Paychex, Inc.

Paychex is in receipt of your letter of September
14, 2015, and complaint from *** ***, of *** *** ***, PLLC
We take complaints from our clients and their participants very seriously, and
we appreciate the opportunity to assist in the resolution of any disputeIn
summary, Mr
*** has stated that we didn’t close his account when requested
and he was charged when he should not have beenThe payroll account was closed on March 25,
2015, and he was incorrectly charged a minimum monthly billing of $49.00, which
was refunded back in MarchHis Section service was canceled on July 7,
2015, and his Time and Labor Online on September 10, All services have been canceled at this time,
and Mr*** owes no money to PaychexIf you have questions, please contact me at ###-###-####,
ext45564, or ***

Paychex has received and reviewed your communication dated December, 28, about the complaint from *** ***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***, the
client contact for our former client *** *** *** *** ***., contacted Paychex because he was unable to access to our system to run reports needed by his workers’ compensation carrier and the Department of Labor. Paychex acknowledged that Mr*** was unable to access his account information and our Client Technical Support team responded to his requestsOn December 29, we sent Mr*** the payroll records he requestedOn December 30, we were able to identify the root-cause of the issue and give Mr*** online access his payroll reports and timesheetsWe contacted Mr*** on December and January to confirm that he had online access to his information; Mr*** responded to our inquiries and said he hasn’t yet had time to go online and verify his accessWe’ll follwith him at the end of the week. We regret any inconvenience this may have caused Mr***.If you have questions, please contact me at *** *** *** ** ***. Sincerely, Christopher D*** Senior Manager, Flex Forward Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The matter of the claim has been handled with Pay Chex but my main problem with them is that every time I submit my itemized receipts to this company they immediately deny them This does not just happen to me but it happens to everyone I know who using their services I am starting to believe that it is company policy to deny everything until the customer calls to review their account This causes wasted time and energy on the customers behalf I want the company to explain why everything is denied! Why do they handle business that way? Why do when they ask you to submit something and you do what they want that they still deny you? Why do they have to make everything more complicated then it has to be? This should be a much easier process You should be able to use there "promised" services (the use of your OWN money) and make a payment, get the itemized receipt, send it over, and then get a confirmation that it is the right information Every time I have submitted something to them they deny it right off the bat This causes me to have to call the company, I have to wait on hold for minutes during my working hours to wait to speak with a representative Once I get someone on the phone they always end up telling, "Oops, we are sorry! What you sent was just fine and we will be able to except your submitted documents" Why did I even have to call? Couldn't they have reviewed that when I faxed it over and excepted it right there, why did I have to call? Also I asked the company over times (via email) to call me to resolve issues I was having with their company NO ONE ever called me I had to call them each time Even though in their emails they would always promise a call from managers or customer service reps I would like Pay Chex to resolve the issue but changing their customer service policies MAKE THE PROCESS EASIER FOR CUSTOMERS! Stop denying everything, every time some one submits something to them! Also to actually call people back when they make promises via email conversations.
Regards,
*** ***

Thank you for your inquiry regarding *** *** 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 occurAccording to our records, when *** *** began using our service, he signed
a Federal Tax Deposit Requirement form dated February 10, On the form, *** *** indicated his company was a monthly federal tax depositor, and we therefore set up his account in the Paychex system as suchWe made monthly deposits until May 2014, when *** *** provided us with a copy of an IRS notice indicating his business should have been set up to deposit semi-weeklyWe then changed the filing frequency to semi-weekly*** *** states that he has now received penalty notices for first and second quarters totaling $3,for late payment of taxes*** *** Client Services Supervisor, contacted *** *** Friday, September 5, 2014, to discuss the situation*** *** advised *** *** that as a good will gesture, we would work directly with the IRS to attempt to have the penalty and interest returned to himHe was also advised that it may take some time on the IRS to review the situation, but we will provide updates as they become availableIf you require additional information or have questions about this complaint or our resolution of this complaint, please feel free to contact me at ***
Sincerely,
*** ***
Senior Client Relations Analyst

