problems with his December 9 payroll that involved having to process the payroll twice. The payroll he reported to us included total hours and total wages but didn’t include holiday hours; therefore, after we processed the payroll, we had to correct it to include holiday hours. Additionally, at Mr. [redacted]’s request, we send him a pre-processing payroll journal to review before we processed the payroll, created the banking transactions, and printed checks. Mr. [redacted] emailed his approval to process the payroll per the pre-processing journal that didn’t include holiday hours. I have made several attempts to contact Mr. [redacted] about his possible decision to leave Paychex payroll services, and he hasn’t returned my calls or emails. We look forward to continuing our partnership with [redacted] for retirement services in 2017.If you have questions or need additional information, please contact me at [redacted].   Sincerely,  Darren [redacted] Senior Manager, Area Service - Core

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

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]

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

First, thank you for the response. However, this response raises more questions than it answers and is unacceptable. Crediting what was owed me in the first place does not resolve this issue. Performing actions I’ve paid you to perform only after a complaint is filed, is not a resolution. Your explanation doesn’t address why my payroll was held hostage to pay for a discrepancy that should have been handled through Paychex’s audit process in the first place. It has become apparent that Paychex only took action because of this complaint with the Revdex.com. It does not address the lack of communication from Paychex after I first raised the issue in May 2016 and why nothing was done until I again raised the issue on July 6, 2016 with a subsequent complaint to the Revdex.com. And to add insult to injury, I was charged a $102 “premium processing” fee because no one from Paychex bothered to contact me to discuss how we could, at the least, postpone the payment. Two emails, and three or four phone calls went unanswered. My original demand for a complete refund from date of first service still stands.  Regards,   Rai Stamps

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I've also spoken to Mary regarding their recent response. She has informed me Paychex is using this experience in developing better processes and to develop training curriculum that directly addresses the issues we've had recently. Although we've had this issue, Paychex has demonstrated their commitment to me as a customer. Any company willing to learn from an issue and use it as a training point is a great company. Thank you for your assistance in this matter.    Regards,  Rai Stamps

Thank
you for the additional feedback about Ms. [redacted]’s concerns. I appreciate the
opportunity to provide additional clarification, and to come up with a solution
that more fully meets Ms. [redacted]’s needs. I
spoke to Ms. [redacted] on March 2, 2016. I understand that although Ms. [redacted]’s
previous complaint has been resolved, Ms. [redacted] remains frustrated that she
needs to spend time demonstrating to Paychex the validity of her claims. I told Ms. [redacted] that I would speak to her employer to see how we can better
improve the process she experiences when she needs to submit a claim. I have a
discussion scheduled with her employer, Mr. [redacted], on March 4 to discuss the
S125 plan. I am also researching Ms. [redacted]’s concerns about two $296 debit card charge,
and one debit charge totaling $346.95. Ms. [redacted] confirmed that the charges
incurred in 2016; however, the charges are for services she received in 2015. I
am looking into how to resolve this matter, as the charge occurring outside of
the year she received services could impact how it’s processed. I told Ms.
[redacted] I’d follow up with her and plan to do so no later than March 8. I’m confident that we
can provide the service Ms. [redacted] expects and deserves, and I look forward to
resolving this situation with her. If you need more information or have questions, please feel free
to contact me at ###-###-####, ext. 68715, or [redacted]

Thank you for your inquiry from [redacted] regarding the [redacted] Paychex account. 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. [redacted] expressed concern because the courier...

delivered his employee’s paycheck to the wrong office suite twice. In addition, he was subsequently invoiced a $25.00 charge to have his employee’s paycheck re-printed.The courier delivery issue occurred because we inadvertently entered a wrong suite number. The $25.00 charge is a fee that is automatically generated when a Readychex check is re-printed; however, Mr. [redacted] shouldn’t have been charged the fee. Once the matter was brought to our attention, we credited the charge.The ongoing invoice difference was due to a courier charge for check delivery incurred while waiting for the Skylight paycards to arrive. We’re sorry the fee was not clearly explained to Mr. [redacted]; to offset this cost, we’ve increased his processing fee discount.We regret the inconvenience this situation has caused. As a gesture of goodwill, we’re crediting Mr. [redacted] back the charges for his first two payrolls.We hope we’ve satisfactorily resolved Mr. [redacted]’s complaint. If you have questions, please contact me at ###-###-####, ext.[redacted], or [redacted]Sincerely,Ellen G[redacted] Implementation Zone Manager

Thank you for your 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. Please extend our apologies to Ms. [redacted] for any inconvenience she...

experienced leading up to canceling her Paychex service. As a result of the oversight, we attempted to debit additional funds from Ms. [redacted]'s bank account. We have since credited Ms. [redacted]'s account for the total charges of $730.99. Ms. [redacted]'s account balance is zero and we have not generated any further charges or made any collections since January, 2015. 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

