Paychex, Inc.

Thank you for your enclosed 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.In his letter, Mr. [redacted] states that Paychex did not return funds of $550.00 that...

were incorrectly withdrawn from his bank account after her Paychex account had been canceled.Prior to receiving your letter, Paychex had resolved all payroll outstanding issues with Mr. [redacted], including the reimbursement of funds in the amount of $211.60, on January 15, 2015.Our response with regard to Mr. [redacted]’s concern that he has been charged 401(k) fees following his request to terminate the [redacted] Inc. 401(k) Profit Sharing Plan & Trust. Per the Retirement Services Agreement, Paychex continues to provide services to the Plan until such time as all assets have been distributed and continue to bill the monthly administrative charge.Mr. [redacted] canceled 401(k) on January 13, 2015. As a courtesy, the monthly fee for 401(k) was waived for January but client was advised that until all funds are disbursed the monthly fee would be charged going forward. Client was billed $200.00 on February 3, 2015. Mr. [redacted] called 401(k) on February 6, 2015 inquiring about the charge and was advised again that all funds need to be disbursed or the monthly fee will continue to apply.If you have questions, please feel free to contact us at ###-###-####. We are available to assist you Monday through Friday between 8:00 a.m. and 8:00 p.m. ET.Sincerely,Paychex Retirement Services

Dear [redacted]:Thank you for your enclosed 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.In her letter, Ms. [redacted] states that she has not been...

able to use the Paychex Flex website, as it locked her out. Additionally, Ms. [redacted] expressed she has not yet received her 2014 Form W-2 and would like us to send it to her directly.Prior to receiving your letter, Paychex had resolved all outstanding issues with Ms. [redacted]. We determined that Ms. [redacted] was not able to access the Paychex Flex website because she entered incorrect information during the login process, along with a slow internet connection we assisted Ms. [redacted] with the issue, and she now has access to the website.Paychex mailed Ms. [redacted]’s Form W-2 prior to January 31, 2015. We reprinted and mailed a copy of Ms. [redacted]’s Form W-2 at her request on February 5, 2015. We also securely emailed Ms. [redacted] an electronic copy of her 2014 Form W-2 that at her request. Ms. [redacted] has confirmed that her issues were satisfactorily resolved.Based on our assessment of the situation, Ms. [redacted]’s concerns have been addressed, and we believe there are no outstanding issues with her account.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]Senior Executive Client Relations Analyst

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 11, we communicated with Ms. [redacted] via email and she confirmed that she had received her amended 2014...

Forms W-2 on March 5, 2015. We regret the delay in providing these forms to Ms. [redacted] and will take the necessary measures to prevent such delays from happening in the future. 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. 44272.Sincerely,[redacted]Client Service Manager

Thank you for your inquiry from Mr. [redacted] 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. [redacted] has requested that we pay the Illinois tax...

liabilities [redacted] owes for 2nd quarter 2016. We incorrectly applied that quarter’s payment to the Illinois Department of Revenue on [redacted]’s behalf; as a result, [redacted] was charged penalty and interest.  In a telephone conversation on December 12, a Paychex representative told Mr. [redacted] that Paychex paid the agency for the penalty and interest [redacted] was charged, but [redacted] is responsible to pay the tax withholding to the agency.   Thank you for the opportunity to address these concerns. We are sorry for any misunderstanding and will continue to work with [redacted] to come to a resolution.   If you have questions, please contact me at 630-505-0400, ext. 5249004, or m[redacted]@paychex.com.  Sincerely,   Melissa [redacted]Manager, Client Service

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] Inc stated “On June 29, 2017, we...

