Paychex FlexUsed by 73% Professionals

Paychex Flex Reviews

Paid

4.2

/5

(Alternatives.co rating)
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An all-in-one payroll and HR solution, Paychex Flex, simplifies employee management. You can confidently and easily hire, manage, pay, and retain employees using Paychex. In addition, regardless of how you work—onsite, hybrid, remote, etc.—you can increase engagement with your workforce and create a productive workplace.

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Paychex Flex
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G2
4.2
Top Comments by G2
Positive Comments
  • Sherry D.Office Manager/HR Representative
    Review
    0.0

    What do I like best? Telling them that they were being let go. If I could say it in one word: EVERYTHING. We used the same payroll company for over 25 years, and when that company sold to Paychex, we decided to just stay on. What a mistake that was!! We didn't realize any "benefits" from onboarding with Paychex. It was a disaster from the beginning and just got worse as time went by. From the countless errors, to being completely ignored - even by a supervisor, to taking money out of our account (without permission or notice), to our company getting (2) letters from the IRS for improperly paid and mis-calculated payroll, to them not updating the Unemployment percentages for the new year, this is the worst company I've ever dealt with. No one, but NO ONE, in the entire company cared about their customers or the service they were providing. In fact, on one particular payday in December, 2021 (bonus day), the payroll did not get released and when I phoned the company to ask my rep about what the problem was, I was on hold for 25 minutes and got hung up on, only to call back and wait 20 more minutes, to get hung up on AGAIN. Their employees, while most were pretty friendly, were seemingly untrained in the software and appeared to be completely overwhelmed. The supervisor I dealt with actually admitted to me that most of the employees there didn't even know how to read their payroll reports and were having issues with the software. Hello Sherry. I am sorry to hear about the experience you have had with Paychex. I understand that you are no longer a Paychex client, but we'd like the opportunity to speak with you regarding some of the concerns you have. If you are open to it, please email reviews@paychex.com with your Company Name/ID, your name, and the best way to contact you. Thank you!

  • Verified User in Events ServicesSmall-Business(50 or fewer emp.)
    Review
    5.0

    Years ago I used Paychex at a former company, and they had a lot of limitations. After changing jobs and being tasked with finding an affordable option for a young company with a small budget, I went back to Paychex to see what they offered, knowing that they were usually the most reasonably priced. I found they'd made some upgrades as they introduced me to Paychex Flex. Flex combines T&A, 401k, reporting, and payroll all in one dashboard that's not unlike other competitors, but in my opinion, is a more straightforward and user-friendly option. There's always a bit of a catch, but this one isn't anything I was worried about. Generally, my representatives with Paychex have been great. Just as much as I needed, I don't love being bothered by frequent inquiries about the experience and "check-ins". However, sometimes Paychex has a bit of turnover and you find yourself with a representative that's less responsive. While that might bother me if that person was my only option, Paychex gives you a team that you can reach at any time. Just call, if your rep isn't available, or hasn't responded to an e-mail, someone else is available and they've always been knowledgeable and able to solve my problem over the phone quickly. I needed a one-stop shop; I don't like multiple logins and Flex includes all my modules in one place. This keeps me informed about what's going on in other areas but allows me to quickly get where I need to go without wasting time trying to remember 4 or 5 logins.

  • Sandy S.Owner
    Review
    3.5

    Paychex Flex is easy to use, has clear, easy to read format, and has many features for all types of businesses. Payroll isn't as easy as it could be. For the various pay categories, such as regular hours, holiday, commission... you have to click on View More when you're double checking payroll before submitting it. It doesn't just display them for you up front. It's just an added step that I have to take for each and every one of my employees before I can submit payroll. In addition, I'd like to be able to add and delete my own pay categories. For instance, if I'd like to have a category for training hours, I'd like to be able to create that category without contacting someone at paychex. Consider all of the features that are vital to running your business smoothly, then compare pricing, apples to apples, across 2-3 providers. I can send New Hires their paperwork with a click of a button. Once they complete it, it's all set to go in Paychex's portal. They also take care of all of my payroll taxes, inc. Worker's Comp. My rep is knowledgeable & always responds back to me same day. Hi Sandy, we really appreciate you providing such useful, detailed feedback. Thank you for the partnership and allowing us to take your business further.

