Paychex, Inc.

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 cancelled their...

services with Paychex, but continued to be billed.As of this date, the client’s two businesses have been cancelled from our service and a refund totaling $389.15 in overcharges for both accounts has been initiated.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-#### Extension [redacted].Sincerely,Diane C[redacted]Implementation Supervisor

I
must say that I am quite dissapointed in the handling of my case.  You
simply have taken the WORD of Paychex and not looked at the facts. 
There have been NO checks or ETF distributed that you speak on in a
couple of incidences and quite frustrating that you appear to be
accepting what they stated that they have done, when clearly it is all
false.  Again, quite dissapointed. [redacted]   Thanks for your response.  I realize you can not be responsible for their actions.  I have phone calls trying to contact the company for every month of service I had with them for the 6 months on average about 12 phones calls each month.  I have to admit, until Revdex.com was involved, I NEVER got a return phone call and was consistently told "that is somone else" or "I'll have them call you" or etc.  So I appreciate you intervening.  I will email heidi to schedule a time.  But please know, I have attempted to contact this company over and over again only to have the blame pushed to someone else or have another number to call.  I have email and phone records to prove it.  I will contact Heidi and go from there.  thanks 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 stated that Paychex services have not been provided in a timely or...

satisfactory manner, resulting in financial losses as well as damage to the business's reputation, and that Paychex has not been responsive to inquiries or concerns regarding these matters. As of today, March 31, 2017, we have contacted the client and spoken by phone. Paychex is working together with the client to determine funds allocation. Workers' compensation has been restarted, and payments are caught up. We've also promised to generate a spreadsheet of payments collected and liabilities paid to send to the client by Tuesday, April 4. We have committed to [redacted] to continue to work together toward an amicable resolution, and therefore consider the matter closed. Of course, if you have further questions, please contact me at ###-###-#### or [redacted]@[redacted].com. Sincerely, Julie O. Sr. Manager, Area Service

Re:      Ms. [redacted]Case # [redacted]            Thank you for
your inquiry regarding Dr. [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 have
reached out to Ms. [redacted] to apologize that the service she received didn’t
meant her expectations. We will refund the $1,500.00 set-up fee, as she
requested. We consider this matter resolved; however, we’ll continue to work
with Ms. [redacted] to make sure we are delivering the level of service she
expects going forward.If you have
questions, please contact me at ###-###-####, ext. [redacted], or [redacted]
Thank you. Sincerely, Douglas R. Sumner District Sales Manager

Dear [redacted]:Thank you for your inquiry regarding [redacted] Preschool. 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] Preschool stated that service was requested to be...

cancelled by phone on Jan 10, 2018, with the effective date of Dec 23, 2017, and was later notified on Jan 25, 2018 that signed paperwork was required to cancel service. The paperwork was then completed and returned. [redacted] Preschool was informed that the account was closed. [redacted] received two additional invoices for $108 in the months of February and March and emailed Paychex, to which a response was received that more paperwork was needed to cancel the account. It was stated that [redacted] was then told all services were being cancelled and they would receive a refund, but later learned that their Time and Attendance service was still in effect.As of this date, the payroll account for [redacted] Preschool was cancelled in the timeframe requested. The Time and Attendance service was still in place, pending all cancellation steps being completed, and is what was prompting invoices of $108 for two months to be received. As of March 26, 2018, the cancellation request was submitted to cancel this additional service and a refund in the amount of $216 has been initiated to be received by [redacted] Preschool within 7-10 business days.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-####.Sincerely,Shanna P[redacted]Client Service 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 they were having trouble connecting...

with Paychex to make changes to a 2015 and 2016 W-2 for [redacted].  As of this date, we have reached out to [redacted], received the corrected wage information, and sent corrected 2015 and 2016 W-2s.  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at Paychex Inc, 5080 Tuttle Crossing, Dublin, OH 43016.  Sincerely,  David G[redacted]   Sr Manager, Area Service

I have reviewed the response made by the business in reference to complaint ID [redacted] and am waiting on the company to complete their findings and correct the issue. As of now, the issue is still unresolved ,but the company is communicating with our management team.  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. It is my understanding that [redacted] . stated Paychex agreed to reimburse all service fees and to return taxes collected, but continued to remove monthly service fees for services not rendered.  As of 5 September, 2017, Paychex has completed processing the cancelation of services and returned $59.00 in service fees collected in error.   I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at (585) 218-6904 or via email at [redacted]   Sincerely,     Nick [redacted] Client Service Manager, Online Services

Please refer to the attached response.
 