canceled our payroll service with this company in writing (via email) to our payroll rep. He acknowledged via email of receipt of email, On July 10, 2017, we were charged a minimum monthly fee of $58.00. When contacting the rep about it, he stated he would reverse the credit. Up to date we have not received any refund of that amount. In addition, we were charged an additional $30.00 on July 7, 2017 for a minimum charge for our worker's comp coverage even though we had switched agents of record over to ADP in June. Both fees have not been reversed even though said representative stated that it was a mistake and it would be reversed.”  As of this date, The Minimum Monthly Fee of $58, which was initially submitted as a credit to the clients’ invoice, was processed as a refund on August 18, 2017 and was shown as refunded as of August 25, 2017, to the clients’ business account.  In regards to the concern involving workers’ compensation policy [redacted] 03/21/17-03/21/18, this policy was canceled by the carrier on 07/14/17 effective 07/01/17. A $30.00 collection did occur on 07/07/17 and this was prior to the Agency having knowledge that the client was canceling all Paychex services. This credit has been entered into the system and will be returned to the client’s account by 9-1-17. With the receipt of this credit, the 17-18 policy term will be closed.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted].  Sincerely,  Dal [redacted]  Market Service Manager-Sacramento

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 on 2/16/17 based upon the letter from 02/03/17 requesting this. 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. The client must contact Paychex in order to continue this process. 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 regarding [redacted] Financial 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 that [redacted] Financial LLC has been billed different amounts since starting with...

Paychex, and he was under the impression that the free payroll for referrals should have already taken effect immediately. He was also upset that there were added 401(k) fees that he was not made aware of when starting his plan with Paychex. As of this date, we've resolved the 401(k) charges and have refunded $102.50 for monies that Mr. [redacted] was overcharged. I am currently working with our billing department to check on the sales promotion, and when it will take effect for his account. I have also informed Mr. [redacted] that I will follow up with him on Friday, August 4, to confirm the promotional pricing and provide any updates I have for him at that time. I am truly sorry for the miscommunications that occurred between us, but I believe the matter to be resolved to Mr. [redacted]’s satisfaction. If you have further questions, you can contact me at ###-###-####. Sincerely, Jessica O. Client Service Supervisor

Thank you for your inquiry from [redacted] with [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that occur.We’re very sorry that Ms. [redacted] has been unhappy with the service she...

received from Paychex. We’re working diligently to research and resolve her concerns. We’ve been in contact with the California and Alabama tax agencies and have prepared submitted amended second quarter 2016 returns to California and Alabama on behalf of [redacted]. However, our client subsequently notified us of an additional correction we need to make to first quarter 2016, so we will now need to prepare and file amendments to the amended returns we submitted. We will do so and hope to have this matter resolved as soon as possible.  If we’re unable to have the penalties waived, Paychex will take responsibility for paying any penalty or interest assessments related to this matter. We will also reimburse [redacted]., for the penalty payment our client already made to Alabama. In addition, as a gesture of goodwill, we will increase our discount for payroll processing services to 50 percent for the next year.If you require additional information or have questions, please contact me at [redacted]  Sincerely, Laurie [redacted] Client Services Supervisor

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.Mr. [redacted] states he is dissatisfied with several Paychex services since joining Paychex in May 2016. Mr....

[redacted] contests that research and corrections have cost his company approximately $4,000.We worked with Mr. [redacted] to address these issues. In regards to General Ledger, we found there was confusion about what General Ledger files should have been downloaded, which may have contributed to payroll and payroll date discrepancies. We corrected the discrepancies. We researched his invoicing concerns and did not find any billing for services he did not order or that excluded an explanation of those services.  When setting up the company’s Flexible Spending Account (FSA), the sales representative anticipated the company would offer medical coverage going forward. Employers must offer medical benefits to implement employee FSAs. [redacted] did not offer its employees any medical coverage, and therefore we removed the service. Because we value our client’s business, Paychex agreed to refund [redacted] $1,700. We believe we have addressed his concerns at this point. If you have questions or need additional information, please contact me at [redacted]  Sincerely,  Darren [redacted] Senior Manager, Area Service - Core