Negative Comments
  • Krystal T.Small-Business(50 or fewer emp.)
    Review
    0.5

    The online payroll system is user friendly and meets expectations. However, the support is just mediocre. Implementation - implementation of payroll was pretty straight forward. HR was difficult. The implementer seemed to be learning as she went. Setting up a toggle for my two companies was a problem when it came to having an employee land on their correct company. It took over a month for them to figure it out. Setting up PTO was very difficult. I wish I had insisted on more experienced implementers and not allowed them to transition me to regular support until they were completely finished. They were in a rush to close their case. Payroll and HR - The data integration even between the tabs is lacking. User profiles are extremely complicated with several areas to make changes - you almost always have to call your payroll rep for assistance. Then, you have to call HR for assistance with that part of the profile because payroll won't touch HR permissions. It can be a hassle. They also do not offer the feature where you can login as one of your employees to see their view (many other companies offer this). The movement of information between the payroll data section and HR section can make things difficult to manage. You have to be careful because what you input in HR doesn't flow into payroll data. MAKE SURE you hold onto the assigned HR rep during implementation as long as you can. The call center is well intentioned employees who have extremely limited knowledge of the system. You may know more than many of the representatives. They typically have to escalate your questions and it will be a long, frustrating call. Paychex Benefits - We use Paychex as our broker. I initially made this decision because I believed keeping everything with the same company would provide advantages with integration, customer service and eliminate keying errors I was finding when using an outside broker. This has been the worst vendor decision I have made in my 10 years at this company. The errors and lack of customer service have resulted in embarrassment to me and management as it ultimately affects the employees. Open enrollment was a disaster even with an assigned representative. Your assigned rep will not pick up their phone and will avoid scheduled calls if you don't throw a fit. Enrollments consistently have errors, so you have to pay close attention to your bill from the carrier. I will obviously be looking at other brokers, and possibly a new system all together. I would have already made a change, but the amount of work to change systems is significant when you are an HR department of 1! Definitely research other products unless you are only looking to use their payroll product. Even then, for the price, you can find other products that offer better customer service at the same or lower price. DEFINITELY don't use Paychex as your broker unless you want a lot more work for yourself...who has time for that?! Unfortunately, because I have had to spend so much time fixing problems with the system and managing benefits, I haven't had time to build out some of the modules. They do offer some neat modules that could potentially help with different workflows. Krystal, Thank you for the review and the great feedback. I will be sharing your experience with the various business units so we can make improvements. We appreciate your honesty and the details you have shared!

  • Terri P.Vice President, Global Human Resources
    Review
    0.5

    The HR support received was amazing! Also, the supervisor I was able to interact with (after we left them for another company/platform) was also amazing. These individuals provided great, truly outstanding customer support. Not being able to create my own special reports; having to deal with a rep that wasn't very experienced, and many times rude; the inability to be able to obtain benefits quotes or estimates without needing to go through the benefits people (2), who were nice, but very busy, so it took days to hear back sometimes; I could never speak "live" to anyone in the Tax Department after realizing a critical report wasn't submitted to the Fed and a State government. I finally had to deal with the government agencies on my own, and am still dealing with this challenge. We now have the ability for new hires to complete nearly all new hire documents via on-line, including benefits enrollment. Our staff is also able to make changes to their personal info, such as address changes, 401K enrollment/changes, etc. We weren't able to do that with Paychex Flex. Make sure you have someone outside of the provider giving you input about the product. If you don't fully know what you need, you will be sold a product that may be great for another company, but frustrating for you to work with. You also need to make sure you have the right day-to-day rep. If there's a Certified Payroll Professional (CPP) on their staff, ask for that person. Our rep didn't understand some of the challenges and interacting and coming to a beneficial conclusion was difficult many times. The person's supervisor was Amazing!! I got to work with her after we decided to leave Paychex. Also, our HR Rep was absolutely incredible! She was knowledgeable, personable, and wonderful to work with! She was so great I wrote a letter to her leaders letting them know she was not at fault for our move. The other thing to watch out for is the benefits package we had through Paychex. I could never get a rate for pre-new hires because it was an age-banded program. The only way to obtain a quote on benefits was to obtain info that was illegal to ask for during the pre-employment process. Then I had to wait to receive a quote. Much too time consuming! The 401K program was great. The legal updates from the HR rep were always outstanding and very timely. Hi Terri, Thanks very much for taking the time to leave such a thorough review on a variety of our products. I'm sorry for your experiences with some of your representatives. We take this feedback seriously and will share with management. Have a good day.

