Paychex

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 rejected the response from Paychex because it does not address the main issue and that is that [redacted] of [redacted] did sign paperwork to start a 401-K but at the time he was NOT informed that was what he was signing When I met the principals of [redacted] the informed me that they were in the "initial stages" of putting together a 401-K with paychex When I met them both Mr [redacted] and Mr [redacted] WERE COMPLETELY UNAWARE THAT A 401-K EXISTED It is apparent that a form was shoved into Mr [redacted] 's hand for signature without an explanation of what he was signing.On top of that the rep for Paychex never contacted them again regarding this, nor was their any meetings, phone calls, or other explanations of what it was they were engaging in Since then I have had the opportunity to meet with other financial advisers who have had dealings with Paychex and the stories are the same Paychex is anything but professional in setting up these accounts, At least some of their field reps seem to engage in what I would consider fraudulent sales practices just to get the businessMore importantly they have a difficult and tedious process in terminating plans that has nothing to do with any legal requirements.I demand an investigation into their sales practices In addition a formal apology to [redacted] is in order Regards, [redacted]

Re: [redacted] Case #: [redacted] Paychex is in receipt of your communication dated 3/15/16, and complaint from *** *** Paychex takes complaints from our clients and their participants very seriously, and we appreciate the opportunity to assist in the resolution of any disputeOur client was charged the minimum policy premium for his policy with [redacted] from April through December 18, The client was on our Worker’s Compensation payment service program, but didn’t understand that his policy would still be subject to an audit regardless of his chosen billing option, nor did he understand that he would be subject to a policy minimum, which was disclosed clearly in the proposal and the declaration pages of the policySince Mr [redacted] did not process enough wages to meet the policy minimum, the carrier added a charge at audit, resulting in the client owing $570.00, in addition to the $owed for the expense constant (carrier maintenance fees)Mr [redacted] received a credit of $ for depositsThe total earned premium was $1,350.00, minus the total generated premium from his actual payroll $829.86, leaving a balance of $for the policyThe client claims he didn’t receive notification prior to the debit of $520.14.It is standard for Paychex Insurance Agency to send out a final audit packet days before the debit is made so the client may review and set up a payment plan if neededMr [redacted] didn’t receive the final audit package as promised, so he was caught off guard by the chargeI apologized to Mr *** that he didn’t receive the final audit packet; however, since the policy minimum premium was disclosed in the proposal document prior to the start of the policy, there was no way it could be discounted or deletedI offered to send Mr [redacted] a copy of the paperwork reflecting the policy minimum, but he was not interested in receiving a copy, nor did he want to hear any explanation of the charge.If you have questions, please contact me at ###-###-####, ext***, or [redacted] Sincerely,Jess L***Supervisor, Paychex Insurance Agency

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 occurI’m following up to the initial response letter I sent you on 09/02/and the subsequent reply from [redacted] Ms [redacted] Hawkins challenges the statement that the tax recovery issue resulted from a bank account changeOur client’s bank account ending in [redacted] was (see attached) associated with the organization unit “ [redacted] .” This organization had been inactive for a period of time because it didn’t have active employees assigned to itDuring the time the organization was inactive, [redacted] closed the bank account ending in ***, but failed to advise Paychex of the changeOn June 30, 2016, [redacted] added an employee to payroll and assigned him to “ [redacted] ” (see attached)When we processed the 7/1/payroll, we attempted to draft the employee’s pay and tax liability from the account ending in [redacted] (net pay of $and tax liabilities of $80.92), but were unsuccessful, as the account was closedIf Paychex cannot make tax deposits in full, we place the tax payments on holdPaychex does not make partial tax paymentsAfter this occurred, we contacted Ms [redacted] on several occasions to obtain direction on which of her three accounts to debit, as we were unable to draft funds from the account ending in ***On July 7, 2016, Ms [redacted] suggested that the appropriate bank account could be the one ending in 6925, but first wanted to speak with her payroll specialist who was out on vacationUpon his return, the payroll specialist was unable to get approval from Ms [redacted] to debit a different bank account and resolve the situationContact was made between our Recovery department and Ms [redacted] on the following dates: July 7; July 12; July 14; and July 20, The situation was still unresolved when Ms [redacted] cancelled Paychex services on August 3, At that time, we transferred funds we had collected for Taxpay (federal withholding) and used them to cover the $recovery balanceI’ve also attached a summary of the state and federal tax payments Paychex made on behalf of [redacted] , all amounts we’ve refunded to the client, and the tax periods in which we’ll take responsibility for penalty assessments If you have questions, please contact me at 678-354-7776, ext [redacted] Sincerely, Cheri [redacted] Branch Manager