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 CALLED the number on the message  [redacted], ext. [redacted] and the number does not exist.  I have left a few emails with the company and waiting for a response.  I did NOT receive the amount indicated that they returned, but rather a measily $16.  I have done some calculations on what should be returned .  There should be a $128.38 credit for the excess charges that were charged per month for the services I did NOT provide.  In addition, I was charged $220.45 for the month of Feb AFTER I cancelled Dec 31st.  I assume some of this is for w2, but was quoted 65 plus $6.25 per employee in which I had 9 which brings the total to $121.25, thus I overpaid again by $99.20.  I have also had a number of issues with late payements to MT revenue in which I have been charged $25 was to have that credited ( I made 8 phoine calls regarding this with no answer) and this doesnt include my time of alsmot 1 hours in phone calls, AT LEAST per pay period to get something fixed.  I have emails upon emails to prove all of the contacts I have made with this company with NO FIX.  So, for starts I would like to see $128.28+99.20+25 in a credit.  That doesn't include my $500/hr Dr wages of all of the phones calls and emails I have made., We would be in a $1000's.  I also want to be sure my W-2s are correct since I am still paying my CPA to sort through all the mistakes, and again, that is going to cost me a tons of money!   Regards,  [redacted] Pc

I’m following up to the request ([redacted]) Ms. [redacted] made in April to be added to Paychex’ Do Not Contact list. Ms. [redacted] has received additional communication from the Paychex sales team after her request. I spoke with District Sales Manager Glenn [redacted] and he confirmed that sales reps are now required to work with their district sales assistant to cross-reference their contact list with the Do Not Contact list before they send email communications.    We apologize for the error and thank you for giving us the opportunity to improve our service and processes.   If yo u have questions, please contact me at [redacted]. Sincerely,  Mieux [redacted]  Client Relations and Client Advocate

Please review attached document.   Kind regards,  Mieux [redacted]  Paychex Client Relations/Client Advocate

Please review the attached document. Kind regards,  Mieux W[redacted]  Paychex Client Relations/Client AdvocateNovember 11, 2016Revdex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228Attn: [redacted], Complaint HandlerRe: [redacted]Case: [redacted]Dear [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.This client attempted to close her Paychex account, and in doing so was billed inappropriately. We have reviewed the account and have credited the balance owed of $867.09. We truly regret the inconvenience.Paychex considers this matter closed. Of course, if you have further questions or need additional information, please contact me at [redacted], ext. [redacted], or [redacted]Sincerely, Dianna ** H[redacted] 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.Paychex does NOT take complaints from client's seriously.  After speaking with Mr. [redacted] he stated to me  that his company has had on going issues with Paychex sales representatives misleading new customers into purchasing their services with false pricing. During our conversation he stated he has dealt with this issue before with other customers. I asked him to refund my amount of $359.88 and he stated "even though you are at no fault, I cannot issue you a monetary credit". He begged me to stay on with Paychex and explained he would take "big credits" off my statement.  Why would I want to do business with a company that extorted $359.88 from me? I find it very disturbing when a general manager is telling me I'm right but cant issue me my money back. All of the sales representatives at Paychex should take an ethics class.! Further more they are lying, in the previous email, it states " Mr. [redacted] understood the reason for the fees, and indicated that he was satisified with the response." This is not factual!!!
Regards,
[redacted]

Thank you for your inquiry regarding Luminous Learners that you received 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] noted in her complaint that Paychex did not...

file returns for her after she closed her account with us. She also stated that we attempted to charge her for the additional work required to perform this work.Paychex received an email from [redacted] on August 16, 2016, indicating that she'd hired a local payroll company to process payroll for the business because her lawyer had a good relationship with Fox Payroll, and she preferred the smaller local aspect. She did not mention she was closing the federal employer ID number associated with this business. As a result, we treated the closure of her account the same that we would any business leaving Paychex, including refunding to Luminous Learners all tax money we held in escrow.  I apologize for the delay in responding to [redacted], but we took appropriate action based on the instructions we received and correctly quoted the charges. We are happy to assist [redacted] and walk her through filing her final returns (at no charge). Additionally, although we do charge extra for W-2 preparation, we are not scheduled to produce any W-2s for her. We are happy to walk her through this process as well if she likes.  We believe this explanation should resolve the matter. Of course, if you have further questions, feel free to contact me at 508-698-9600, ext. 5242700, or [email protected], [redacted] Senior 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 Paychex would not stop sending her emails after...

