Just dont
Updated October 02, 2025

Just dont

Zach Crowe | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Paychex

We use Paychex Flex as our payroll company and decided to use their "flock" system to help streamline our benefits selection for our employees. This was a total nightmare I feel. Not only is it nearly impossible to get a call back on issues, the communications from emails are cryptic or non-existent from my experience. The left hand doesn't know what the right hand is doing ever. If, by chance, you finally reach someone in a management position to "help" with an issue, rest assured they expend the least amount of effort to aide you, if they decide to aide you at all in my opinion. The last 5 months with Paychex Flex and flock have been terrible. We will be switching not only our benefits brokerage but also our payroll companies as of this review. I would chalk this up to a company being large enough they believe they cannot fail and that leads to being flippant with their customer complaints. If you are thinking of using Paychex Flex for any services, think again.

Pros

  • paid on time

Cons

  • Benefits management was TERRIBLE. One of the worst experiences I have had.
  • Revolving door of assigned agents. You never know who you are going to get. 9/10 times the person didn't know how to assist us I feel.
  • So many phone numbers to call in to for various departments and after long hold times, could never be transferred to the right person.
  • Expensive for what it is and how bad the service could be at times.
  • We saved money by switching, new company doesn't have some of the bells and whistles but we never used those features and were paying for them anyways.
  • Cannot strongly suggest enough to stay away from their benefits management team. Was a major deciding factor for us switching companies all together because of how horrific the experience was.
I have not used the reporting
In regards to the Benefits side, the "customer service" was just bad from my experience. All around. Took forever to get the issues Paychex Flex caused fixed. It was an uphill tooth and nail battle to get help consistently from anyone I feel. Would give a 0 if I was able. On the Paychex Flex payroll side, we rarely needed to call in but whenever we did we would have a new designated rep and they were always new and couldn't help us. That is IF they answered the call and we weren't transferred or forced to leave a message from my experience.
We currently use Gusto. We would not switch back to Paychex.

Do you think Paychex delivers good value for the price?

No

Are you happy with Paychex's feature set?

No

Did Paychex live up to sales and marketing promises?

No

Did implementation of Paychex go as expected?

Yes

Would you buy Paychex again?

No

I mean, payroll is payroll. That was the only aspect of the Paychex was was "easy" but it should have been. If you use it, just pray you never need help with anything.
I would not recommend someone go to Paychex Flex unless I really wanted to annoy and or frustrate them in my opinion.

Paychex Feature Ratings

Human Resource Management ()
Not Rated
6.0
Pay calculation
8
Off-cycle/On-Demand payment
1
Benefit plan administration
1
Direct deposit files
10
Salary revision and increment management
8
Reimbursement management
8
8.5
Approval workflow
9
Balance details
8
8.0
View and generate pay and benefit information
7
Update personal information
9
View job history
8
View company policy documentation
8
Asset Management ()
Not Rated
3.0
Report builder
3
Pre-built reports
3
Ability to combine HR data with external data
3
Integration with other HR capabilities ()
Not Rated
Performance Management ()
Not Rated
Succession Planning ()
Not Rated
7.5
New hire portal
8
Manager tracking tools
7
Performance and Goals ()
Not Rated
4.0
Notifications and Alerts
4

Relationship with Paychex, Inc.

I think I met my rep once, maybe twice. There was no relationship built with them.
Again, never really saw them.
Will not disclose.
Yes, don't...

Using Paychex

  • used for payroll
  • used for taxes
  • used for paperwork
  • -
  • -
  • -
  • N/A
  • Never again
Would be a zero if it was an option. The support is constantly changing. You can never get ahold of your designated support rep. The benefits management was atrocious.

Evaluating Paychex and Competitors

  • Other
We would have gone with another company. Especially considering the benefits portion. It was so bad we had to go back to our previous broker.

Paychex Implementation

Paychex Training

Configuring Paychex

too limited
No - there is no facility to customize the interface
No - we have not done any custom code
User customization for levels of admin access would have been nice.

Paychex Support

ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Slow Initial Response
No, was not aware this was an option.
No, not once.

Using Paychex

ProsCons
None
Do not like to use
Unnecessarily complex
Difficult to use
Not well integrated
Slow to learn
Cumbersome
  • No response.
  • employee management.
  • dealing with support for anything
  • getting ahold of your designated support rep
  • hearing back from anyone from Paychex
  • getting results for issues
  • Benefits management
Yes - Ehh...

Paychex Reliability

no experience with this
logging in could be cumbersome sometimes.
worked fine when you got in.

Integrating Paychex

Upgrading Paychex

Comments

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