  • Yolanda B.Director of Finance and Administration
    Review
    0.5

    As a payroll service, Paychex does what it is supposed to do. If I'd continued utilizing their payroll service only, I would probably still be a satisfied customer. However, the implementation of Time and Attendance (T&A) has left me extremely disappointed in Paychex as brand. It clearly feels like Paychex purchased/developed T&A with no true thought about how the products would work together. For products that are supposed to be "integrated", I spend a lot of time adding things in Payroll then linking in T&A. The implementation representative kept pushing for us to go live, even though I insisted I would not move forward and have the staff interact with system until issues had resolved. What was even more disappointing that she didn't seem to care or understand my concern. Rolling out a personnel product that has obvious issues extremely diminishes employee buy-in. Her concern was moving it from implementation to live. The Payroll team does not know what the T&A team do and vice versa which leaves the customer in the middle of trying to sort it out. We went live with T&A in April and with every payroll we are more disappointed in the integration and instead of complaining to the representatives, will be looking for a new service provider. (1) while time and attendance indicates overtime it creates an error when pulled over and has to be manually calculated within payroll, (2) while time and attendance indicates unpaid leave it has to be manually calculated, (3) while time and attendance reflects job allocation it became unassigned in payroll, (4) creating/saving reports is fairly useless since you can't edit the date range later, it's permanently based on the date(s) when creating the report. As a payroll provider, Paychex does what it is intended to do. However, it you're implementing other products, please do your research and talk with references that are using the product. We needed a tool that would automate the salary allocation and directly import that information into the accounting system. While Paychex Flex does do that, the issues that we have and the work arounds we perform to get to that point the benefit is highly diminished. Yolanda, Thank you for taking the time to provide us with your feedback regarding your experience with the implementation of the Paychex Time and Attendance product. I've reached out to some local TAA managers to review your account and contact you to assist with your ongoing concerns. Please feel free to email me directly if you have further account concerns that need to be addressed. mewillia@paychex.com

GetApp
4.1
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Positive Comments
  • Corey F.Hospital & Health Care
    Review
    5.0

    No Comments

  • kumar s.Computer Software
    Review
    5.0

    No Comments

  • Michelle D.Arts and Crafts
    Review
    5.0

    Overall, I had a great experience with Paychex Flex.

Negative Comments
  • Anonymous ReviewerLogistics and Supply Chain
    Review
    1.0

    No Comments

  • Eden F.Food & Beverages
    Review
    1.0

    No Comments

  • Anonymous ReviewerRetail
    Review
    1.0

    The sales team over sold on the product. From the first call we were told they were unable to do the items needed. It has gone down hill since. The employees installing are not trained and are unable to train others. The product teams do not know how their actions will impact the others. Spent more time on the phone escalating than implementing. My emails and calls start with begging to be provided instructions on how do the most simple tasks. As we signed up for tax filing services we will will complete the current year then move to another provider. I would strongly suggest not selecting paychex. They have been a huge burden at a premium expense.

Trustradius
4.1
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Positive Comments
  • Fritz SabbowCFO (Chief Financial Officer)
    Review
    5.0

    We use Paychex Flex for all payroll-related activities. We are not using any of the human resource modules available as we are small and can do most of our own work in Excel. I've used the PPP portion of Paychex to support my applications for two loans (eventually to be forgiven). The software is very easy to use and very flexible to meet our needs.
    It would be great to be able to edit future payrolls (wage changes, changes in withholdings) so I can save from keeping notes to refer to when the payroll is open. Also, I'd like to be able to pull W-2 copies from Paychex rather than make copies of our paper documents.
    Reports and queries. Review notes for historic changes to wage /payroll information. Speed in processing and providing paychecks for distribution.
    Pricing: I'd like to understand how I can reduce pricing to save our company money. I'd like it if we could perform background checks in Paychex.