Thank you for your inquiry regarding *** *** *** LLCPaychex 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 *** was sold the HR Essentials service based on the
expectation that we would review their existing handbook which is not our business modelThis lead to their dissatisfaction because the handbook we were able to provide did not include the industry specific policies they are expected to comply withDue to this *** never finalized their handbook and are now requesting a full refund.As of this date, *** has been canceled and we will be issuing a full refund of the base admin and per employee fee totaling $1,The client can expect the funds to be returned to their account by Monday, October 2nd.I believe the matter to be resolved to the client's satisfactionIf you have further questions, you can contact me at ###-###-####.Sincerely,Estella S*Supervisor

Thank you for your inquiry regarding *** ***Paychex takes complaints very seriously, and we appreciate the opportunity to help resolve any disputes that may occurCOBRA Participant *** *** receive a rate change notice for a higher premium in errorAfter researching this matter, we
did discover that she was overpayingShe is currently paid through February with a credit of $towards March We are refunding her all premiums past January So she will have the funds until her premiums are due. Lastly, due to the death of her husband, she is eligible to stay on COBRA until 6/30/Paychex considers this matter closedOf course, if you have further questions or need additional information, please contact me at *** ** ***.Sincerely, Stephen S*** COBRA Service Center Supervisor

Thank you for your inquiry regarding *** *** *** *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. On April 18, 2017, *** *** *** contacted Paychex Retirement Services to question why he was still being billedOur 401(k) representatives advised *** *** that there were still funds in the plan, and Paychex would continue billing until participants removed these fundsThe representative stated to the client that billing would continue until we received the termination paperwork back.I called *** *** on January 12, and again on January and had two leave two voicemailsFortunately, he called back the week of 1/15/and I agreed to credit the account for everything charged to the bank account from April 2017, when he attempted to terminate services*** *** is aware of the credit and agreeable to it; and if he has further questions he can reach out to me directly.I believe this matter to be resolvedIf you have further questions, you can contact Dan M*** ** *** *** *** ** ***. Sincerely, Dan M*** Paychex 401(k)/SClient Relations Management

Thank you for your inquiry about *** *** *** *** ***and Mr*** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur. It is our understanding that Mr***
attempted to contact Paychex on September 12, via email to resolve a "Failure to File" notice for the months of April and May from the North Carolina State Agency, but he did not receive a reply from usTo help resolve this matter, on September 30, 2016, I instructed our Tax Notice team to investigateI copied in Mr***’ 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*** on September that it may take up to days before he received a status update, but on Friday, October 7, the team was able to resolve the situation with no penalty assessedAll monthly returns have now been filed online for *** *** *** *** from April through August September's return is due to the agency on October and should also be filed on time. Paychex considers this matter closed to the client’s satisfactionOf course, if you have questions or need more information, please contact me at *** *** ***, or ***. Sincerely, *** Smith Implementation Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This does not address the matter of the unreasonable fees I have been charged. The check was sent back over a week ago and I have heard nothing. I only have a limited time to set up my new IRA account with the funds from this 401K. They are not clear when disclosing fees that may be charged when closing an account or requesting a check. They are not clear on fees that will be charges when you use certain funds or buy or sell funds. I had close to 90K in my account and now I have around 80K. Where did the 10K go? Everything is unclear and now to be told I will be charge $to $for requesting a check not once but twice because they did not do it right the first time is ridiculous. I was only given the option of using the telephone automated system to request my check and they said I hit a button I was not supposed to? How can I prove different? I would like my IRA roll over check and the fees to not be extracted. Thank you! I would also like a full disclosure of what money was taken out of my account and why.
Regards,
*** ***

Thank you for your inquiry regarding *** *** *** 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 *** *** ***stated they had been struggling to get the company address
updated on all W2’sIt is to my understanding that this item has been completed and all W2’s have been correctedPaychex must match the business legal address to the IRS recordsWe received form F8822b from your company and with this form Paychex was able to update your legal addressAfter the address was updated, we reprinted all W2’s and have confirmed delivery to your place of business. At this time your account all items mentioned in this complaint have been correctedPlease let us know if you need anything else, we are always happy to helpIf you have further questions, you can contact me at (*** *** or your Payroll Specialist, Albert H*** ** *** ***. Sincerely, Ellie M*** Client Service Manager Paychex Inc