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.Yes, some of the issues were addressed, but a what cost to my company.  FSA was NEVER part of my agreement with Paychex.  They took it upon themselves to assume I would be offering healthcare benefits and proposed the FSA to my employees without my authorization to do so.  I continue to have problems with the limited service I am using with Paychex.  Most recently, payroll for 12/9 Holiday Pay was missed and a second run of checks had to be cut.  Again causing more work on our end to constantly double check PayChex work.  Mistakes are made almost weekly.  Yes they get addressed but again I say at what cost to my company. I truly feel Paychex has done a disservice to me and my company.  With many promises and zero results.  I continue to incur costs to every week I do business with paychex.    I have in good faith honored my end of the agreement and even with all the problems we were going to stay with paychex for the payroll service and 401k.  However at this point with the continued mistakes of doing a simple payroll I feel it is in our best interest to leave paychex all together.  I will finish out the 2016 year and move on beginning January 1, 2017  Regards,  [redacted]

Thank you for your inquiry about [redacted] 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. Our client contests that Paychex miscommunicated with her...

company about pricing initially upon account setup, at which time she contacted a Paychex Sales representative. In February, Paychex revised her pricing and contacted her to offer three free months of complimentary payroll service.   Because we staggered the months of free service with a billed month in between, our client believed that she was overcharged and had not received the free months of service. We reached out to our client on June 6, 2017, to make her aware that the months of service would be staggered. Our client insisted that we correct the billing as she believed it should be.   We immediately adjusted the free months of service to occur in three consecutive months May, June, and July to avoid further pricing concerns.  We feel we completely addressed [redacted]’s complaints, but will continue to work with our client to resolve any outstanding issues. If you have questions, please contact me at [redacted], or by email at [redacted].  Sincerely,  Marquise [redacted] Client Service Supervisor

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. We have reviewed the details of Mr. [redacted]'s complaint at our corporate office, and have...

reached out to him directly to address his concerns. At this time, the complaint is being resolved. We are working with the client to complete termination of his 401 (k) plan. If you have questions or need additional information regarding this complaint or Paychex' resolution of this complaint, please call me at [redacted]. Thank you for your assistance.
Sincerely,
[redacted]
Paychex Retirement Services

Thank you for your inquiry about [redacted]. and Mr. [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’m following up to clarify the chronology of events as described in a previous letter, sent on October 10, 2016.   It is our understanding that Mr. [redacted] attempted to contact Paychex via mail to resolve a "Failure to File" notice for the months of April and May 2016 from the North Carolina State Agency, but he did not receive a reply from us. To help resolve this matter, on September 30, 2016, I instructed our Tax Notice team to investigate. I copied in Mr. [redacted]’ email address on the correspondence to help ensure that he would receive any and all updates regarding the penalty as soon as they became available.  The Tax Notice team informed Mr. [redacted] on October 4 that it may take up to 15 days before he received a status update, but on Friday, October 7, the team was able to resolve the situation with no penalty assessed. All monthly returns have now been filed online for [redacted] from April through August 2016. September's return is due to the agency on October 31 and should also be filed on time.  Paychex considers this matter closed to the client’s satisfaction. Of course, if you have questions or need more information, please contact me at 866-804-5693, ext. [redacted], or [redacted]  Sincerely,   [redacted] SmithImplementation 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 that they canceled Paychex services on January...

30. A debit in the amount of $600.00 was deducted after canceling the service. They were also debited a fee for February for services not received. It was also stated that they were unsure if all tax monies have been returned.  As of this date, On January 30th, 2018, Mr. [redacted] informed the Paychex Time and Attendance department that he was canceling all Paychex Services; at that time, the Time and Attendance service was canceled. We do not have record of a client request regarding the refund of $600 for the Time and Attendance Implementation fee, but we did process this on March 7th, 2018 when we were informed of the client complaint. This refund was approved, processed, and will be sent to the client (via ACH) within 5-7 business days. In addition to $117.98 was billed for the month of February but has since been reversed. All tax liabilities have been reviewed and confirmed that Paychex is not holding any open or pending amounts.  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 A[redacted] Client Service Manager

Thank you for your 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. Ms. [redacted] called Paychex on September 30, 2014, shortly...

following her termination. During the conversation, Ms. [redacted] and a Paychex representative discussed the ramifications of her termination on her flexible spending account (FSA). The Paychex representative advised her that although she had access to $438.82, she had only contributed $95.94 into the FSA plan as of that date. When an employee who is a participant in the FSA plan is terminated, she has 90 days to submit documentation for any open debit card claims that require substantiation.Generally, we send terminated employees written notification of this timeframe. Two of Ms. [redacted]'s claims were on hold as of her termination date; however, we sent the 90-day notice to her work email address. Despite this oversight, the 90-day timeframe is outlined in the Summary Plan Description (enclosed) at the bottom of page 8. Because we did not receive the required documentation from the participant within 90 days of her termination date, the claims were deemed ineligible, and on January 5, 2015, we mailed Ms. [redacted] notification that she needs to repay Paychex $341.18 in unsubstantiated claims. . The notification was mailed to [redacted]. *, [redacted], TX [redacted]. Based on the employee's communication with Paychex, she received this letter.I regret that although this situation was the result of a misunderstanding on Ms. [redacted]'s part, we administered the plan exactly per procedure; therefore, Ms. [redacted] must repay the $341.18 out of pocket. If you have questions or need additional information, please call me at ###-###-####.Sincerely,[redacted]Executive Client RelationsEnclosures

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. 
Regards,
[redacted]