PrimePay Reviews

“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.