Paychex, Inc.

We have reached out to this client multiple times with no responseThe resolution was that we are giving back $to the clientThe question is if they want the funds deposited to their account or credited to a future invoiceThe local manager has reached out yet againIf we don’t hear back by the end of this week, the manager will select a method

Re: *** ** ***
CPA PC*** ***Case
No. ***Dear
***, In response to Ms***’s most recent
complaint attesting that she wasn’t notified of charges and pricing increases.Paychex notifies clients of price increases by
including letters with payroll packages and posting notifications on our
websiteI attached the letter we sent to clients in April about changes
to pricingMs*** receives her reports online and notification
remains there for several weeksPaychex makes multiple attempts to notify
clients of changes to pricingThe preparation of Ms***’s Forms
W-didn’t fall within the 30-day promotion where Paychex offered free
processing for Forms W-2; therefore, we charged her company a processing
feeThe promotion was not a contracted price and there was no paperwork to
sign to guarantee the price beyond the 30-day windowWe regret any misunderstanding, but we stand by
our decision not to refund Ms*** the cost of preparing her Forms W-If you have questions, please contact me at ###-###-####,
ext5146202, or ***Sincerely,Karen G***Senior Branch Manager

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me if they actually do what they adviseThey advise they issued a refund on 5/but they usually do this as a credit to my account and there is no creditIf a check was mailed, please adviseRegards, *** ***

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’m writing about the $shipping and handling fee *** *** referenced in his complaint with your agencyThis fee reflects our cost and the care we take in preparing and providing our clients with an organized package of quarterly reports, copies of tax returns, and other important wage information. This fee was included in the price proposal we presented to *** *** ***, on December 23, However, the Paychex sales representative noted the company contacts would receive quarterly returns and reports via the Online Reports website because they didn’t want to receive paper copies, and therefore would have the fee waivedDue to an administrative oversight, we sent paper copies of the returns and reports and billed *** *** the fees associated with that processIn July, Mr*** spoke with his payroll specialist about the situation; as a result of that conversation, going forward, the company will receive all quarter-end materials via the Paychex Reports Online website, and we will not charge any fees for this processThe only exception would be if quarter-end or year-end tax filing preparations require the filing of a non-electronic return with a signature. I appreciate the opportunity to address Mr***’s concerns. If you have questions, please contact me at 804-418-6600, ext5142400, or ***. Sincerely, John *** Market Manager of Service

Re: *** *** ***Case: ***Thank you for your inquiry regarding *** *** IncPaychex takes complaints from our clients veryseriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.We have reviewed the details of Mr***'s
complaint at our corporate office, and have determined that wewill be issuing a full refund of his fees and contributionsAfter speaking with the client we determined thatthe complaint has been resolved to the client's satisfaction.If you have questions or need additional information regarding this complaint or Paychex' resolution of thiscomplaint, please call me at ###-###-####Thank you for your assistance.Sincerely,AJohn W*** **Paychex Relations ManagementPaychex Retirement Services

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. Our records indicate that Ms. [redacted] called our offices on April 7, 2015, to...

begin the loan request process. On April 8, we mailed her the loan paperwork she requested to the address listed on file. Ms. [redacted] called back on April 10 about the status of her loan and was advised to sign and return the paperwork before the process could begin. She completed the paperwork on Friday, April 10. Paychex offers loans within five business days of the completed paperwork being received. Ms. [redacted] received her funds four business days later, on Wednesday, April 15, through ACH. We believe this issue has been fully resolved. If you have questions or need additional information, please call me at ###-###-####, ext. [redacted]. Thank you.Sincerely,[redacted]401 (k)/S125 Client Relations Representative

Dear [redacted]:
 
Thank you for your inquiry regarding [redacted], LTD. 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 Paychex Retirement Services did not make requested plan changes for this client.
 
Our records to show that the client contacted Paychex several times from late September until December to implement a change to their 401(k) plan. Paychex was not able to implement this adjustment because of another requested change that was already in process for the client’s account.
 
On December 16, 2014, Paychex spoke directly with Mr. [redacted] regarding the changes for the 401(k) plan and was able to work with the client to implement the changes to the plan. At this time, Mr. [redacted] has the direct contact information for a senior member of our service team who will work directly with him, now, and any time he wants to implement changes to his plan.
 
This letter shall confirm that Paychex has fully resolved this complaint with Mr. [redacted], and it is our understanding there are no outstanding matters. It is also Paychex’ understanding this Revdex.com complaint was filed prior to Paychex and Mr. [redacted] reaching resolution. 
 
Of course, 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 ###-###-####.
 