Sincerely,
Missy P
[redacted]Thank you for your 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 March of 2015, [redacted]., received failure to file notices for [redacted] (FL DOR) state unemployment insurance (SUI) returns for third quarter 2013, fourth quarter 2013, and first through fourth quarters 2014. These notices were forwarded to our Penalty Abatement Center (PAC) for resolution. After researching this issue, our PAC representative discovered the following:• [redacted], owner of [redacted]., contacted the FL DORin 2010 and closed their SUI account. This information was not communicated to Paychex. Our Taxpay service canceled Florida SUI from their account in August 2011. This was done as a result communication Paychex received from FL DOR to our Taxpay department.• In 2013, [redacted]., hired an employee in Florida. Paychex added the employee and initiated the restart of Taxpay for FL SUI in August 2013. Florida rejected Paychex' attempts to file the SUI returns for the previously impacted quarters because the account had been inactive. Our client received original returns to file in the quarterly packages for all quarters except fourth quarter 2013 and fourth quarter 2014. During these quarters, the payroll specialist made attempts to have Florida restarted for Taxpay. They were unsuccessful and failed to provide our client original returns to file.• Upon further research, PAC determined this to be client responsibility. PAC emailed the findings to [redacted] on March 12, 2015. She disagreed with the findings and informed PAC of her disagreement and requested further review. After a second review in April, PAC concluded again that this was our client's responsibility. PAC offered to file the missing returns for [redacted]. for a fee, but she was not happy with this resolution.[redacted]. paid $1,800 in estimated taxes, penalties and interest and then alerted the branch of their displeasure with regard to our handling of this tax issue. The branch provided the missing returns to the state at no charge and asked that PAC assist in the penalty abatement. PAC contacted the state and discovered the client had a tax of $216 due and actually has a refund pending of $360.02. PAC forwarded an abatement letter requesting the penalty and interest of $1,223.98 ($1,800- $216- $360.02) be waived.PAC also contacted the state this week and the appeal letter has been escalated to a supervisor at the state. It may take another week for the state to reach a decision. PAC noted that if the state denies the appeal, they will reimburse the client half of the $1,223.98. We are currently awaiting the state's response before we can move forward.If you have questions, please contact me at [redacted] or by email at [redacted]Sincerely,Melissa PExecutive Client Relations

Hi [redacted],
Please refer to the attached response from Paychex.
Thank you,
MissyThank 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. We have reviewed the details of Mr. [redacted]'s complaint at our corporate office, and have reached out to him to discuss all options. An explanation was provided as to why we debited the $238.60 from his account. Paychex offered to refund this amount with the understanding he would need to pay using a different method. Mr. [redacted] wanted to refer to his son and follow up with us at another time. If you have questions or need additional information. please call me at ###-###-####. Thank you for your assistance.Sincerely,Missy P[redacted]Client Relations Advocate

Thank you for your inquiry about [redacted]’s [redacted]. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that occur. Our client’s complaint stated that Paychex filed a 2015 Form 944 for the organization when we...

should have filed a Form 941. Paychex has documentation from the Internal Revenue Service that supports the filing of the 2015 Form 944 for [redacted]’s [redacted]. We filed the 2015 Form 944 on time.  We closed this client’s account in February 2016 due to non-payment. In May 2016, [redacted]’s [redacted] provided Paychex with a tax notice from the IRS stating the company should have filed a 2015 Form 941. It was at that time, after closing the client’s account, that Paychex became aware of the filing status change. It is our contention that Paychex performed tax services as agreed per our contract with [redacted]’s [redacted]. Because we do not hold Power of Attorney for this client as of February 2016, [redacted]’s [redacted] must work with the agency directly to resolve the notice.  Of course, if you require additional information or have questions, please contact me at [redacted], ext. [redacted].  Sincerely, [redacted]   Client Services Supervisor