Thank you for your inquiry regarding ***, IncPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occurDespite asking to be on Paychex’ Do Not Contact list, ***, 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 ***, Inc., and we expect that to resolve this situationWe 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 ***, 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

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 Good Morning ***,Sorry I am a little late getting back to you, I was just able to speak with Mr [redacted] about the dispute yesterday We ask that you apply a 48% discount to our account for the year as offered by MrDennis S [redacted] on August the 24th through email We ask that if we choose to stay with your company that you personally contact him at least days in advance of any price changes or increases in your fee structureIn addition, we will accept the amount of $that you have offered as credit back for the discount roll down period for years 2013/and 2014/ We also ask that you do not enable the discount roll down period, and instead adjust the discount accordingly only once at the end of your year ( April 30th)Nowhere in our service agreement does it say anything about a discount roll down period.Thank you, Regards, [redacted] P***

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 Regards, [redacted]

Consumer filed a new complaint since they had not had time to respond:I recently filed a complaint regarding a service from Paychex and the complaint was "closed" since I had "not responded"Since I work long days and hours does not mean I do not wish to work on resolving this issueIt means that I was not able to provide an immediate responseTherefore, I am continuing to complain about the service, or lack there of, Paychex did not provide, along with the closing of the complaint without receiving my responseMy previous complaint is regarding the following ID number and communication: My initial complaint: Please refer back to complaint # [redacted] for details Paychex Response: his message originally read on 6/24/Please review the attached documentJune 16, 2016?Revdex.com, Inc.?Bryant Woods South?Amherst, NY 14228?Attn: ***, Complaint Handler?Re: [redacted] ?Case: [redacted] ? Dear ***:? Paychex has received and reviewed your notification dated 06/12/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, His election form wasn’t accompanied by payment or the required carrier election form; therefore, we emailed Mr [redacted] on January to request that he complete the carrier form and send it to usOn January 14, we sent a follletter 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 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 incorrectWe subsequently corrected the rate in our system and sent Mr [redacted] a letter and payment coupons reflecting the correct cost for his coverageAlthough 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 Mr [redacted] called the COBRA department on April 26, again asking about his coverageWe emailed Mr [redacted] on May to once again request the carrier formMr [redacted] responded that he was unable to email the form to us but would be able to fax itOn May 6, we informed Mr [redacted] that faxing was acceptable; however we have no record of the form being faxed to usDespite our multiple attempts to obtain a completed form, Mr [redacted] did not send the required carrier form to the COBRA departmentAs a result, his coverage was not reinstated with the carrierOn 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 a [redacted] Sincerely,?Jennifer [redacted] ?PIA Cobra Processing Supervisor I would like to start off by stating I initially mailed in the appropriate forms on December 20, after receiving them on 12/17/My first communication from Paychex was after 1/8/with regards to the receipt of payment stubs onlyI did not receive any information upon sending my initial information about the payment amount, and therefore the first payment was cashed on 1/15/oter payments were sent appropriately on the consecutive months through may and cashed by PaychexThe next form of communication from Paychex wasn't until April when I received letters on consecutive days regarding a non-payment letter and a reinstatement letter, which prompted me to contact the Paychex officeAs stated previously, when I contacted the Paychex representative about these letters, they stated "disregard them and that I was all set"Again, since I spoke with a representative who said to disregard them, I was under