Review Time
We are a small church that uses Paychex for payroll. Not one year has gone by in which they issue correct W-2s the first time. Then they charge a fee for correcting them. This year we had a contractor who needed to be issued a 1099. We requested service from Paychex months ago. The 1099 still hasn't been issued which means we are out of compliance with tax law. Their email responses are garbled copy-paste nightmares, obviously not composed by competent English speakers.
Paychex Customer Service Isn’t What It Used to Be—
I have been a customer of Paychex for 11 years, and I wanted to share some observations regarding my experiences over the past year. I have noticed a significant decline in the quality of customer service, which has made it increasingly challenging to obtain accurate information or resolve basic issues. Tasks that were once straightforward now often require considerable time and effort, involving multiple calls, repeated explanations, lies, and transfers between departments without receiving clear answers. Very high turn over as well on customer representatives. Invoice increases without noticed high charges.
The customer service is extremely poor. It has taken months to get a callback regarding issues I've faced. Mistakes keep happening, and with constant staff turnover, I find myself explaining the same problems repeatedly, if I can even reach someone after long wait times. The overall lack of professionalism and support is very frustrating and appears to be deteriorating.
EXTREMELY DISSATISFIED!! The costs are very high and customer support is virtually nonexistent. I had 17 employees, and it cost me around $500 monthly for just two payroll runs. The onboarding experience was traumatic, and despite using the service for two years, I kept hoping things would get better, but they never did. Sick time hours were calculated incorrectly for two consecutive years. I reached out multiple times for an audit with no response. I plan to leave the service as of January 1, 2026, and switch to another platform. I truly don't understand how they are still operating.
I had a very frustrating experience trying to get information about my dental insurance. Despite calling multiple times, I received inconsistent responses. Initially, I was told they couldn't assist me and needed to contact my employer instead. Each follow-up call led to different information, and ultimately, they said they would escalate my issue to a supervisor. After waiting three days for a response, I received an email that was unhelpful and directed me to another company. When I reached out to that company, they couldn’t locate my policy and advised me to contact a different service. By then, my dental bill was overdue, and I decided to pay it myself rather than continue this frustrating back and forth. I’m already enrolled for next year, and I hope I don’t encounter the same issues again. If I do, I’ll have to consider legal action to recover the funds deducted from my paycheck.
Absolutely atrocious customer service at every level of this organization. After years of using them for everything from payroll to CC processing, we decided to make a switch in the last year due to way more affordable options like Gusto. First our payroll lady blamed us canceling on me saying I should have given her a chance to match Gusto's rates...which I did via email, and like normal, no response to my email. The 401K offboarding has been a nightmare. Paychex 401K staff will hardly respond to an email, and when they do, they provide half the requested info, or completely wrong info...then go silent. If you own a business, there are much better alternatives, trust me.
1 star because 0 stars is not an option. I had a very frustrating experience with a customer service representative named Derek. I was asking a simple question and he refused to answer because of "employer's agreement". What I was asking did not violate terms of service. His rude mannerism and refusal to assist me is certainly a cause for concern. We are paying customers and excellent customer service is expected.
My company attempted to cancel our our services, only to find over a ear later that each individual service (payroll, HR, Retirement, etc) has it's own process for cancellation. We wasted thousands paying for services that were supposed to be cancelled. Obviously they offered no help in reimbursement. They stole our money and they'll steal yours.
Bunch of morons. I called half a dozen times trying to get any sort of information I could about my dental insurance. The first time I called, they refused to talk to me and said they needed to talk to my boss. Each subsequent call yielded different answers. On the final call they said they had to elevate this 2 a supervisor. I waited 3 days for this supervisor to email me and the email basically said idk, call MetLife. I called MetLife and they couldn't find my policy and told me to call Paychex. At that point my dental bill was weeks overdue and I wasn't interested in chasing my tail anymore for those incompetent morons and decided to pay the bill myself. I'm already enrolled for next year, so I'll see if this happens again on my next appointment. If it does I'll have to sue them to get the money they take from my paycheck back. Should be no problem I'm keeping diligent records. Hopefully they get their shit together
It takes hours to contact an agent. The sign in process is a circular no-man's land. It won't let you sign in with a password and then requires you to sign in with a password in order to talk to an agent. They send you a code that expires in five minutes, and only send the code after the five minutes expires. Then they DISABLE YOUR ACCOUNT for trying to get a code too many times.
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