PrimePay Reviews

“A knowledgeable and fast team

Pros

The team is incredibly knowledgeable and solves issues fast. They are always willing to hop on a call and work together with us to make sure we have a great experience.

Cons

Honestly there is nothing to complain about. Every interaction with the team has been a positive experience for me.

“fantastic setup with a great consultant

Pros

We just finished setting up a new benefits program for Open Enrollment using PrimePay and the whole process was fantastic. Our consultant was amazing too. His deep understanding of the system and benefit plans made me feel confident at every stage. He was always punctual, communicated everything clearly and was available whenever I had a question. On top of being a real professional, he was also friendly and easy to talk to. In short I would definitely recommend him to anyone and hope to work with him again.

Cons

One thing that could be better is the clarity around their branding. The way PrimePay and SyncHR are presented can be a little confusing making it hard to tell them apart or understand what each one does. So a clearer and more consistent brand message would really help.

“Helped keep my fees down

Pros

They collaborated with me to keep my processing fees down. In the past I have only used my payroll provider for the basics and nothing more.

Cons

Being with them for less than a year makes it tough to pick a downside. However my monthly payroll charges were higher than the quote I received which happened twice even after it was fixed. It seems like there might be a recurring system glitch that needs attention.

“fast tool with helpful support but limited service range

Pros

PrimePay is simple and fast. Their customer support team is really helpful too and the website has a professional, colorful design.

Cons

The website's range of services could be a lot broader. Also as a customer, having access to more detailed information would be really helpful. Partnering with more companies would also allow them to offer a wider variety of useful software tools.

“ood guides but support is useless

Pros

For most problems, we can find step by step instructions to fix it yourself and sometimes there is even a helpful video guide.

Cons

On the occasions I have had to call support, my problems were not always fixed and sometimes no one even called me back.

“smooth and easy to use

Pros

The website and its processes are very smooth and easy to use. Overall it has been a perfect solution for what our company requires.

Cons

Getting our E-Verify system set up has taken an unexpectedly long time. We have been waiting for several months and still don't have it resolved.

“A broad and modern platform

Pros

PrimePay covers a broad range of business services. The platform has a modern, clean design and is simple to navigate, especially for running payroll.

Cons

Well a support can be a hit or miss. As sometimes my issues are solved quickly but other times I feel stuck and like I need more assistance.

“reat support staff

Pros

For me the best part is definitely the support staff. In all my interactions, they have managed to be both highly professional and genuinely friendly.

Cons

What I like least is not really just a PrimePay problem. There is a lot of information on how to run reports or do specific tasks but it can be tricky to find your way through it alone or to word a search query correctly to find the right answer.

“Outstanding customer service

Pros

From the very beginning, the customer service has been outstanding. The team is quick to respond and has helped us with every question we have had.

Cons

The website's layout is not the most user friendly. Though it works and is fairly simple but it feels limited in certain areas.

“manages our reports automatically

Pros

A huge benefit is having PrimePay manage all our quarterly reports which takes the pressure off our office during that busy time. We also like little things such as being able to print checks for our clients when needed.

Cons

Our company has faced some issues with tax payments being incorrect or overpaid since we switched over mid-year. We also sometimes struggle to get ahold of someone when our clients are frustrated and demanding answers.

“great for automatic tax filing

Pros

The best part about it is how it automatically takes care of all our tax filings and quarterly reports. It saves us so much time and gives us confidence that everything is done correctly and submitted on schedule. This automation really cuts down on mistakes and makes sure we stay compliant without constantly worrying about deadlines.

Cons

The automation is helpful but the platform is not very flexible if you need to make changes to a payroll run. It can feel restrictive especially with last-minute edits. Communication with support could also be better as responses are sometimes slow so having a direct contact for urgent matters would make a big difference.

“flexible systems and excellent service

Pros

We have only been using PrimePay for about five months now but I have been really impressed with how flexible their systems are. Plus the customer service has been excellent.

Cons

There have been a lot of software updates lately which can be a bit stressful. That said all the changes have ended up providing useful improvements.

“simple to use but zero control over payroll

Pros

Getting around the software is simple and user-friendly. Also it is no trouble at all to look up details about the company or any employee.

Cons

I do not have full control over my payroll runs. If I make an error, I have to contact customer support to either void the entire payroll or correct the mistake for me.

“Listens to our needs, scheduling is hard

Pros

They really listen to our objectives and budget concerns. A major plus is being able to run payroll from my American Express account via ACH which avoids any wire transfer fees.

Cons

The scheduling system does not fit our needs well. When employees work opposite shifts, I need to see everyone's schedule at once to make sure we have proper coverage and that's not easy to do.

