PrimePay Reviews

“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.

“An efficient and simple system

Pros

It is an efficient system that is simple to get around and they are always quick to address any problems that come up.

Cons

Nothing so far as they just need to keep up the excellent work they are already doing.

“knowledgeable and excellent service

Pros

Their staff really knows their stuff and focuses on providing excellent service as they are professional, polite and always quick to reply. In short working with them is incredibly easy. I am especially grateful to my Rep, who expertly guided me through setting up our SIMPLE IRA, including employee contributions and employer matching with the IRS catch-up rules. They patiently walked me through every step over emails and calls. We launched our plan in 2022 and over our four years with PrimePay, they have helped us solve all sorts of issues, both big and small. Thank you!

Cons

There is not much to dislike. if I had to mention something, the quarterly reports have been a little late a couple of times. It does not really cause a problem and that is the only minor issue I can think of.

“top-tier and friendly service

Pros

The customer service is not only professional and friendly but it is also absolutely top-tier.

Cons

Occasionally the final step of a process gets delayed because of an address problem, even for an employee who does not work here anymore.

“quick payroll processing

Pros

What stands out to me is how quickly they get my payroll processed.

Cons

I wish I could work with the same representative each time I process payroll.

“An absolute pleasure to work with

Pros

Working with our representative is an absolute pleasure. She's incredibly sharp, always on top of everything and simply the best at what she does.

Cons

It is frustrating that support agents do not have direct extensions and we can end up stuck on hold for a very long time.

“useful tools, systems do not connect well

Pros

They consistently develop and offer tools and resources that are genuinely useful and make a real difference for our HR and payroll tasks.

Cons

Some of the connected systems like SyncHR and the time-tracking tool do not work together as smoothly as we'd expect. This means some tasks that should be simple end up being more complicated and time-consuming than they need to be.

“exceptional help from our rep

Pros

James provided exceptional help to us and is a real asset to your company.

Cons

They have been a good partner for our company since we started working with them back in 2007.

“Simple platform with supportive staff

Pros

The platform is pretty simple to use and the staff is very supportive making the whole thing easy to use.

Cons

One thing I did not like is that you can sometimes be left on hold for a while when waiting for support.

“efficient and always on time

Pros

It is an efficient and simple process and our payroll is always on time like never late which is awesome.

Cons

Well it is easy to forget things when you do not have a dedicated specialist assigned to your account.

“Quick and accurate payroll

Pros

They process and return our payroll files very quickly and the calculations are always accurate. We often get a same-day turnaround.

Cons

The previous version of it was difficult to use. Responses were also slow and it took forever to get someone on the phone.