PrimePay Reviews

“Overall Experience with PrimePay

Pros

The platform is very easy to use and incredibly intuitive.

Cons

The technology I am accustomed to is not available here.

“Sacramento Heart and Vascular Medical Associates

Pros

I liked that we were already with PrimePay and they had a lot of our information on file.

Cons

General customer service support, outside of the integration team could be significantly improved.

“extremely slow customer service

Pros

I would like to mention Keegan Fonte here. When I was struggling to reach someone at PrimePay, he quickly connected me with the right people and has checked in multiple times to make sure my issues got resolved.

Cons

I've been stuck waiting 2+ hours just to reach someone on the phone. When I try the callback option, there's no clear timeframe and after being on hold for hours multiple times, I dont really trust it would be any quicker. A former employee created a ticket back in september 2023 and I only got an email about the resolution this week in March 2024. Had to email back for more details since I wasn't even aware of what was happening.

“simple software with limited customization

Pros

I find this software really simple to navigate and having them handle our payroll tax payments and W2s saves me so much time.

Cons

Can't manage everything ourselves and have to reach out to prime pay whenever we want to adjust certain settings or make changes which is frustrating when you just want to handle things quickly.

“Poor support Response Times

Pros

The features are solid with plenty of options to choose from.

Cons

The email support takes way too long to get back to you, pretty frustrating when you need help quickly.

“smooth transition for us

Pros

Works perfectly for our business needs and their customer support team responds quickly whenever we have questions. The transition was smooth and everything has been running without any issues since we made the switch.

Cons

The interface feels pretty outdated and can be tricky to scroll around.

“disappointing customer care

Pros

It is is really affordable and includes all the functionality we require.

Cons

The lack of a dedicated account manager is frustrating and customer service response times are painfully slow. What really gets me is that they don't integrate their vendor services properly. I have to deal with three separate support channels for timesheets and onboarding issues. The manual payroll import from their timesheet service is ridiculous when it should obviously be automated.

“Great experience with this software

Pros

I found it quite userfriendly. Communication with support has been excellent. They're responsive and actually helpful when issues come up. The whole team behind this seems genuinely invested in making sure users have a good experience.

Cons

Honestly can't think of any downsides from what we've experienced so far.

“cooperative staff

Pros

setting it up was not hard. Our rep really knew what questions to ask, actually listened to our answers and implemented precisely what we were looking for.

Cons

Haven't run into any real issues yet. The whole experience has been pretty smooth and the one time I needed to reach out for support, I got connected with someone who actually knew what they were talking about and was happy to help.

“Highly recommended for smaller businesses

Pros

The team members are really nice and provide personal service. I'd definitely recommend this for any small business.

Cons

Takes a while to get the hang of but once you figure it out, weekly processing becomes pretty simple.

“great having a dedicated rep

Pros

Dawn provides incredible support, probably the best we've experienced across all our services. Having direct access to someone dedicated like her means I don't have to explain our entire background every time since she already knows our history. Issues get resolved so much faster compared to when calls go through general staff who aren't familiar with our setup.

Cons

The union reporting just isn't there at all and I can't get reports on job-specific hours or costs either. I've had a support ticket open for months asking for at least basic information if not a proper report. Both union and job reporting are crucial for our certified payrolls and fringe benefit payments and honestly, if I ever switch away from this platform, this would be the main reason. Everything else works perfectly though.

“Integrates smoothly with our systems

Pros

The self-service features have been a game changer for our HR team as employees can handle tasks independently now which really reduces our workload. What impressed me most is how customizable the fields are and how smoothly it integrates with our existing programs, creating a smooth workflow from start to finish. We've actually seen better employee retention since introducing features like earned wage access, giving our staff more control over there finances. Customer support has been outstanding too and our account manager feels like part of our team and is always ready to help with any questions or issues that come up.

Cons

We'd really like to see a stronger Performance Management Module. The current one feels pretty limited when it comes to performance appraisals and setting objectives.

“incompetent support and outdated reporting feature

Pros

Not much to mention here besides the fact that it gets the job done for payroll processing

Cons

The reporting portal feels completely outdated and honestly, the support team seems pretty incompetent. I'm convinced this company will probably shut down in the next couple years as more customers jump ship to better, cheaper alternatives like we did. We had multiple instances where support just ignored us and we couldn't even get a basic report we needed for an audit deadline, something that should be available through self-service on any decent platform.

“such a time saver

Pros

switching from our previous provider has been a game-changer as we're saving so much time on our bi-weekly payroll runs and everything just works well.

Cons

I haven't discovered any downsides so far.

“great value for money

Pros

I really appreciate how simple it is to reach out to a rep whenever I need help. They're knowledgeable and always quick to provide advice or walk me through any changes I need to make.

Cons

Haven't run into any real issues with this system and it's been pretty solid overall. The setup team knew their stuff and guided us through the entire process. Learning the interface was not difficult and inputting payroll data feels easy. Reports generate fast after submission which is great for our workflow. For what we're paying, it's definitely delivering good value.

“professional and well-trained support

Pros

Tim's is very professional and always there for me in case I need guidance.

Cons

Can't complain about anything. I would recommend it to everybody.

“affordable but interface isn't the best

Pros

Really simple to handle and seems pretty budget-friendly. The support team is super helpful whenever I've needed assistance.

Cons

Takes too many clicks to get things done and the interface isn't always the most user-friendly

“simplifies my tasks

Pros

I find the web page really easy to use. What I appreciate most is how it simplifies my daily tasks, this is actually my first time working with a system like this and it's made everything much easier for me.

Cons

I haven't really found much to complain about honestly. Pretty much everything works as expected and when I've had questions, they've been resolved quickly. Haven't run into any major issues with the system or their support team so far.

“covers all payroll needs

Pros

It's good having just one login that connects PrimePay with our HR system. The payroll features cover everything we need for processing.

Cons

The reporting feature feels complex especially with how data fields are labeled. This makes it challenging to build custom reports for things like 401k testing and workers' comp reporting.

“Top-notch service, dual logins and timeclock issues frustrate

Pros

Their customer service here is top-notch. Wait times are usually pretty short even when they're swamped. Every rep I've dealt with has been super friendly and incredibly helpful, often sharing extra tips and features I didn't even know existed. The system itself is pretty easy to use and I really appreciate being able to review all my payroll reports before hitting that final submit button.

Cons

Most frustrating part is making employees go through separate login processes, one for the PC and another setup for the mobile app just to use the timeclock feature. The onboarding system doesn't transfer all employee data smoothly so I end up doing manual setup work anyway. While payroll customer service is brilliant, the timeclock support team can be harder to reach and sometimes less friendly in their approach.