Dear [redacted]: 
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 accept my sincere apology on behalf...

of Paychex to Mr. [redacted] for inadvertently debiting the incorrect setup fee from his company's bank account. This was done in error. 
We have since reversed the transaction and refunded the $150.00 to the business account. The refunded FUTA amount will also transfer to the business account.  We have sent a detailed report to the company's new record keeper, and Paychex will be filing third quarter 2014 returns for Mr. [redacted]. 
This letter shall confirm that Paychex has fully resolved this complaint with Mr. [redacted], and it is our understanding there are no outstanding matters.  
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]
Senior Executive Client Relations

Paychex has received and reviewed your communication dated 07/05/2016 about the complaint 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.  Ms. [redacted] was a client of...

SurePayroll, which is owned by Paychex. She called the Paychex inbound sales team on June 22, 2016, to get information about Paychex payroll services. As a result, a SurePayroll representative contacted to Ms. [redacted] in an effort to retain the account.  Ms. [redacted] was displeased that her current payroll service provider learned of his intention to explore other service options and she wasn’t informed that Paychex and SurePayroll are sister companies.  We regret the confusion this may have caused Ms. [redacted]. To prevent a future recurrence of this situation, we’ll be implementing a process to better inform clients and prospective clients of the relationship between Paychex and SurePayroll.  If you have questions, please contact me at 585-218-6045 or .    Sincerely,   Vince [redacted]  Senior Manager, National Sales Support

Thank you for your 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. [redacted] was made aware of Year end charges per the price proposal discussed with him by his sales representative when he signed up for Paychex services. [redacted] has told Mr. [redacted] that periodically we have misunderstanding that comes from sales; however Paychex Operations confirms with our clients that they understand what's included in the service package. We did agreed to issue a credit of $110.00 on December 31, 2014 to offset the NSF fees. The remaining balance are legitimate charges which is the reason we aren't able to refund the total amount. Paychex understands Mr. [redacted]'s frustration and would do our best to accommodate him if he were to return back to our services. At this point, his account has been transferred to a third party collection agency and as a result we will not be able to assist any further with a credit or refund. 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]Senior Executive Client Relations

To: Whom it may concern,  Thank you for your inquiry regarding [redacted] Tax ("[redacted]"). Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. Paychex understands that [redacted]...

[redacted] has alleged that Paychex was responsible for collecting and remitting its Arizona State taxes, but failed to do so in the proper amounts between 1/1/2015 to 8/21/2017. [redacted] claims that as a result, the Arizona Department of Economic Security ("DES") levied its account on October 4, 2017 in the amountof $17,939.23. [redacted] is requesting a reimbursement for the same amount from Paychex. Paychex was first notified of [redacted]'s claim on August 21, 2017. Since that time,Paychex has been working with Maurice W[redacted] and Jasmine W[redacted] from [redacted] to investigate and resolve its issues with its Arizona State taxes. Initially, it was suspected that the levy was related to [redacted]'s failure to provide Paychex with its correct State Unemployment Insurance ("SUI") identification number. However, Paychex confirmed that the tax payments it made on behalf of [redacted] (at the rates communicated by [redacted]  [redacted]) were applied to the proper DES account, despite [redacted]'s failure to provide Paychex with an accurate SUI identification number.  Based on Paychex's further investigation, we have found that the additional taxes owed by [redacted] to Arizona State did not arise from a Paychex error. Rather, the amountlevied by the State from [redacted]'s account was for back taxes attributable to rate  increases that were not communicated to Paychex. Contrary to [redacted]'s claims, Paychex has no record of receiving the DES tax rate notices, nor has [redacted]  provided the notices to Paychex. In any event, under [redacted]'s agreement with Paychex, [redacted] was solely responsible for communicating its tax rate to Paychex and reviewing its reports to ensure accuracy. Paychex has been attempting to assist [redacted] with resolving its State tax issues. At Paychex's request, [redacted]'s representative delivered a copy of the DES notice it had received to our Phoenix, AZ office on September 1, 2017. The local branch sent a copy of the notice to Paychex's Penalty and Abatement Center department for further investigation and assistance. During that investigation, on September 13, [redacted] notified Paychex by phone that it had received a levy notice. Paychex advised [redacted] to call the State to place a hold on its account to allow time for further investigation and potential resolution. We  understand that [redacted] failed to request a hold on its account, resulting in the  execution of the levy by the State.  Paychex denies that it offered to reimburse the client $17,939.23 to resolve this issue, as Paychex would never be responsible for paying [redacted]'s tax obligations. However, Paychex did offer to assist [redacted] by attempting to obtain an abatement for the penalties and interest assessed by the State. [redacted] rejected Paychex's offer of assistance. Paychex continues to be willing to assist [redacted] with efforts to seek an abatement and, under separate cover, we are conveying an additional offer to resolve thismatter to [redacted]. Please let us know if you need any other information or assistance from Paychex.  If you have further questions, you can contact me at [redacted]. Sincerely, Ellie M[redacted]Client Service Manager

