Glitchy System poor customer service.
Title: Glitchy system, upsell pressure, and poor support – not recommended I switched from Heartland Payroll (now Auris) to Paychex because I was told I would get the same level of service and that they worked with LCPtracker for certified payroll. I also want to acknowledge that there are a few hardworking and dedicated Paychex staff who went out of their way to assist me; those individuals were professional and genuinely tried to help. Unfortunately, my overall experience with the platform has been very negative. In my opinion, the self‑service data upload side of the system is deliberately glitchy and unreliable, which feels like it is designed to push you into buying a higher level of service just to get basic functionality. At the time of this review, my certified payroll ended up scrambled after I tried to raise a complaint, and I found out there is essentially no dedicated complaint division, which is surprising for a company of this size. I was told I would have all the same services I had with Auris. That turned out not to be true. What I actually received was a low‑tier, glitchy product, and then I was advised that I would need to upgrade to a higher‑tier service just to use the AI portion of the platform or even to call in a payroll the way I expected. Getting consistent customer service felt like an act of Congress. Because of repeated issues and the extra costs tied to late payroll runs caused by these glitches, I am now looking for a new provider and, for the time being, leaning toward handling payroll through QuickBooks until I can find a better solution. Based on my experience, I would strongly caution other small contractors and construction businesses: do not expect an entry‑level Paychex package to run smoothly without numerous glitches, and be prepared to pay significantly more each week if your payrolls run late. For me, this system has been a joke, and I recommend looking elsewhere for reliable payroll services. This company can improve their services by offering more on time customer support as they appear to be to busy, overhauling their data base and fix the glitches in the lower level services. Giving customers the same access to the screens being used to fix data on the staff ends