Paychex

We just finished a four-​month ordeal with Paychex, trying to get them to fix a stupid mistake that they made. It would be impossible to exaggerate how incredibly terrible the customer service is at this company. Not incompetent — blatantly careless and cowardly.
The mistake itself was made AFTER we reminded them several times to NOT make payroll payments in October for a company that had been closed down. So they did it anyway = payroll to us, taxes to the federal government. So we tried to have it reversed. For FOUR months we went through five different customer service reps. Each one followed the same routine and it’s now clear that this is what they’re taught to do.
When a customer has a problem, this is the official Paychex routine:
1) Answer the phone quickly, listen attentively, and promise to fix it right away, no problem. Give out their name and phone number. Assure you of great customer service; then…
2) Look into the issue, see that it’s not a simple fix, and never look at it again;
3) When we noticed that nothing had been done, we went back to this super-​nice and friendly customer service agent. WHO DISAPPEARED. Not once, not twice. FOUR PEOPLE, FOUR COMPLETE DIAPPEARANCES. They don’t answer their phone. They do not return messages. They do not respond to emails. If you talk to someone else, they say, «He’s on vacation», or «He’s been transferred», or «He’s out of the office right now»;
4) So you try another service agent. Go back to #1, repeat steps 1 – 3, precisely. Even the answers are the same. Clearly this is company policy;
5) After four — FOUR — customer service people refused to fix the problem, NEVER RETURNED A PHONE CALL, and either literally or virtually disappeared, we climbed the management ladder. Got to a Senior Service Manager;
6) Repeat Steps 1 – 3. Great attitude, nice people, then COMPLETELY DISAPPEAR;
7) We went to headquarters, got a senior senior manager. She was very nice, and apparently hadn’t received this unique type of training. After four months, she FIXED OUR PROBLEM IN ONE DAY.
If this sounds like a story, let me say that I have names, dates, and an email trail a mile long. I can and will out this outlandish level of fraud and deception when I’m ready. In the meantime, and I say this with all sincerity, do not use Paychex. Do not listen to how nice they are, it’s all part of the routine. See Steps 1 – 3 above. No way our situation was unique — it’s how they work.

don’t use paychex. they are a nightmare lately to use. Customer service is arrogant, rude, condescending and very unhelpful. They are not getting the paychecks to us in a timely fashion each month. in fact, though we had no problem with them the first year or so, the last several months, we have literally had to spend days with them via phone and email because they are not doing or sending the paychecks to distribute to our employees by the first of the month like they are supposed to do with automated withdrawal from our bank which should make it easy. it has instead turned into a nightmare to deal with monthly. We are looking elsewhere in the meanwhile. This is the only negative review I have ever written on Unilocal

BreAunna Estes with PayChex excels at customer service. She not only meets but often exceeds the expectations of her clients. She is ethical in her business, honest with her clients and will serve you with a smile. If your company does any sort of payroll I would recommend giving her a call to see if you could benefit from her services. It will only cost you a phone call but may save you money in the long run. If you want the bestest, call BreAunna Estes.

There are some things that a business owner just could not do with out. Having Paychex do my payroll is easily one of the best decisions I have ever made. I cannot recommend them high enough. Taylor Parker was my sales rep and he is top notch.