  • David KlineArchitectural Designer
    Review
    5.0

    Honestly, when I assumed the role of administering our payroll, I almost immediately switched from ADP to Paychex because of my familiarity with Paychex. A previous Office Administrator had used Paychex for years, and their successor for some reason left Paychex and started using ADP. I found ADP cumbersome in terms of trying to change the account from the previous Office Administrator to myself, and it just turned out better for us by returning to Paychex.
    Paychex Flex meets all of our payroll needs. We're very happy with the Paychex team, and really haven't found any scenarios where Paychex Flex has been inappropriate.
    Provides access to our Payroll Specialist. Allows us remote access to our account when working remotely from the office. Allows employees to print out paper copies of their individual records.
    Since we only use it for our payroll processing, we're happy with Paychex Flex.

  • Ellen Scordatoco-owner
    Review
    5.0

    As one of the partners and owners, I'm responsible for taking care of payroll. I have many other responsibilities, and payroll can be very time-consuming, and answering questions and providing documents to employees is time-consuming as well. Paychex Flex lets us outsource much of this work and allows employees to access the documents they need on their own.
    It's great for small companies without large HR or finance departments. It's less appropriate for giant companies that already have those functions in-house.
    Lets employees get their own paystubs. Lets us access tax documents rapidly and easily. Lets employees update their contact info, like their address, easily.
    I'd like to see more tutorials showing employees how to use it themselves. I'd like to see clearer names for reports.

Negative Comments
  • Cynthia HarrisPayroll Coordinator
    Review
    3.0

    We used a custom inhouse program for many years before going to ADP Workforce Now. That transition was painful but eye opening on what was available from Payroll providers/ However, their lack of integration between their platforms and their untrained staff led to a lot of extra work and the miscommunication resulted in expenses to the company which had us look elsewhere. We decided on Paychex Flex because we believed their product was seamless, we were looking to a future with increased off site employment so our needs were changing and Paychex met those changing needs on paper.
    Paychex Flex is well suited for smaller or less complex businesses with less than 250 employees who for the most part has basic processing and reporting needs. For larger companies with multiple contracts and accrual dates; companies that need to clock in and out from mobile site or through web punching; or if you need more than basic reporting needs, Paychex Flex is simply not capable of meeting your needs.
    Addressing your problems/questions. Their team is very knowledgeable and are capable of addressing your problems usually within the call or within a reasonable time if you shoot them an email. ACA - once you understand what is required to obtain accurate reports you are blessed with the results at year end. Setting up new Voluntary Deductions/Garnishments, Direct Deposits, Rate and Address changes even while processing an active payroll is super easy and everything takes effect immediately with the exception of W4/State/City tax changes that are not permitted during an active payroll. Seeing a payroll breakdown gross to net while still in the processing stages of payroll has proved to be very convenient and helpful.
    Reports. If you can manage with their many standard reports you're good to go, but customization of reports is truly lacking. To get a "special" report created for you usually takes a week, and you never speak to the person creating the report (they are shielded by this tall wall of mystery.) There is a lot of back and forth with your Payroll Rep to get it done the way you need it, and even then you are usually settling for the best they can do. No true seamless integration. Their platforms do not communicate as they promise so you find that you need to go to multiple platforms to get all your information in. You will even need to go to different areas within the platform to get a new hire added, for instance. You will hear a lot that Paychex Flex is not capable of doing something which means you have to figure it out since you still need what you need. Their Geo-fencing and web punching have multiple ongoing issues. Since Paychex will only deal with a select group of people in your organization, those select people become inundated with having to deal with the systems technical issues, getting screenshots, emailing and responding between Paychex and the employee to troubleshoot throughout the fix. You in essence become their support team instead of you having a support team that will speak to the employee to fix the problems. Their revolutionary Fingerprint Scanning Timeclocks are poorly designed and/or cheaply made. They go down and need to be replaced every few months leaving you with having to manually key in employee times. They know this is a problem yet will not agree to you having a back time clock unless you pay for it.