the impression that I was "ALL SET" as Paychex statedApparently, Paychex does not keep records of communication because I actually contacted their representative on 4/19/16, not 4/26/as they stated regarding the letters I received a few days priorI had never received any letters prior to the April notifications and would have contacted Paychex much sooner if I hadI have no records of receiving any letters or email in January, as Paychex claims to have sent with regards to incorrect rates or reinstatement coverage formsThen again, repeating myself, the next form of communication from Paychex was an email from Tyler, who completely stopped all forms of communication from 5/6/onDuring my attempt to provide these documents that I was apparently all set for, I received no form of communication either by mail, phone or email, which had pushed everything well beyond the target date to reinstate my insuranceMY line of communication was open the entire time with regards to the letters and attempting to provide the appropriate forms necessary, however, Paychex had not returned any of my contacts or even attempted to get in contact with me, even after faxing the appropriate forms prior to the deadline, or leaving a voicemail to COBRA's direct line during the Memorial Day weekSince Paychex completely stopped communication and any attempts to resolve this issue is why I am continuing to file this complaint, and will keep complaining until this is resolvedThey refunded my COBRA insurance payments without my authorization (especially since my line of communication was constantly open and my attempts to reach out to them was continuous after receiving the only letters in April); which has forced me to be without insurance for over months, with a chronic medical issue neverthelessbecause of their negligence, I am beyond the required day timeframe of insurance coverage and now need to wait year before any insurance carriers will cover any of my "pre-existing conditions" with my chronic illnessIf I need any procedures, medication or office visits, it will be completely out of pocket and not coveredSo Paychex needs to open their line of communication and resolve thisI never had any issues with any other insurance carriers like I have with PaychexThey seem to put all the faults and mishandelings on the hands of their customers and they will not accept any faults or wrong-doings of their ownThis whole experience with Paychex was mishandled, unprofessional and negligent, especially for a reputable entity.Desired outcome: I want Paychex to cover any denied claims in full and avoid any gaps in coverage with my chronic medical issuesI am also going to keep my refund and request Paychex cover my medical insurance from 1/1/ through 6/30/to avoid a gap in coverage due to their lack of communication, misappropriation and unprofessionalism

Please review the attached documentKind regards, Mieux W [redacted] Paychex Client Relations/Client AdvocateOctober 12, 2016Revdex.com, IncBryant Woods SouthAmherst, NY 14228Attn: ***, Complaint HandlerRe: [redacted] ***Case: [redacted] Dear ***:Thank you for your inquiry about [redacted] and Ms [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.This letter is in response to a complaint regarding payroll errors and communication between the client and PaychexTo resolve the complaint, I called and spoke directly to MsS [redacted] Her greatest concerns revolved around communication and payroll accuracyI assured MsS [redacted] that we would call her to discuss items not clear to her via email, and she approved this planShe was also upset that her payroll journal was incorrect, and the communication was not clear from the supervisorI told her we would strive to provide accurate payroll for her employees each pay period moving forward.Paychex considers this matter closed to MsS [redacted] ’s satisfactionOf course, if you have questions or need more information, please contact me at [redacted] , ext***, [redacted] .Sincerely,Julie [redacted] O [redacted] Senior Manager, Area Service

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 packageWe did agreed to issue a credit of $on December 31, to offset the NSF feesThe remaining balance are legitimate charges which is the reason we aren't able to refund the total amountPaychex understands Mr***'s frustration and would do our best to accommodate him if he were to return back to our servicesAt 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 refundIf 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

