Paychex Reviews & Product Details

Easy app use; Simple Payroll Processing; Great Dashboard Review collected by and hosted on G2.com.

We have had several billing issues. Payroll prices drastically increased, more than double without notification that a discount was expiring. However, our payroll rep was understanding and rectified the situation by issuing a refund and reinstating our previous price. Then our franchise had to switch payroll services due to a corporate contract change. This change, unbeknownst to me, was not a simple cancellation. It needed to be submitted in writing. They continued to bill me even though I didn’t use their services for almost 2 months. When I asked for a billing correction, they denied me by saying it was in the contract agreement to begin with. They didn’t offer us any assistance and seemed to not care anymore. Review collected by and hosted on G2.com.

Can't think of anything. The fact that you can fire them? Review collected by and hosted on G2.com.

Completely incompetent. They failed to pay my withholding taxes for Q1 2022. The IRS came after me in 2024. Paychex said they had in fact made the deposits, but that was not true. The IRS seized my personal refund, and recorded liens against me. In addition to having to pay the back taxes, I had to pay over $20k in penalties and interest. Paychex finally admitted they blew it, but still refused to do anything about it. Six months and probably 50 hours of my time later, I am still fighting with them over this. In the meantime, they failed to process my last payroll on time, and I will probably get hit with more penalties.

Even when they are not messing up, their website is a complete mess. They do not respond to emails. The phone numbers on employee emails are not connected.

Run, run, run away! Review collected by and hosted on G2.com.

initially they were responsive and supportive during the set up process, but it went down hill from there. Review collected by and hosted on G2.com.

In one year I had 3 difference customer service contacts. They set up my account incorrectly, messed up my state taxes then blamed it on our company when it was obvious that they made the mistake. They promise to cover the cost of their errors, but that is lie. I was stuck with a $6000 tax bill, and had to threat to leave to even get the issue escalated. Once escalated after 2 months of hearing they were "working on it" I left. I am still waiting for a response from last week to my request to close out my account. Review collected by and hosted on G2.com.

They offered a lot of services for a small company in one stop. HR, payroll, health bnefits and retirement benefits. Review collected by and hosted on G2.com.

The worst customer service I've ever experienced. It wasn't just that the hold times were often more than 30 minutes, it was that when I talked to a a human, they'd almost immediately indicate that they weren't the correct person and route me to a different department.

I left paychex in 2022 (it's now 2025), and they still haven't fully ended our retirement accounts, which is still costing me time. The service is just as bad as I recall.

The company also seemed to have high turnover. Our "account manager" changed four times in ~18 months.

I'd strongly discourage any small business from using them. We turned to a local payroll specialist and they helped us find more reasonably priced HR, payroll, health and retirement benefits. However, the cost isn't the biggest difference, it's having a knowledgeable human to help us when we have questions.

Look for better options than PayChex, it was a very bad experience. Learn from my situation. Review collected by and hosted on G2.com.

The staff / customer support is always friendly and helpful in problem solving. The website is easy to use and implementing changes, adjusting my account to the various needs of my current projects and payroll. Review collected by and hosted on G2.com.

In the freelance world, there are times when you are in between jobs; during those times, you have to continue to pay the full fee to keep your account valid even though you are not generating payroll. Review collected by and hosted on G2.com.

My small business has been a Paychex client ever since opening up our Maine operation in 2005, and choosing them as our payroll provider has been one of my best business decisions. Not only do they empower their phone staff to do whatever is required to solve a customer's issues, they choose people who are consistently helpful, patient, knowledgable and competent. In one word, what is best about Paychex is their staff. Review collected by and hosted on G2.com.

The only downside I have had with Paychex is that our representatives keep being moved to new positions in the company. Though all have been consistenly excellent, I prefer to deal with the same people on an ongoing basis, and wish there would be more stability in the staff I deal with ., Review collected by and hosted on G2.com.

The reports are easy to find and customize. Review collected by and hosted on G2.com.

I have not found a downside to using Paychex. Review collected by and hosted on G2.com.

there is a mobile app that you can download.

You can also sign into the web browser on your mobile phone. Review collected by and hosted on G2.com.

Entering time after the fact is so time-consuming and every third entry errors out it is a huge waste of time and needs a ton of work, PTO is not recorded properly.

Every morning when I go to sign in I have to wait for a text message with a 2fa code and can't incorporate Duo Microsoft or Google auth. Review collected by and hosted on G2.com.

Strong compliance and reporting - the quarterly reports were easy to understand and use. Review collected by and hosted on G2.com.

Very clunky old software that although was easy to use, is not as sexy as what is on the market today. Review collected by and hosted on G2.com.

Paychex was easy to process payroll from timecards to transferring over to payroll. Adjustments to pay were straightforward. Reports were customizable. Review collected by and hosted on G2.com.

Cost was too expensive after first year. Access was immediately cut off for employees once leaving Paychex.

Customers should have access for one year in order to obtain all necessary reports.

When removing onboarding or leaving Paychex, customers do not have access to I-9 reports. Review collected by and hosted on G2.com.