Mr***, the President of *** ***'s *** (GSM), spoke with the IRS todayThe IRS will be mailing a log of events which begin in that led to the IRS's notification letters later in regarding Form 941s that were missing and should have been filed with each of the quarterly payments in made by PaychexThe IRS estimates it will take ten to days for GSM to receive their log detailing the events in question. In a nutshell, the IRS says the problem started with and continued because:Paychex paid GSM's taxes "quarterly as payments" when they shouldn't have, and becausePaychex failed to pay GSM's taxes as one annual payment as IRS had originally instructed, and becausePaychex failed to file any type of tax form for GSM (or 941s) by the January 31, deadline. Because of the above mistakes by Paychex, the IRS agent said the IRS system new nothing else to do other than to retroactively apply a filing status to and begin issuing warning letters to GSM later in that forms were missing for the four quarterly payments made by Paychex in 2015. So, it was Paychex's actions that were in error from the beginning when they made quarterly payments for GSM, all the way through to the end when they failed to file any type of tax form for GSM by the IRS deadlineGSM will scan and email a copy to the Revdex.com of the IRS log and comments as soon as they are received Respectfully, *** ***, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Govt said that the 1st quarters were not paid, 4th quarter was paid I never changed anything as far as the service I was supposed to be receiving Fourth quarter was when they changed my specialist and taxes for that quarter were sent in Attached are a couple of my monthly bank statements You will see a line item of PAYCHEX Taxes and another for payroll I have more docs provided by paychex if needed
Regards,
*** ***

Catherine S*** is correct that I signed the Service Agreement formBut nowhere on the form is there any place reflecting the feesI was only told of the setup fee of $by paychex representative Stuart K***Mr K*** never told me of the Monthly Administration feeIf you look at the service agreement form that Catherine S*** attached to her response you'll see that there is no place for fees on the agreementIt is on the Discount Request Approval form where the fees are listedThere is no place on the Discount Request Approval form for any signatureOn that form MrK*** just asked me a few questions about what color binder I would like and a few other questions, but again never told me about a monthly service feeMr K*** never handed me the page form and as you can see there is nowhere on the form for any signaturesThis is where I was taken advantage ofAfter reading other complaints on the Revdex.com website, I see that the same thing has been happening to other Paychex customersThis is without a deceptive business practice that Paychex tries to get away withSo again I would like my monthly administration fees reimbursed totaling $ I hope we can settle this without any legal action Thank You, *** ***

Thank you for your inquiry regarding *** *** ***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 occurWe've spoken with the agent for *** *** ***The *** ***
*** taxes were paid initially at 9.76% as part of a "new business rate." Once the business became established, the state changed the rate to 1.22%Due to the initial higher rate, the tax was overpaid by $782.70, leaving the client with a credit that the agent informed us needs to be used for future liabilityPaychex will reduce the amount we collect for taxes and the amount we remit to the agency on your behalf until the overpayment is applied in full.Regarding the *** *** payments, our records indicate that the client had employees under *** *** through July of The client then contacted us and informed us that all employees would be covered under *** ***Once the client stopped processing payroll under *** ***, we stopped payment to the *** agencyWe hope this clarifies the situationWe have waived the client's February payroll costs and would like to offer another free month as wellIf you need additional information, please contact me at ###-###-####, ext***I appreciate the opportunity to serve your payroll needs and thank you for your business.Sincerely,*** ***Senior Executive Client Relations

Thank you for your enclosed inquiry regarding *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurWe have reviewed the details of Mr***'s complaint at our corporate office, and
will continue to monitor this client's account to avoid a recurrence of these eventsIt is our understanding that Mr*** worked with *** *** (Paychex Greensboro client services supervisor) and the issues outlined in the Revdex.com case *** have been resolved to Mr***'s satisfactionIt is also our understanding that there are no outstanding issues at this timeIf you have questions or need additional information, please call me at ###-###-####Thank you for your assistance.Sincerely,*** ***Senior Executive Client Relations Analyst