  • Lawrence CzelustaManager
    Review
    1.0

    It is used across the entire organization for payments and healthcare benefits since COVID. I also believe my employers are paying close to $10,000 dollars to provide health insurance to each of us.
    It is appropriate for extremely small companies that do not want to offer benefits, such as corner stores. People that have to travel a lot its great for, perhaps small tech startups. Its not good for any company that needs/wants to provide health benefits, its not good for any company larger than 10 people, they will mess up payment at some point, Ive had them at two jobs now and inevitably made mistakes.
    Clocking in and out flexibility is the main benefit to employees, especially in the time of COVID. Visibility of time and attendance is a great feature as it makes it easy to see how many hours you have. Requesting time off on the calendar is simple and easy, you can also make it visible to your coworkers, which prevents phone calls on off days.
    Timeliness on payments, Ive had many times when paychecks have been have been a day or two late. For people that dont make a lot of money that is not right. Several times Paychex has forgotten to take out money for health benefits, and sent the direct deposits through anyway, that adds up then they just take it at a later date without notification. Their health benefits are EXPENSIVE if you have a family! For single working people they are fine, but add a spouse or heaven forbid children and youre talking $1800 a month... its INSANE!! Thats the 2nd cheapest option, the cheapest was $1600 a month.... what is wrong with them? They are horribly deceptive if you need to change something involving them. They will lie, or make you do all of the research to find out how to change anything. This includes benefits, bank routing numbers, addresses.... literally everything is met with the laziest behavior I have ever encountered. Their app is incomplete in listing options and details about them, benefits and features. But thats par for the course, it seems.

  • Verified User
    Review
    0.5

    We are using Paychex to administer our payroll, WC, and 401K services.
    Poor customer service and response time (overall).
    The online portal works well. Creating payrolls are quick and easy to do for the most part. Employees have access to make changes to their profiles online with Paychex.
    Customer service is lacking across all departments. We need more training with the online payroll, 401K and WC portals. We were basically thrown in with minimal training. Empathy. Quick responses - Not allowing us the client to send multiple emails over the span of months to get one task done. Accountability. If my payroll specialist is out, we should receive an email they are out and who is handling our account in their absence. I should not have to find out when I call in the day of payroll, see there is an issue and no one get back to me. Then when I ask my payroll specialist the following week what happened they tell me in a condescending tone, they were out sick and their only obligation was to alert her manager, so she did her job. Or our WC rep, take 6 months to set up our WC accounts, then wait another two months because no-one followed up behind him to see our WC was hanging out in limbo and now we have a bill for over a $1000. When having issues with reps and I bring it to their managers attention they "seem" annoyed that they are being bother or answering emails with sparse notes. When I owned my own business 20 years ago, it ran for 15 years before I moved on. I worked with Paychex then and for the most part it was great. Now as an Administrator/Director at this new company, I find customer service quality is suffering. Paychex never explained when we open a 401K with them we would not have a broker assigned to us. Therefore we were not educated enough, for example...we did not know when you take out a loan pre-taxed you pay it back post tax. This is an important piece of info we could have used that would have impacted some of our employees when taking out a 401K loan.

Capterra
4.1
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Comments
  • Maz Roselyn D.Company Director
    Review
    5.0

    Paychex Flex is a great option for small to medium-sized businesses looking for a comprehensive payroll and HR solution. Its accurate payroll processing, automated tax filing, and strong customer support make it a reliable choice for businesses. However, it can be costly and has limited customization options which may not be suitable for all businesses. Additionally, it has limited integration options which may not be ideal for businesses that use multiple software.
    User-friendly interface: The software is easy to navigate and has a clean, intuitive design.Comprehensive payroll and HR solution: The software offers a wide range of features that make it easy to manage payroll, HR, and benefits all in one place.Accurate payroll processing: The software is known for its accurate payroll processing and compliance with state and federal regulations.Automated tax filing: The software automatically files taxes, saving businesses time and reducing the risk of errors.Strong customer support: Paychex is known for its strong customer support and assistance with compliance and regulatory issues.
    Cost: The software can be costly, especially for businesses with a large number of employees.Limited customization options: The software has limited customization options, making it difficult to tailor the software to specific business needs.Limited integrations: The software only integrates with a limited number of third-party software.