she asked on multiple occasions to be removed from our system.  As of this date, we found the source of the emails and have removed her from the email list.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted].  Sincerely,Tyler [redacted]  Senior Payroll Specialist

Paychex is in receipt of your letter of 05/24/2016, and complaint from Lori [redacted] with [redacted], Inc. Paychex takes complaints from our clients and their employees very seriously, and we appreciate the opportunity to assist in the resolution of any dispute.Ms. [redacted] is disputing the $1,200.00 transfer fee for Paychex clients who leave Paychex payroll and 401(k) services. Paychex previously notified our client of the $1,200.00 transfer fee stated in the Retirement Plan Fee Disclosure Statement available on the Paychex website.Ms. [redacted]’s complaint was that the fee was charged to her business account with no details or correspondence from Paychex. On May 3, 2016, Paychex spoke with Ms. [redacted] about the $1,200.00 fee that was originally charged from the plan assets. She indicated that she wanted the funds to be returned to the plan and verbally gave authorization to collect from the business bank account. On May 5, 2016, Paychex received the enclosed signed letter of direction on company letterhead directing us to collect the $1,200.00 from the business bank account.  I have since spoken with Ms. [redacted] and reviewed this matter with her.  I also reviewed with her the process of transferring funds to her new record keeper, as well as provided a 957 report with the details of the wire transfer. We believe this issue is now resolved. If you require additional information or have questions about this complaint or how Paychex handled it, please feel free to contact me at 800-472-0072, ext. 65788.  Sincerely,  Mary S[redacted]  Client Relations 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.
A representative from Paychex has contacted us and we are trying to resolve the issue but it has not come to an end yet. They claimed to have fixed the error with the IRS but have not provided us with documents proving their claim. Therefore, our issue is still pending.
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.[redacted] has rejected the original resolution and asked for additional verification that their audits were accurate and a summary of funds collected. The first letter detailed the specific collections as requested by [redacted]. To accommodate this additional request, I’ve attached the carrier audits for each policy term with the corresponding statement of premium collections as produced from our system. In comparing these documents for each of the policy terms, it can be noted that the total collections from the client match the total premium due for each policy period. Each of these policy terms is whole and considered closed by Paychex. In the previous response, I noted that the service fees (December 2014 to present) were refunded to [redacted] via a check for $189.00.I do apologize on behalf of Paychex for the frustration [redacted] experienced as a result of these transactions. [redacted] has revoked EFT authorization, so any collections for the current audit balance due will now be a matter between the client and the carrier, [redacted]. We consider the issue to be resolved. Of course, if you have questions, please contact me at [redacted], or mp[redacted]@paychex.comSincerely, Mary [redacted] P&C Operations Manager

Thank you for your inquiry 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. As Mr. [redacted] stated in his letter, he had a change of business status in July 2009 from a sole...

proprietorship to a LLC. As a result, we refunded the third quarter 2009 liability we had collected that was not yet due to the tax agency for his sole proprietorship employer identification number (EIN) ending in [redacted]. We also sent him the enclosed letter, detailing the refund and explaining that he was responsible for remitting all future returns and liability payments for this EIN, including those for third quarter 2009, because we no longer held Power of Attorney for that business entity. Based on the circumstances, Paychex cannot accept responsibility for the penalty and interest incurred due to the late payment. I regret any inconvenience this matter may have caused. If you require additional information or have any questions regarding this complaint or Paychex’ resolution of this complaint, please feel free to contact me at ###-###-####.Sincerely,[redacted]Executive Client Relations