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 belowPaychex claims in their letter that they have sent the IRS corrected in MayThey told me they sent it last SeptemberI asked that they re-send it and send me proof that they submitted itPaychex claims that the IRS needs it from me, however the IRS has told me personally after a hour hold time, that they need the company who originally filed to send them the amendmentAll I asked for in my original complaint was that Paychex (re)send the amended to the IRS and send me proof of sameI have not received that, so the matter is not considered resolvedRegards, [redacted]

Thank you for your inquiry from [redacted] with [redacted] ***Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur Ms [redacted] issued a complaint that Paychex sales representatives continued to contact her after she had requested to no longer receive sales calls or emails from usI spoke with the sales representatives who had contacted her and directed them to remove Ms [redacted] and [redacted] from all of their prospecting and email listsI have also confirmed that [redacted] has been added to our do not call or email list in our system We believe this matter is now resolvedIf you have questions, please contact me at [redacted] or [redacted] Sincerely, Glenn [redacted] Senior District Sales 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 I would still like it noted that although Paychex states they had my correct address on file and mailed distribution paperwork in March and April, and once in 2013, I received no paperwork at these times I received a packet in the mail on May 11th, postmarked May 8th from [redacted] Paychex never stated they mailed a packet in May This leads me to believe the packets were never mailed prior to this date I checked with my local post office who stated it would be extremely rare for three pieces of mail, mailed at different times to become lost I have had no other problems (ever) to report to the post office Paychex is the first time I have ever complained about mail not being delivered The packet is quite thick and would not be overlooked especially for someone expecting it in the mail Also, as far as it being emailed to me - again Paychex states it has been emailed to me in the past It was never received I have no spam folder on my email and checked with my internet provider who stated there had been no problems So can Paychex provide verification that the packets were mailed and that the emails were sent prior to May with instructions on distribution? This matter needs to be thoroughly investigated by the parties handling the paperwork from Paychex to never being received by me Consumers draw your own conclusions I think other consumers need to be aware of the problems I have encountered with this provider and receiving appropriate paperwork My old employer had my correct mailing address (I have lived here for years) and my correct email address on file There should have been no problems To this date, I have mailed my paperwork and am awaiting my distribution So, "No" this matter has not been resolved It will be resolved when the account is closed and the distribution has been made Regards, [redacted]

Attn: ***, Complaint HandlerRe: [redacted] IncID: [redacted] Dear ***:Thank you for your inquiry regarding our client [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.After receiving the complaint notice from your agency, I attempted to call ***, our contact at ***, on Friday, April 8, and Monday, April 11, On both occasions, I was unsuccessful in reaching [redacted] and left a message asking him to call me so that I can help resolve the situationSpecifically, I’d like to discuss the service he experienced, the Section Premium-only Plan billing, and the process for terminating a plan.If I don’t hear from [redacted] by close of business on Wednesday April 13, 2016, I’ll attempt to call him again on Thursday, April 14.If you have questions, please contact me at ###-###-####, ext***, or [redacted] Sincerely,Jennifer M [redacted] Client Relations Account Manager II

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThis assuming they do what is promised at the next billing cycle Regards, [redacted]

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.We have tried numerous times to resolve the concerns from [redacted] and have advised on each phone call and email what was needed from her to continue the processAt the time of this Revdex.com filing, Ms [redacted] requested us to stop all action and to not proceedOver the last week we have continued communication to address her requests, providing options for resolutionWe had received conflicting information and client was refusing to provide authorization needed to continue the processLast communication was sent to [redacted] yesterday, on 5/1/in reply to Ms [redacted] ’s email stating that she would pay her former employee herself and Paychex would only provide the paystub.We will not be issuing compensation to this account.Paychex considers this matter closedOf course, if you have further questions or need additional information, please contact me at ###-###-####, ext [redacted] , or [redacted] .Sincerely, Emma I [redacted] Client Service Manager