“reat team and a good price

Pros

The sales representative was very helpful and the pricing was right. My account specialist and the entire onboarding team were fantastic at getting everything configured. Cost was a big factor for me and this service is nearly half the price of other payroll companies I have used.

Cons

Transferring our employees from our previous service to this required a lot of work. We had to manually move a significant amount of reports and information ourselves.

“easy to use but offer less control over account

Pros

Navigating and using the platform is a very easy and simple process.

Cons

I have less control over my account compared to other payroll software I have used. For small changes that I could make myself before, I now always have to contact support.

“contract feels scammy

Pros

Setting up the software was not a problem and I was comfortable with the system right away. Since my franchise requires Profitkeeper, having it on the same site makes things convenient.

Cons

The way they handle contracts feels dishonest. They included a clause that lets them update the agreement whenever they want and they make these changes without being transparent about it.

“Very Very helpful team

Pros

What stands out is the tight-knit feel of the team. I really value collaborating with them to solve issues and learn new things.

Cons

There are not many downsides for me. It would be great to have more options for viewing pay information making it simpler for some of our staff. The positions feature is not my favorite.

“professional with fast responses

Pros

Their team is professional, provides fast responses and is very helpful with payroll. The additional services, like training sessions are also a great benefit.

Cons

On occasion I really need to talk to a specific person directly on the phone and that can be difficult to arrange.

“personalized attention for setup

Pros

They give us personalized attention to make sure everything is set up properly.

Cons

At the start there was a bit of uncertainty about who was responsible for which tasks.

“asy platform, quick support

Pros

The platform itself is very easy to navigate. The support team is quick to respond to questions and on the rare occasion we need help, they are friendly, efficient and usually resolve the issue on the very first contact.

Cons

Having to type at least 40 characters into every text box feels unnecessary to me.

“nothing special, terrible support

Pros

Honestly there is nothing special about them. When we compare them to other providers, they just do not bring anything better or more innovative to the table.

Cons

The customer support was completely inept. We kept getting passed around with no clear answer about our tax withholding issues. After months of frustration, we finally left. We later discovered they had withheld over $8,000 more in taxes than required which is a huge deal for a small organization like ours.

“good service but too many surveys

Pros

My recent interactions with their customer service have been good, to be honest. The responses were fast and very helpful.

Cons

Being asked to complete a survey every single time a support ticket is closed is just too much.

“unprofessional company

Pros

There is absolutely nothing good to say. This company is unprofessional. I'd warn anyone thinking of working with them.

Cons

They often mess up simple requests and when they do make an error, they take no responsibility to correct it.

“A personal touch but support is hard to reach

Pros

PrimePay has a personal touch as it is not so big that you feel like just a number but it is also not too small to handle all your business requirements.

Cons

Reaching a customer support agent can sometimes be way too difficult which I do not like at all.

“fast help for QuickBooks issues

Pros

We received a very fast and helpful response when we had an issue with QuickBooks.

Cons

Some of the support cases we open do not seem to get any response at all which is really frustrating when we need help.

“Terrible service and poor work

Pros

I cannot think of a single positive thing. The customer service is awful and the work quality is so poor that we constantly have to follow up on questions, usually with no reply. Even a simple question takes more than a month to get a partially acceptable answer.

Cons

The quality of the customer service and their work is just terrible.

“ery friendly and helpful people

Pros

Every single person I have talked to has been very friendly and went out of their way to help.

Cons

So far I have not run into any negative issues at all!

“A fantastic and top-notch team

Pros

The team there is fantastic as they are always available and ready to assist us. In short the customer service is top-notch. So a big thanks to them!

Cons

There is nothing I dislike. The customer service has been great and I have no complaints.

“fast replies but long hold times

Pros

Getting a fast reply is really important to me and PrimePay always gets back to me quickly and effectively with whatever I need.

Cons

The wait times when I call are sometimes much too long. The music played while we are on hold feels like a form of punishment.

“aves me a lot of time

Pros

For the past few years PrimePay has handled my payroll which saves me a lot of time and lets me concentrate on running other parts of my business.

Cons

I do not have anything specific to share about what I like least as everything has been fine so far.

“Simple for our many workers

Pros

Our transportation company finds PrimePay pretty simple to use, with helpful tools for payroll even with our many different types of employees.

Cons

Getting through to the support team is a real challenge. While they do have online resources available, it usually takes about an hour to actually speak with a live representative.

“wonderful support team

Pros

The customer support team is simply wonderful. Our representative especially was fantastic as she took the time to walk me through how to handle accruals for PTO, sick days, holidays and explained everything very clearly.

Cons

One customer service rep promised us to make updates but never followed through.

“Very professional service

Pros

PrimePay service is very professional. They managed to fix the issues we had right away.