  • Debbie H.HR/Payroll/Office Manager
    Review
    5.0

    Survey software is not something that I usually recommend.
    The best thing about this software is that I can do everything I need to do on my computer or mobile phone at any time of the day or night. The application is very easy to access and I administer payroll, 401k, health, dental and vision benefits, FSA and employee additions/changes over the application. Almost every service I utilize through Paychex is on this application. Invaluable! If I'm out of town I can still submit payroll! WOW! What a game changer Paychex Flex has been! The old way of doing business is out the window with Paychex Flex replacing it in a very positive way!
    There is a couple of items that I would like to see enhanced. In people, I would like the ability to always pull up my preferred view of employees without having to click on the apply button. My preferred view is saved but will not display until I click on apply. Second, on the people drop down menu from the upper right corner, I would like the ability to select that view as well. When that drop down is selected I get all the employees that have ever been entered into the Paychex database - terminated and active. I want to be able to display just the active employees in that drop down. These are just enhancement requests that in no way affect the valuable pros of the application. The items in the cons are just "nice to haves".

  • Heather K.Director of Databases
    Review
    5.0

    As a user, Paychex provides an easy-to-use platform for time tracking and paycheck information. I downloaded the app but chose to stick with the website due to the straightforward nature of being able to clock in and out quickly, request PTO, and approve employee time tracking with a few clicks in a web browser.
    Paychex is easy to use as an employee. Being able to clock in and out is simple - there is a button to click that records the punches. I've also used the timesheet to manually enter time, which is also straightforward. As a supervisor, seeing my direct report's timesheet is handy. To approve, it's a matter of checking a box for approval - I feel like it could not get any simpler as an end user.
    While easy to use, I'm not too fond of the feature for switching between the employee (self) details and supervisor (direct report) details. A switch role function in the upper corner is not necessarily intuitive. I would love for there to be a way to have it all on the same "home" page rather than having to switch roles. While I personally do not have anything to do with the setup of Paychex, I am going to assume there are some issues from there, as our HR department seemed to have difficulty making updates to the system regularly.

  • Cody M.Controller
    Review
    4.0

    Thus far, the experience has been positive and meets all needs of the company. Tax compliance, W-2s, time keeping, and benefits admin all went smoothly through a full annual cycle. The customer service response times are within a reasonable range, and the mobile app surprisingly is very useful due to the simplicity of the overall platform. Employees can also self-serve make a certain number of changes to things like addresses or banking info without the need for an HR team member to service such requests.
    Cheaper and more streamlined solution for a smaller company that may not require dedicated payroll teams and a very high level of white-glove service.
    The ease of onboarding and implementation (compared to ADP, for example), as well as the streamlined processes that allow for staff who may not be payroll professionals to accurately run payroll & benefits to a high degree of efficiency.
    The functionality for contractors isn't as great as some other providers I've used in the past (PayReel, for instance). Additionally, the level of sophistication for tax issue or researching problems from state notices, etc. isn't the best I've seen though it is certainly adequate.

  • Devon D.Architect
    Review
    4.0

    Intuit should concede with their payroll platform and buy paychex, and paychex should enhance their integration and modernize the platform to something more agile like quickbooks. Employees should be able to onboard easier just as if they were buying something on Amazon. All of the 3rd party vendors that seem to be value added services are just more portals and passwords needing to be centralized.
    When it works and the overloaded staff can actually assist you, it is an absolutely awesome service. I have used PayChex since about 2015. Back in the day my first representative was the absolute most amazing advisor and gave me confidence when speaking with her because I could tell she knew her job. Over time as we added more states and switched companies, our SUI numbers became switched, bank accounts and invoicing was not aligned.
    Besides the reports that you are inundated with, the platform feels like it can actually perform, but truthfully it is pitiful java platform. The two factor auth is great but gets on my nerves and the fact that you cannot integrate with other identity providers or into your actual backoffice systems is a shame.

  • Verified Reviewer
    Review
    5.0

    We were able to reduce storage of paper statements that were never picked up. We were able to increase employee morale by giving our employees the ability to see their own data and make time off requests on their own.
    The user friendly approach within the Employee Online Access. We had employees that were afraid to go paperless with pay statements but with a little training everyone began utilizing the system. I liked the time and attendance module which allowed employees to see their own timesheets and administratiors to make corrections/update their staff timesheets and approve prior to payroll processing.
    I disliked the fact that the payroll module didn't link directly with time and attendance, we had thought that what was done in time and attendance regarding time off balances would automatically feed to payroll and reflect on our employees pay statements. But we found out that we had to do adjustments in both windows to ensure it matched.