PrimePay Reviews

“system has limitations

Pros

The implementation team was absolutely fantastic as they were so knowledgeable and always quick to respond. I learned a lot from them about how the system operates. I also really loved how smooth and simple the entire setup process was.

Cons

One of the main issue is the system's limitations. It could not handle our complex payroll needs and was unable to produce even the basic reports we required. On a positive note the discovery documents for data migration were very detailed which made importing and verifying our information much simpler.

“valued the personal one-on-one help

Pros

I really valued the personal, one-on-one attention and how willing they were to walk me through each step. The staff who assisted me were wonderful.

Cons

There are a few small things with the onboarding process but I am providing feedback in hopes they can be adjusted. The system seems flexible so I am optimistic.

“Fast reports but long wait for help

Pros

Payroll reports come back really fast after I submit them. Allison has been a great help.

Cons

If any mistakes happen, the wait times on the phone to get help can be quite long.

“user-friendly and available anytime

Pros

The system is user-friendly and I like that we can process payroll at any hour of the day.

Cons

There is nothing to dislike. As I find it both convenient and simple to use.

“simple, accurate and good price

Pros

Working with them is pretty simple, the accuracy is also top-notch and the price is right for what we get.

Cons

The number of emails feels excessive and I am not a fan of the two-step verification process.

“powerful tools, needs better approvals

Pros

The position control feature and the time and attendance module are both really powerful. Also getting everything set up was a smooth and well-organized process.

Cons

A few things I noticed are workflows for things like job changes, status updates and pay rates do not allow for multiple levels of approval. Also it could really improve by making this process more dynamic and letting clients customize it.

“good problem-solving but long wait times can be frustrating

Pros

A customer care rep handled the situation with real professionalism and knew exactly what he was talking about to solve the problem.

Cons

It is frustrating to wait so long to speak with a qualified person, no matter what the topic is.

“Easy to use with great connections

Pros

PrimePay is very easy to use. A standout feature to me is how well it connects with Employee Navigator.

Cons

The hard cutoff time for payroll is a real problem, especially when I am right in the middle of the final steps. I have been caught by the verification process a few times and had to pay the Next Day Deposit Fee which is pretty frustrating.

“excellent layout and is user friendly

Pros

The layout is excellent as it is user friendly and everything just flows. Once PrimePay takes over direct deposits, I do not have to stress about payroll or tax payments going to the right places.

Cons

Generating reports especially for workers comp, is not simple or user-friendly. The process is difficult and I am often unsure if I am getting the correct report for my audit.

“Fantastic service and simple portal

Pros

Well the customer service is fantastic and moving through the online portal is simple too.

Cons

Sometimes I have trouble finding the specific reports needed for audits. When that happens, a call to customer service always solves the problem as they have never failed to provide what I need.

“reat technicians but poor follow-through

Pros

Support technicians are great to talk to because they clearly know their stuff and make us feel confident they understand all parts of the PrimePay system.

Cons

The system still lacks updates which creates extra work. Follow-through from technicians and getting issues resolved can be poor. I was also unhappy with the lack of accountability on a problem where I was incorrectly blamed.

“A pleasure to work with them

Pros

Working with the whole team at PrimePay is a pleasure. They make my job so much simpler!

Cons

Level of care the team shows its customers is something I really like and have no cons to share.

“huge improvement in service

Pros

There has been a huge improvement in how quickly PrimePay's customer service responds. As the representatives are always very helpful to us.

Cons

Right now I honestly cannot think of a single thing I dislike about it.

“nice portal and excellent service

Pros

The portal is incredibly easy to use and the customer service is excellent too.

Cons

Well the portal felt a bit outdated when I first started using it but they have rolled out so many upgrades and improvements since then.

“easy to use with the best support

Pros

It is very easy to use and the customer support is the best, though we rarely need it. And we love that all the services are in one place, so we do not have to log into different systems for reports like with some competitors.

Cons

The price is a bit on the high side but I must say it is not the most expensive option out there.

“simple and helpful system

Pros

Our payroll contact was an excellent communicator. After we moved to self-service, navigating PrimePay's system was simple and the tutorial videos were very helpful.

Cons

Overall our experience has been positive overall though waiting for a response can occasionally take a day or longer.

“Simple to use with terrific support

Pros

It is so easy to use and I like customer support team as it is always terrific.

Cons

I do not have any negative feedback to share about it.

“Fast help and a great portal

Pros

Getting help is always a fast process and the online portal itself is simple to navigate.

Cons

The verification steps can be problematic at times.

“friendly and helpful support team

Pros

Whenever I call for support, the team is incredibly friendly and always provides the assistance I need.

Cons

Invoicing sometimes has errors but the support team is good at sorting everything out for us within a couple of days.

“Poor service made us leave

Pros

Our experience was just okay but the customer service we received was poor and ended up being the reason we moved to a different company.

Cons

The customer service we received was extremely poor, with no response for months. This terrible communication is why we finally left after being with them for over ten years.