Do you agree with Paychex's TrustScore? Voice your opinion today and hear what 634 customers have already said.
Paychex is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 1.2 out of 5 stars. Last reviewed March 1, 2026.
I just started a new job that uses this online portal and for two weeks now I can't get past the first page to verify my personal details. It says that my information doesn't match what a manager typed in? Well then, accept the employee's entry and flag the manager then to review it. Customer service was unfriendly and unhelpful. Wouldn't recommend to employers or employees.
Our fsa/hsa is unfortunately with them, and they can sometimes feel like a scam. Their customer service sometimes seem like robots that do know what their job is. They are super particular about receipt/statement you have to submitt when you use their card. It honestly can almost feel like a scam, they are truly dragging on any issues for as long as possible so you can't access your funds.
I request all small business owners and independent consultants to STAY AWAY from PAYCHEX by a mile. They are out to take your money by slapping all kinds of fees and charges (all at your expense) and offering practically no support! I have never experienced any other company this greedy and stupid in their business practices (as Paychex). Before I signed up, they promised 6months free of any charge or fee (*no questions asked) but the very first month they slapped a smaller fee. Subsequently they went on to charge 3x more fee than the agreed upon fixed fee. They charged me extra for running W-2 and some more extra for "handling" non-payroll-running fee, and year-end base fee, blah-blah fee and so on.I am so upset and fed up to learn how they waylay unsuspecting small business owners.
This company is a nightmare. They held up our payroll because they are so disorganized, they insisted we owed them more money only to hear from another department we were owed money. STAY AWAY.
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.
Can I give negative stars???? If you are using Paychex, please question your invoice every time!!! I have been overcharged many times and getting the credit or refund back has been exhausting! If you need any help from Paychex, questions, etc - good luck!!! Even when you get the information in writing by email, they do not follow through!!! My review is not due to one experience, it has been many calls, many times.
Paychex is the best company out there for this sort of thing. Their pricing is reasonable and they know what they are doing. There are times when they are not as responsive as I would like
All I can say is this company is the worst!!!
This company is terrible; they have horrible customer service for small businesses. Never deal with them. Stopped running my salary payroll randomly in the year, and now I'm dealing with problems with taxes now. Their representatives that they assign you will either not respond and gte ghosted or get sent right to their voicemail box when calling. Terrible company to deal with. Always on hold for over 45 minutes when I call their number to talk to anyone to help me.
If I could give Paychex a rating it would be Zero stars. We have used them for over 7 years and they have consistently gotten worse every year. I do not recommend them for any business. We are a SMALL business and they cannot even handle our needs for BASIC reports. Every agent we are assigned quits within 2 weeks of being assigned. They are unreliable and outsource the customer service teams to agents in different countries where there is absolutely a language or comprehension barrier. If you have the choice between ADP or any other platform over Paychex, even if the price is enticing, DO NOT GO WITH PAYCHEX. When you ask to speak to someone higher up they ignore your request and you are back to square one. ALSO, DO NOT GET ME STARTED on the service with their 401KGenerations. Just as terrible.
What a disasterous and maddening company! They've been charging Administration fees every month for years with an automatic withdrawal, but they can't understand that they owe us invoices when they charge us admin fees. When asked, they say they don't have invoices and we have to ask our payroll company for them. What? Paychecks 401K plan invoices cannot be obtained from our payroll company . Paychex is crazy. Our advisory firm doesn't get anywhere with these people. We are changing companies asap.
These guys suck. There is nobody to talk to when there's a problem, the Flex site is horrible to find anything on, and they failed to process my payroll taxes in a timely manner.
I had a very disappointing experience with Paychex regarding our company's 401(k) plan.First, we were told that we were required by state law to establish a 401(k) plan or face penalties. We later learned that this was not accurate for our business. Based on that information, we felt pressured into setting up a plan that we may not have needed.When we later decided to cancel the plan, and was never mentioned while canceling. Then about 2 weeks later Paychex notified us by mail that they will be withdrawing $2,000 in cancellation fees. At no point during the sales or onboarding process were these cancellation fees clearly disclosed to us. We were not properly notified that terminating the plan would result in such a significant charge. Due to this experience, and how the supervisor handled the situation, we have also canceled our payroll services with Paychex.The lack of transparency around both the legal requirement claim and the cancellation fees is extremely concerning. As a small business, unexpected charges of this size have a real financial impact.I would strongly encourage other business owners to thoroughly review all contract terms, ask detailed questions about cancellation policies, and independently verify any claims about legal requirements before signing.Very disappointed with this experience.
Since I started my job last Spring, PTO and sick time has NEVER been accurate or even displayed correctly. 9 months later, still no time accrued or used is displayed. As employees, we don't have a choice but to get what our company uses. It is frustrating, and shows very poor product quality and service. Additionally, the link to sign in shows errors and another way to login has to be found.
I'm submitting another review about Paychek. They assign a new representative every week because everyone quits. Now I have to pay $250 to fix the Form 1099 because Paychek made a mistake, and their employee refuses to listen when it comes to needed changes. If they can't handle basic tasks properly, they clearly shouldn't be in business. Please avoid them. They wouldn't call to correct anything. They are such a big corporation that they don't care. I did switch payroll and no longer with them.
Ive started my business with paychex and in the last 6 years if i could write every single horrific thing they have put me through itd be as long as a novel. Ill save you, just do not use them. They hire the most incompetent employees and all youll do is waste money and end up in debt because of all of their Fups! Im so frustrated with this company its truly pathetic. They are pathetic.
This is the worst company we have experienced in 40+ years impossible to talk to a human, once they have your bank info you are screwed, they will take money out of your account and you are unable to stop them.a total nightmare.
Been with this company for a bit now I run payroll and I even got a over priced 401 k plan through them here's my problem they keep reassign me a specialist who is always busy or always on lunch I'm guessing and they never answer my emails I send over with issues I'm having then I call and it's a 45 min wait every time not that I'm busy enough through out the day then every year they always over charge me fees with no email or letter stating why there taking money then it's a repeat year after year this company is laughable I'd I rate them negative -5 stars there company is worse then prime delivery drivers
I have used paychex for 24 yrs and have never had an issue. I use their most basic payroll system, so I can’t speak fir anything beyond that, but for my purposes they have been flawless. I am a little surprised at the negative reviews
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.
According to TrustPlane, Paychex has a 1.2/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/paychex-com
