Paychex Flex Reviews

“Flexible payroll submission times”

Pros

I appreciate being able to submit payroll later.

Cons

The first few days were pretty confusing to navigate. Also had to figure out how to generate reports with the new Paychex Flex system which took some getting used to.

“Frequent Rep changes are frustrating”

Pros

The accuracy of their service is really impressive and you can count on getting reliable results every time.

Cons

Frequent change of account reps has been really frustrating. I've actually considered switching to a different payroll company because of this constant instability.

“Frustrated with customer service”

Pros

In my view, the platform is alright. It is user friendly.

Cons

Poor customer service for over a year now. Emails go unanswered for weeks and even when support directors or upper management get involved, the follow-up is terrible. Really frustrating when you need help and can't get it.

“Annoying customer service”

Pros

The technology behind this platform is solid and comes packed with useful features. The PEO side really delivers when it comes to support and keeping everything compliant.

Cons

Customer service can be frustrating when you're bounced between different departments instead of having one person who knows your account and can handle everything.

“mobile app needed”

Pros

I really appreciate how this web-based system handles customer traffic management especially when there's a sudden surge in demand for specific products. The single-user access at a time keeps things organized and prevents conflicts.

Cons

The software only works on Windows and Mac with no mobile app available. Monthly billing gets expensive, wish they offered quarterly payment options. Pretty limited to just HR tasks and you can't do any API integration or customization work.

“Instantly available information”

Pros

Having info right at my fingertips whenever I need it is amazing

Cons

Reports can be a bit tricky to locate at times.

“Unresolved issue”

Pros

I'm really fed up with this system right now and honestly don't want to get into the details.

Cons

Customer support has been very bad. I've been dealing with an issue since December and they either give me the runaround or just ignore my emails completely.

“User friendly platform with great support”

Pros

The platform is really user-friendly and their customer support team is excellent. I find it super convenient for tracking all our employee payroll information. Having a reliable resource that actually supports our business needs makes such a difference.

Cons

Sometimes the integration between different modules breaks down and I end up having to manually enter data into Time and Attendance that should flow automatically. Would be much better if everything worked as one unified system rather than feeling like separate pieces that don't always integrate properly.

“ease of creating reports”

Pros

I like how simple it is to build custom reports. The notification system is solid too and I like having those extra links to explore when I need more details.

Cons

I haven't really spent much time looking for things I don't like about it

“limitation on handling multiple payrates”

Pros

Really appreciate having everything bundled together. The timekeeping, HR functions and payroll all work well in one place which saves me from juggling multiple systems.

Cons

The system can't handle multiple pay rates for the same employee which is frustrating when someone works different positions.

“Dedicated point of contact”

Pros

Having a dedicated contact who really understood our business and our history made all the difference. They knew exactly how we operated and could provide personalized support.

Cons

Really can't think of any major issues with this one.

“non-existent support”

Pros

I initially found the portal pretty easy and liked how it seemed to work but honestly there isn't much to highlight as a positive since it falls short in quite a few areas.

Cons

Customer service is basically non-existent here. During setup, their rep made mistakes entering our bank details and employee ssNs. Then Paychex somehow ran 3 payrolls in one day trying to fix their error, pulling about $100k from our account by mistake. The worst part? They didnt even help us recover the money and we had to chase down the banks ourselves to get it back. All because of careless typos from their onboarding team on critical information.

“saves me time on paperwork”

Pros

Found it easy to use and it really cuts down on the time I spend organizing paperwork and filling out forms.

Cons

It would be helpful if there was a calendar feature showing each attorney's upcoming prehearings, status conferences, TSCs and hearings.

“convenient self-service payroll updates”

Pros

I can handle payroll changes myself now instead of having to fax or email our rep and wait around. Being able to update deductions, direct deposit info and salaries whenever I need to is really convenient.

Cons

Haven't run into any problems with it so far.

“comprehensive solution”

Pros

This platform covers everything I need for managing our team from finding new hires to getting them set up, handling benefits, meeting yearly compliance requirements, processing payroll and tons of other employee-focused features that make my job so much easier.

Cons

Customer service can be slow to respond when you need help.

“Impressed with the support”

Pros

I've been working with this service for years now and the support has consistently impressed me. The customer service team really knows their stuff and having a dedicated HR generalist makes such a difference in getting personalized help when I need it.

Cons

Veryyyyy RARELY getting help requires reaching out twice before hearing back. I get that they're juggling tons of clients but a quick heads-up that someone's working on my issue or when I can expect a response would go a long way.

“Outdated system”

Pros

There honestly isn't much positive I can say about this software. The system feels pretty outdated unless you purchase their payroll and HRIs package.

Cons

The software feels pretty dated and could really use a major overhaul, either across all features or at least fix the 401(k) functionality.

“Understaffed team”

Pros

The platform worked well before they decided to switch everything to full automation.

Cons

It has serious issues and their support team is severely understaffed. Getting someone on the phone is nearly impossible! They kept switching my payroll specialist around, which meant I wasted hours trying to get basic processing done. Even when I managed to reach a supervisor, nothing got resolved and there was zero follow-up. The whole experience was one headache after another until I finally switched to ADP, much better software that's actually user-friendly and saves me money.

“Regret choosing this software”

Pros

There's honestly nothing positive I can say about this. Even our previous system, which was already outdated and problematic, was still better than what we have now.

Cons

The project implementation was a complete disaster from start to finish. They kept starting and stopping everything with constant red flags on their end and completely failed when deploying the physical time-clocks. Getting answers or having issues addressed takes forever and the project coordinator barely knows the technical details and doesn't escalate problems fast enough to solve actual business issues. Migrating to the new platform has been nothing but headaches. Problems are literally everywhere from how they notify users about updates and links, to the training materials for end-users, to permissions that have created absolute nightmares for employees. We've got people who cant enter PTO requests, can't see previous paychecks, can't access time cards, can't get to 401k details. The list just keeps going. They refuse to hold themselves accountable for implementing solutions quickly and professionally, making excuses for every single failure and misstep. I've dealt with software companies like this before and what I can tell you is they're typically not run well at all. Really wish our HR department had better options when they committed to this upgrade, it's been a nightmare for them and so many of our users.

“easy to use but has frequent outages”

Pros

It is quite easy to use and I can find everything I need right away without digging around.

Cons

I experienced multiple service outages where the system went down making it impossible to update anything during those periods.