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]

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 Paychex Insurance Agency did not notify NYS Workers’ Compensation...

Insurance Fund that they cancelled payroll services with Paychex and subsequently now have a bill for $5000.00 for insurance premiums due.  As of this date, we have reviewed the account and this policy was converted from an agency billed policy to a direct bill policy on 10/31/16 when Paychex Insurance Agency received an email from the underwriter at New York Insurance Fund stating the insured had contacted them and they were no longer processing payroll with Paychex and needed to be converted to direct bill. Upon the conversion of the account to direct bill, payment of the policy premium became the sole responsibility of [redacted] Inc. and processing payroll with Paychex has no connection to the premiums due to New York State Insurance Fund. [redacted] will need to work directly with New York State to determine the root cause of the pending due funds.  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 S[redacted]  Property and Casualty Operations Manager

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.The owner of [redacted], states that Paychex did not set up a...

payment plan for payroll as she requested.  Paychex is unable to set up this plan due to a recovery situation on Ms. [redacted]’ account.  In February, Ms. [redacted] asked Paychex to process a payroll dated February 28, 2017, but didn't have adequate monies in her payroll bank account to cover the transactions. As a result, we placed her account on a Recovery hold to prevent further payrolls from processing until the matter was resolved.  On March 15, 2017, Ms. [redacted] provided us with a new bank account for the funds to be withdrawn from. She then asked us to set up a payment plan for the February 28 payroll and refund the payroll funds.  The money that was directly deposited to her personal bank account on February 28 has since been used by Ms. [redacted], and we are unable to reverse the transaction. Going forward, Paychex is requiring that all payroll funds be available, in full, before we will process another payroll.We will continue to work with our client to resolve any outstanding issues. If you require additional information or have questions, please contact me at [redacted]Sincerely, Vishal [redacted]  Client Service Supervisor

Thank you for your inquiry regarding [redacted]. Paychex takes complaints from our current and former clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.
We have reviewed the collection issues on this account and have taken the...

following measures to reimburse [redacted]:
• On November 12, 2014, we sent a check for $419.00 to [redacted] at the address we have on file to reimburse bank fees.
• On November 19, 2014, we processed an ACH direct deposit to [redacted]’s bank account ending xxxxxx[redacted] for a total of $786.88 to reimburse processing charges and fees.
• On November 20, 2014, we initiated a second ACH direct deposit to [redacted]’s bank account ending xxxxxx[redacted] for a total of $597.91 to reimburse additional bank fees.
We regret the inadvertent delay in processing these reimbursements; however, we believe these measures will be sufficient in resolving the matter for [redacted].
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]
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. Mr. [redacted] claims that he had no choice but to process his payroll with [redacted] after he opened up an account with Paychex because we were not ready to process his payroll in January. This was not the case. We contacted Mr. [redacted] to process payroll in January, and we were surprised to discover Mr. [redacted] decided to process payroll with [redacted] instead of Paychex. After researching this incident, our response will remain the same as we did not collect any money from Mr. [redacted] whatsoever. 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]Senior Executive Client Relations