Cons

There are no real cons. They did miss processing direct deposits once but they fixed the problem very quickly.

“I always get a prompt answer

Pros

No matter what we ask, we always get a prompt answer back.

Cons

My preference is to have one dedicated payroll specialist for our account so I am always talking to the same person. As that would make the service feel much more personal.

“high cost for small service

Pros

The weekly reminders to submit payroll are really useful.

Cons

I feel like the cost is very high for the minimal level of service provided. In short it does not seem designed with small businesses in mind.

“Very easy and simple to use

Pros

Using PrimePay is not a problem at all as it is very easy and simple to use.

Cons

There is not anything about the product that I actually dislike.

“good support rep but IRS issues

Pros

The support I get from them is good. My Rep is absolutely the best.

Cons

Well the IRS just sent me a notice saying we owe an extra $2,700 for our quarterly payroll. I believe the issue is being handled but I have not received any updates this year which is definitely worrying. On a smaller note, the software can be a bit glitchy as printing invoice receipts is often difficult and sometimes the employee data reports show address errors that do not actually exist in our records.

“Cannot deliver what they promised

Pros

There is nothing good to say. They sold us a service but cannot actually deliver what they promised.

Cons

It feels like they do not care. I sent an issue to someone and the person who replied just gave suggestions instead of actually investigating the problem.

“amazing all-in-one service

Pros

PrimePay's amazing customer service and all-in-one payroll solutions have been a huge help for our company. Their efficient system lets us concentrate on our main work instead of worrying about payroll tax reports or workers comp audits. We trust them completely because of their professional expertise.

Cons

On Thursday or Friday afternoons, I sometimes have to wait a bit longer for a callback. But the good news is, they always do call back.

“A definite step up

Pros

Switching to Primepay was a definite step up from our previous software. My department is still getting used to it but we feel it's a change for the better.

Cons

We have come across a few small problems. Mainly the time-tracking side of the system seems to be lagging behind the SyncHR side in terms of features and performance. I also need some help building and running the specific reports I need for our team.

“Awful service with constant mistakes

Pros

Nothing. It used to be easy to get someone on the phone. Now it is very hard. We also had the same one or two people handling our account before but now it is a different person every time and they regularly make errors. The constant mistakes just create more work for us. Overall it is awful.

Cons

Everything. It used to be easy to get someone on the phone but now it is difficult. We used to work with the same one or two people but now it's a different person every time who regularly makes mistakes. This creates more work for us and is just awful. There seems to be no quality control.

“Outstanding and professional service

Pros

The customer service is outstanding. The team is incredibly professional, always kind and ready to assist and they efficiently find a solution for any problem I have.

Cons

There is nothing wrong. It is perfect. Overall it is excellent and keeps getting better.

“simple portal and helpful staff

Pros

Getting into the payroll portal is simple and their staff members are very helpful.

Cons

I do not have any negative feedback. I called the day after a holiday and only had to wait about ten minutes which was reasonable.

“A big system improvement

Pros

A big improvement is their updated system which means I can always get someone on the phone to help if our main representative is not available.

Cons

This is not necessarily the softwares fault but we pay for an overnight priority mail service and sometimes the packages do not arrive on time or at all. Also the invoices we get from them are sometimes incorrect and overcharge us.

“helpful and responsive support

Pros

Without a doubt, their customer support is the absolute highlight of my experience with PrimePay. The team is always helpful and responsive.

Cons

Nothing much to share when it comes to cons.

“No advantages and poor service

Pros

As a treasurer for two groups, one uses ADP and the other uses PrimePay. When you compare them directly, I would say PrimePay does not really have any standout advantages over ADP.

Cons

The customer support was very poor as they often promised to call us back but usually never did. They could not manage to withhold Philadelphia wage tax for two employees, even after we asked multiple times. We switched to ADP, who handled the taxes correctly and then PrimePay charged us a $2,000 early termination fee. The whole experience was awful.

“good customer service but we had a payroll delivery mix-up

Pros

My call today with the customer rep was great. She quickly grasped the problem I was having and made sure my request was taken care of.

Cons

There have been a few times when our payroll was delivered to the main church building instead of the Rectory, even though the delivery label clearly states the Rectory address.

“A wonderful support team

Pros

The best part has been working with the support team. For years she has handled every issue we have come across. There was even a time I was really stressed and she calmly talked me through it, explained what was happening and fixed everything.

Cons

For us, the process for setting up tax withholdings in new states can be a bit challenging.

“quick, simple and professional

Pros

Everything about it is just so quick, simple, accurate and professional. PrimePay is my favorite system I have ever used.

Cons

This system is so professional that I honestly cannot find anything to complain about.