Sincerely,
[redacted] W [redacted]
401(K)/S125 Client Relations Representative II

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. Our client contests that Paychex needs to honor the services they paid for and...

correct and file the 2016 Q3/Q4 filing, pay the 2016 Q3 tax deposits, pay the missing Q1 2017 tax deposit, pay the penalties that were levied against them, and issue them a refund for all the over payments.In July, Paychex has addressed the following and has provided resolutions or updates of where we are in the process of providing a resolution as shown below:? Paychex must issue refund for double billing – total amount due $1,780.76 payable to [redacted] – [redacted].o This refund was issued electronically back to the bank account on file; [redacted] ending in [redacted].o Client requested a physical check be issued for the refund since they no longer have that bank account and any refunds issued need to be mailed to[redacted].o Currently being corrected so a check is mailed instead of the electronic payment.? Paychex must file/move 2016 Q3/Q4 filings and related tax deposits $11,771.69, pay any penalties levied by Employment Development Department (per EDD penalty amount will be calculated after filing is received) and/or IRS, under the correct [redacted] tax identification number [redacted].o Paychex is currently in the process of working through these details and will provide copies of updated returns and confirmation that returns have been filed to the client.o Paychex will review both Q3 and Q4 for both companies to ensure all returns and liabilities are accurate.? Paychex must confirm that 2016 W2s were indeed filed, if not, Paychex must file and pay any penalties due.o Paychex has confirmation that 2016 W2s were filed by our amended returns team? Paychex must pay missing 2017 Q1 tax deposits – total tax amount $3,618.05 - and IRS penalties - $54.17 + 28.21 – total penalty amount $82.38 – total amount due $3,700.43 payable to [redacted] – PO BOX 7694 Fresno, CA 93747o Paychex will need to confirm the below totals, but here is what we are currently showing for tax collections and payments? Q1 Federal Liability - $7,721.12? Paychex Collected and paid - $5,940.12? Amount remaining - $1,781.00? Q1 FUTA Liability - $126.00? Paychex collected - $126.00? Paychex refunded (because it did not meet the threshold) - $126.00? Q1 California Income Tax and Disability Liability - $1,276.01? Paychex collected and paid - $1034.30? Amount remaining - $241.71? Q1 California Unemployment Liability - $735? Paychex Collected and paid - $735? Paychex shall not file any 2017 Q1 reports directly to the IRS - a corrected report will be filed by [redacted]s current payroll provider.o If returns were filed by Paychex they would show zero wages so no action may be required. I will review with our Taxpay team to ensure no further issues arise thus.We feel we are addressing [redacted] complaints, and will continue to work with our client to resolve any outstanding issues. If you have questions, please contact me at [redacted]Sincerely,  Paul [redacted] Client Service Supervisor

Dear [redacted]:Paychex has received and reviewed your notification dated 06/12/2016 about the complaint from [redacted]. Paychex takes complaints from our clients and their participants very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.We...

received [redacted]’s election form and processed it on January 4, 2016. His election form wasn’t accompanied by payment or the required carrier election form; therefore, we emailed Mr. [redacted] on January 7 to request that he complete the carrier form and send it to us. On January 14, we sent a follow-up letter to Mr. [redacted], again requesting that he complete and return the required carrier form.We included a carrier form in the email sent on January 7 and the letter sent on January 14, and in both communications we explained to Mr. [redacted] that without the required form we wouldn’t be able to enroll him in coverage with the carrier.While we were waiting for Mr. [redacted] to send us the completed carrier form, we identified that the rate Mr. [redacted] was provided for the coverage was incorrect. We subsequently corrected the rate in our system and sent Mr. [redacted] a letter and payment coupons reflecting the correct cost for his coverage. Although Mr. [redacted] did make a payment, he failed to send in the required carrier forms necessary for his coverage to be activated with the carrier.In April, we contacted the carrier to inquire about obtaining coverage for Mr. [redacted]. The carrier informed us that because Mr. [redacted] didn’t return the required forms on time, they’d only be able to provide coverage effective March 1, 2016.On April 18, we sent Mr. [redacted] a letter letting him know that if we received the form by April 26, the carrier would enroll him effective March 1. Mr. [redacted] called the COBRA department on April 26, again asking about his coverage. We emailed Mr. [redacted] on May 2 to once again request the carrier form. Mr. [redacted] responded that he was unable to email the form to us but would be able to fax it. On May 6, we informed Mr. [redacted] that faxing was acceptable; however we have no record of the form being faxed to us.Despite our multiple attempts to obtain a completed form, Mr. [redacted] did not send the required carrier form to the COBRA department. As a result, his coverage was not reinstated with the carrier. On June 1, 2016, we refunded Mr. [redacted] via check for all payments he sent us for coverage.Due to Mr. [redacted]’s failure to provide the required forms within the requested time frames, we’re unable to have his coverage reinstated with the carrier back to January 1, 2016, as he has requested.If you have questions, please contact me at [redacted] or [redacted].  Sincerely,  Jennifer [redacted]  PIA Cobra Processing Supervisor