I have reviewed the response made by the business in reference to complaint ID , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. This is completely falseHow would the New York State Insurance fund
all of a sudden make our plan a direct billWe were told specifically
by Sebastian C*** and the insurance rep that we couldn't get a direct
bill program from the insurance fund and that it had to be through
PaychexI called Sebastian when we received this bill in the mail
because we were not aware that this insurance was not cancelled along
with Paychex servicesI called Sebastian C*** several times as well
texted and emailed with no responses after telling me he would follow
upPaychex never sent us anything nor let us know they we'd still be
tied to an insurance planWe received a notice stating we owed months
of insurance payments that we were not aware ofThis has reflected
negatively on us and we need this fixed.
Regards, *** ***

Thank you for your inquiry regarding *** *** *** *** ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Mr*** *** of *** contends Paychex made several errors
administering the 401(k) Profit Sharing Plan and Trust***'s employer contributions were scheduled to be calculated and collected monthlyDue to the transition to the Paychex payroll-integrated platform (Paychex PEO), we did not initially calculate employee wages correctly from January through April 2016; however, these wages were updated and properly reflected, and as of this date all related employer contributions have been calculated and collected appropriately. Our research shows that Paychex incorrectly charged *** January and February administrative feesWe returned these funds totaling $to ***'s bank account on February Based on conversations with Mr***, we also reduced administrative fees from $to $monthly and further provided a $credit to ***'s bank account on June 16.I am sorry Mr*** became dissatisfied with our servicesPaychex always strives to explain our administrative fees and billing practices to clients so they understand the process, and I regret any miscommunications that occurred with ***As a gesture of goodwill, Paychex will return the $2,setup fee Mr*** has requested. We believe this complaint to be fully resolvedIf you have further questions, please contact me directly at 727-556-2812, ext***. Sincerely, Robert L*** Senior Manager PEO Service

Please review the attached document. Kind regards, *** *** Paychex Client Relations/Client AdvocateJanuary 20, 2017Revdex.com, IncBryant Woods South Amherst, NY Attn: ***, Complaint HandlerRe: Patient Advocate for You, LLC Case:
***Dear ***:Thank you for your inquiry from *** *** with Patient Advocate for You, LLCPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.Mr*** contacted you about an invoice Patient Advocate for You, LLC, received after leaving PaychexThe invoice in question showed a refund to Patient Advocate for You, LLC, based on an audit of escrowed taxes that Paychex conductedIt appears that Mr*** assumed that this invoice was a charge for an amount due rather than a refundWe called Mr*** to explain this on January and 12, but his voice mailbox was fullWe regret any inconvenience this misunderstanding may have caused.We believe this matter should now be closedIf you have further questions or need additional information, please contact Darren M*** Senior Manager, at ***, ext***, or ***Sincerely, Marisa B*** Area Manager

Please review the attached documentKind regards, Mieux W*** Paychex Client Relations/Client AdvocatePaychex has received and reviewed your communication dated February 28, about the complaint from *** ***Paychex takes complaints from our clients very
seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.On March 6, Paychex contacted Mr*** to discuss the matterWe’ve since worked out a satisfactory resolution with our client.Thank you for bringing this to our attentionIf you have questions, please contact me at ###-###-####, ext***, or ***.Sincerely,Shannon B*** Area Manager

Thank you for your inquiry regarding *** ** ***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,
which asserts that MrButch *** was expecting a refund of monthly service fees for one of his companies that terminated FSA Section services with PaychexI contacted Mr*** on May 18, 2016, to discuss his concernsAt this time Mr*** stated that he is satisfied in knowing that Paychex will refund a total of $1,We are awaiting a determination from Mr*** on which bank account he would like us to creditOnce he has confirmed receipt of the refund, the issue will be resolved. 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 918-663-2221, ext***, or at *** Sincerely, Tricia *** Area Manager, HR Service