Paychex Payroll Service

123 ratings (114 Epinions reviews)
Epinions Product Rating: Disappointing
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Payroll service is mediocre. 401k etc. is horrible

Dec 27, 2006
Review by  
Rated a Very Helpful Review

Pros:Hard to say if there are any.

Cons:Hours on the phone correcting their mistakes.

The Bottom Line: Stay away especially from HR, 401k, Section 125. But ultimately, most of their payroll personnel are also poorly trained and their is FREQUENT turnover.


I became a Paychex client after they purchased Advantage Payroll. They came in and sold me on their HR product. What a waste of time and money. Total joke. They switched HR reps on me 3 times on about 3 months. If you want a cookie cutter handbook that doesn't apply to your company, same with safety program go ahead. Nothing is customized to your company. Consider it the same as any "off the shelf" product.

I will try to keep the 401k department comments brief. They don't have any low expense ratio options. The share class offered was C-class shares, lots of 12b-1 fees. The reports we got from them were wrong every quarter for the entire time we were with them. I can't stress enough how horrible they were at this. I have easily spent 30 hours on the phone trying to correct their mistakes, in one year. I am not exaggerating here. That's almost a full work week that I will never get back. Truly unbelievable. The biggest problem is, you get an issue resolved and then it comes back and you have to start all over again and they are completely clueless about it. They are horrible.

We have converted to an Major Market Services from HRS. This caused us to need to get a new client number and lots of more drama because of that. It's basically a Payroll conversion within the same company. I have slowly dropped all of the the additional services that were over sold and under delivered.

I am still using them for payroll, but our rep switches so often, we know more about their Preview software than the people we are supposed to get help from. Truly laughable. Garnishments are difficult and often forgotten by the reps we've had, even after email, fax and phone calls. I have had to point out them on several occasions they were making mistakes. I had to call my account for advice. They wanted me to re-file a 940. My CPA told me how they should LEGALLY and actually correct the problem. Re-filing was not necessary. Then a year later the same issue came up and they tried to do the exact same thing and wanted me to re-file the 940 again. My CPA says he hears nothing but horror stories from his other clients who use Paychex.

There are too many instances of mistakes to go over each one. I have talked with the local district manager many times and nothing has changed. I moved and they refused to change my address. Then charged me to re-print new W-2 when I insisted they have the correct address.

I am shopping for a new payroll company.

The bottom line. They portray their company as one entity. The 401k, Heath care, Section 125, Unemployment departments are all on the East Coast which is a pain if you are not. There is no accountability what so ever with any of the non-payroll wings. You speak with a different person every time an get a different answer each time.

I still get mail from the "signed" by an entire Paychex department for services we have canceled as long as 9 months ago and for services we never had.

The company is lost and is way too big for itself.


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