Thank you for your inquiry regarding [redacted] Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that [redacted] Inc. stated that they had an incident that...

involved about 20 employees receiving extra vacation time on their paystubs. They also stated that Paychex was not responding or wanting to fix the situation for them. As of this date, I have reached out to John C[redacted] at [redacted] Inc. and assured him that we will get everything corrected and also go back to audit previous years to see if this problem occurred prior to this year. We are currently reviewing this current year problem with their August check date and will have all balances corrected and showing correctly on their next check stub.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted] ext [redacted]  Sincerely, Marin S[redacted]  Client Service Manager  Paychex Inc.

I definitely want the refund of $10. But this has happened so many times in the past. You tell me what kind of solution is required for this repeated and knowing deceptive practise. I spend far more than $10 to have this kind of issue resolved.

Thank you for your inquiry regarding [redacted] and his concern regarding
discount terms. 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] & Gulf
American...

Lines have been Paychex clients since 2006. We discussed discount
terms with Mr. [redacted] when the company started on our payroll service.  On May 1, Paychex implements an annual price increase every year. We communicate
the rate increase in April to [redacted] & Gulf American
Lines through email to the primary contact on the account, through a payroll
package stuffer, and through the login page of our online service portal. We
also inform [redacted] & [redacted] of the cost
of Forms W-2 preparation in our year-end preparation newsletter. We encourage
our clients to talk about pricing concerns with their Paychex representative. According to notes in our system, here is a timeline
of events: On January 22, 2013, Branch Manager Lynette L[redacted], sent Mr. [redacted] an email
prior to [redacted] & [redacted] transitioning its
two accounts ([redacted] and [redacted]) to the Core payroll platform. She noted
the following billing items in the email: “Pricing for 38 employees $96.78 and 32
employees $90.97 W-2 for 2013 will be discounted 50 percent for both client ID's.” On February 4, 2013, both accounts transitioned to the Paychex Core platform.
However, the discounts were inadvertently delayed. Mr. [redacted] emailed Ms.
L[redacted] about his concerns. On, February 22, 2013, in reference to the February 5, 2013 invoices, Ms.
L[redacted] emailed Mr. [redacted] to confirm we didn’t charge the discounted price to
process payroll for both accounts. The fee to process 39 employees under
account [redacted] should have been discounted by $61.22; and the fee to process
30 employees under account [redacted] should have been discounted by $54.20. On February 22, 2013, Paychex offered [redacted] & [redacted] a 40 percent discount for one
year ending February 22, 2014. On April 22, 2013, Paychex added an additional
4.2 percent discount to both accounts to offset the May 1 price increase. On March 12, 2014, Mr. [redacted] forwarded an email to Paychex supervisor Laura
W[redacted] addressing the fees he was charged for his 2013 and 2014 Forms W-2. The
email was about the delay in implementing Ms. L[redacted]s January 22, 2013,
agreement to discount Form W-2 for the 2013 calendar year by 50 percent. After reviewing
the situation, Ms. W[redacted] credited account [redacted] for $211.50 and account
[redacted] for $133.29; for the oversight, Ms. W[redacted] extended the 50 percent
discount on Forms W-2 to calendar year 2014. In a follow-up email to Mr. [redacted], Ms. W[redacted] explained that pricing is
evaluated each year, and the discounts we put in place are for a specific
amount of time.On the March 15, 2015 invoice for account
[redacted], Paychex labeled a credit of $61.22 as "payroll adjustment."
On the March 15, 2015 invoice for account 17042522, Paychex credited $54.20,
also labeled "payroll adjustment."When Lynette L[redacted] conveyed the pricing in
January 2013, her quotes were for payroll pricing prior to the May 1, 2013 rate
increase and included the initial discount. It is customary practice for
Paychex to offer discounts for one year unless otherwise specified; this was
also communicated to Mr. [redacted] in the email from Laura W[redacted] in March 2014. In good faith and for appreciation of our long
relationship with Mr. [redacted], we would like to offer a credit for the time
period between when the discounts were first implemented and the May 1, 2014
and 2015 price increases. The total credit is $516.65, which is the amount
Mr. [redacted] would have saved if the discounts at 44.2 percent from March to May
1, 2014 and 35 percent from March 2014 to May 1, 2015 were continued. If you have questions, please contact me at
336-841-5600, ext. 24375, or [email protected], [redacted] Branch Manager

Thank you for your inquiry about Approved Cash Advanced. 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. [redacted] contests that Paychex did not handle his company's migration from one Paychex platform to another in a satisfactory manner. I contacted Mr. [redacted] on Friday, June 3rd to review his concerns. At this time, we  compiled a list of items that we must address. I have scheduled daily conference calls  with Mr. [redacted] to review the status of each item and provide updates on resolution.The communication will continue until all matters are resolved to Mr. [redacted]'  satisfaction.   If you require additional information or have questions about this complaint or Paychex' resolution of this complaint, please feel free to contact me directly at (866) 804-5742, ext. [redacted] , or at [redacted].   Sincerely,   Christopher D. [redacted]  Senior Manager, Preview Service

Thank you for your inquiry regarding [redacted], [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 he has contacted Paychex on...

