PrimePay Reviews

“good support but slow email replies

Pros

The customer support was very good and managed to fix the problem I was having.

Cons

Communicating with tech support was a bit frustrating because it relied entirely on email and the speed of the response depended completely on how fast the email servers were working at the time which I did not like.

“A great tool with fantastic help

Pros

What a great tool it is. The person who helped me today was absolutely fantastic! I was having trouble logging into it to handle a final paycheck for an employee. Since we are a small business with a great team, we do not have much turnover so I had not done a termination in years. He expertly guided me through the whole process and I was happy to see it is now a simplified interim payroll run. He taught me a lot and maintained a really positive, helpful attitude throughout the entire call.

Cons

We also had a major issue where one of our payroll deliveries was not sent via FedEx as expected as it was mailed through USPS instead and did not arrive until the next week. Luckily, it showed up on Monday but the delay caused a lot of stress.

“saves me a ton of time

Pros

Having PrimePay handle my payroll, along with the reports and W-2s saves me a ton of time and hassle.

Cons

In the past we could be on hold for a long time but thankfully that's gotten much better recently.

“An amazing and helpful team

Pros

This team is amazing. The customer service is fantastic as they always help me fix my little mistakes with a real babysitting approach. The prices might not be the absolute cheapest but they are fair and the excellent service is worth every extra penny. I plan on staying with them for a very long time.

Cons

Still getting to know everything but so far everything's been great with it.

“A simple way to do payroll

Pros

For anyone without formal payroll training, PrimePay provides a really simple way to process everything yourself.

Cons

Getting through to someone for questions or help usually involves a fairly lengthy wait on hold.

“empathetic and professional support

Pros

The support team showed a lot of empathy for my particular situation and handled everything in a very professional manner.

Cons

Back in December 2023, the wait to speak to a person was extremely long. However it is a different story now as everything is operating very smoothly.

“Quick and efficient payroll processing

Pros

They process our payroll quickly and efficiently. We also have our Simple IRA plan with them which is great because it means they handle all the complicated calculations for us.

Cons

No major issues to report. They do a good job of sending us reminders ahead of time to get timesheets and bonuses ready.

“great website but high fees

Pros

Getting around their online payroll website is really pretty simple which I like a lot.

Cons

Their service fees are a little steeper compared to some other payroll providers I come across.

“requires no effort to use

Pros

It does not take any effort of ours to figure out how to use it.

Cons

I have been running into some issues trying to get signed up for the experience cloud.

“Lots of control and customization

Pros

You get a lot of control over the entire payroll process and the customization options let us customize everything to our company's specific needs. The team at PrimePay is also very responsive and provides support thats easy to access whenever we need help.

Cons

Our organization no longer has a specific payroll expert assigned to our account.

“confident doing my own payroll

Pros

Handling my own payroll electronically gives me confidence that everything is being done correctly.

Cons

We are not notified promptly when our Customer Success Manager changes which leaves us without a clear contact person. This means questions often do not get answered quickly. For example if I have a payroll question while I am processing it, it can take hours for a callback, and by then the payroll is already finished and sometimes done wrong.

“A quick and knowledgeable team

Pros

I love their team as it is both quick to respond and very knowledgeable.

Cons

Well I genuinely cannot think of a single thing I dislike about it.

“smooth and simple switch

Pros

Switching from our old payroll provider was a smooth and simple process. They offered good training and supported us through every step. On top of that we ended up saving money by making the change.

Cons

Now that we have a dedicated support team for i9 Sports, I do not have any complaints.

“Simple platform but long wait times

Pros

The platform is simple to use and customer service is available whenever we have a question.

Cons

Well the wait time to speak to a person can sometimes be quite long.

“great support but hard to call

Pros

There was a time I ran into some problems and the support team gave me all the time and attention I needed to get them sorted out.

Cons

It is not easy to get someone on the phone when we need help.

“excellent and prompt client service

Pros

My favorite thing about it is that whenever I have a payroll question or issue and give them a call, they answer promptly and guide me through anything I am unsure about. Overall their client service is excellent.

Cons

No negative feedback at the moment as I have never experienced poor service.

“easy to use tool but hard to reach help

Pros

It is easy to use and we can get the reports we need quickly.

Cons

Reaching a customer service agent is way to challenging.

“great onboarding and good contacts

Pros

The onboarding features are great and there is a good selection of contacts ready to help in different areas like payroll, taxes and HR.

Cons

I feel like it would be helpful if there was a smoother way to copy an employee's profile from one business unit to another. For instance when a staff member works in two of our territories, manually adding them to the second one takes up a lot of time. I realize there are probably legal reasons why this is tricky so I do not have a clear solution to suggest.

“User-friendly time clock but occasional payroll cycle errors

Pros

PrimePay software for the time clock is pretty user-friendly which I like the most.

Cons

On the payroll side, the pay cycles are set up incorrectly.

“much better price than ADP

Pros

The price is much more competitive than ADP's. The features are pretty similar and work perfectly for what my small business requires.

Cons

To be honest the tutorial guides are not very user-friendly. When I ran into problems, it was hard to find the right solutions so I ended up having to figure out a lot of things by myself.