Thank you for your inquiry from [redacted] with [redacted] Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur[redacted] signed up for services that started on July 29, 2016, and received the following during the next five months:• HR Assessment: an audit of the client’s business from a human resources (HR) point of view• HR Action Plan: a service plan based on the results of the HR audit• Customized employee handbook• Customized employee job descriptions• New York State hospitality industry requirements training• Federal and state poster kitsDuring the five months of service, [redacted] was our client contact, and the Paychex HR consultant sent her many communications via email on relevant HR topics, including the following:• Form I-requirements and changes• New York minimum wage changes• New York exempt level pay requirements• Federal white collar exempt changes• Safety servicesWe certainly regret that Mr [redacted] was unhappy with the service from PaychexWe believe that we upheld our agreement and provided acceptable service during the time [redacted] was with PaychexWe could have offered additional service if Ms [redacted] had been able to meet with the HR consultant more frequently and consistentlyThe HR Consultant met with Ms [redacted] on four occasions and attempted to schedule more meetings; unfortunately, Ms [redacted] cancelled those subsequent meetings.If you have questions or need additional information, please contact me at [redacted] , or [redacted] Sincerely, Shannon [redacted] Area 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 occurAs Mr [redacted] stated in his letter, he had a change of business status in July from a sole proprietorship to a LLCAs a result, we refunded the third quarter liability we had collected that was not yet due to the tax agency for his sole proprietorship employer identification number (EIN) ending in ***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 entityBased on the circumstances, Paychex cannot accept responsibility for the penalty and interest incurred due to the late paymentI regret any inconvenience this matter may have causedIf 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

March 21, 2017Revdex.com, IncBryant Woods SouthAmherst, NY 14228Attn: Beth, Compliant HandlerRe: *Case*Dear Beth:Thank you for your inquiry regarding our client Larry [redacted] and [redacted] ("***")Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.The [redacted] 401(k) plan began with Paychex on November 16, 2016, and was canceled within the same monthPaychex attempted to collect $for the setup and monthly fees on November 14, but Mr [redacted] requested a stop payment with his bank, and the funds were returned to the [redacted] bank account on November Mr [redacted] was charged a $fee for the stop paymentPaychex successfully collected $from the [redacted] bank account on February 17, 2017, but after speaking with Mr [redacted] we credited this amount back to him on March We also waived the monthly billing for March and advised that nothing additional was to be collected moving forward, including the setup fees[redacted] also started with the Paychex Handbooks Service on November 17, 2016, but canceled this product on November There was an erroneous charge of $1,for the setup fee on November 18, which Mr [redacted] worked with his credit card company to have reversedThere have been no additional charges for the Paychex Handbook Service since then, and nothing will be collected moving forward.After speaking directly with Mr***, he stated that he would like to be reimbursed for the $stop payment fee from his bank, and the $he spent faxing documents to have the billing issues settledPaychex has submitted a request to issue a check to Mr [redacted] for these amounts, which should be mailed within the next few days.At this time, we believe Mr***'s complaint to be resolvedIf you have questions, please contact me at 800-472-0072, ext*Sincerely,Joshua *Paychex 401(k)/SClient Relations Management

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 $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] Inc401(k) Profit Sharing Plan & TrustPer 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, 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 forwardClient was billed $on February 3, Mr [redacted] called 401(k) on February 6, 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:a.mand 8:p.mET.Sincerely,Paychex Retirement Services

Thank you for your inquiry from [redacted] regarding [redacted] IncPaychex takes complaints from our clients very seriously, and we appreciate the opportunity to assist in the resolution of any disputes that may occur.We contacted Ms [redacted] regarding the concerns addressed in the complaintIn a March conversation, Paychex agreed to return 401(k) administrative and participant fees charged from January to March 2017, issue a credit on the April invoice (total of $820.00), and refund $3,due to frustrations experienced with payroll.Ms [redacted] agreed to these offers; therefore, we believe this complaint has been resolved.If you have questions, please contact me at ###-###-####, ext***, or [redacted] Sincerely,Krystal S [redacted] Paychex 401(k)/SClient Relations Management