4 different occasions to get his W2 tax information and has not been able to get the information requested.As of, 3/21/2018, the W2 tax information has been sent to the email address that Mr. [redacted] provided. I have spoken with Mr. [redacted] and he is aware that it was sent.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, please feel free to contact me.   Sincerely,  David M[redacted] Client Service Manager

Thank you for your inquiry regarding [redacted] Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.It is my understanding that [redacted] Inc. stated that they...

provided their 30-day cancellation notice to cancel their Non-payroll ASO HR Services but continue to be billed for the service.As of this date, in reviewing the background of this situation I wanted to share that an HR Advisor had received a call from the client in December inquiring about cancelling the service. That message was relayed to [redacted]’s HR Generalist, [redacted], who placed several follow up calls and emails to [redacted] without receiving a response. The 30-day written cancellation notice was received on 1/12/18 from [redacted] and we process the cancellation to code the account lost in February. I personally received a voice message from [redacted] on 2/19 inquiring about a recent bill they received in February. I called [redacted] back both on her cell phone and the office, but was unable to reach her and left her messages on both lines, but did not receive a response back from [redacted].To bring a satisfactory resolution to this situation, we have issued a credit/refund back to [redacted] Inc. for their admin fees in January and February. The January fee is being credited in the amount of $1,515.45 and the February fee is being credited in the amount of $1,515.45 back to the client’s bank account (please allow 7-9 business days for it to reflect in the bank account). My sincere apologies for the dissatisfaction you experienced with our service and I hope you find the corrective steps taken to resolve this matter satisfactory.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####.Sincerely,Nicholas F**Area Manager – HR Services

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 was...

notified in January 2018 that 3 employees were no longer exempt from Social Security and Medicare taxes for 2017. The taxability for the wages and the taxes reported on the original 2017 Form W2 needed to be updated and filed accordingly with the appropriate agencies. [redacted] advises that they are still awaiting the correction of the Form W2 and are concerned that the employees will miss the tax filing deadline.  As of this date, Paychex has supplied the W2 correction Form W2-C for all 3 Employees to [redacted] Paychex is in process of amending Form W3 and Form 941, as well as, advising IRS and SSA of the changes the Form W2 corrections.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted].  Sincerely,  Mike D[redacted]   Client Service Supervisor

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,  [redacted]  These are false statements in regards to what has happened on my account. Ellie the account manager who responded to my Revdex.com claim has failed to do anything to assist me and now she is making false claims on my behalf.
Since this issue has been going on since August 21, 2017 I have NEVER been contacted by Paychex in regards to a levy on my account. I had to contact Paychex MYSELF on September 12,2017 once I received a notice in regards to the taxes that were due to an error made on Paychex behalf. My concern is if that they were aware of my issues way before I was then why was no resolution done to assist me or at least alert me to handle everything on my own. This is totally unacceptable.
I will now be taking legal actions due to the false allegations provided by the company.

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. Despite asking to be on Paychex’ Do Not Contact list, [redacted], Inc., was still inadvertently contacted by...

Paychex on a frequent basis.  We completed Do Not Contact paperwork for all phone numbers and email addresses we have on file for [redacted], Inc., and we expect that to resolve this situation. We also informed the regional sales manager of the request and she will notify her sales staff.  We regret any inconvenience and frustration this situation may have caused Ms. [redacted] and other [redacted], Inc., staff members.If you have questions, please contact me at [redacted], [redacted]. We appreciate the opportunity to address this complaint.     Sincerely,  [redacted]Client Relations and Client Advocate

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 the invoice for $101.75 has been paid and doesn’t want any more contact with Paychex.  As of this date, [redacted], has a zero balance with Paychex. An invoice will be created at the end of March to reflect the payment of $101.75.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at [redacted].Sincerely, Nicole B[redacted] Market Service Manager

Thank you for your inquiry from [redacted] with [redacted], LLC. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.  As Ms. [redacted] requested, we are issuing a refund to reimburse [redacted], LLC, for Paychex year-end processing fees of $100.00, as well as $99.00 for the errors on our end. A total refund of $199.00 will be refunded. We need confirmation on how Ms. [redacted] would like this issued and we will initiate this request.  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,Emma [redacted] Client Service Manager