PrimePay Reviews

“Prompt and reliable service

Pros

PrimePay service is always prompt and reliable as we have been using it for years without any problems.

Cons

There are no cons to report. In short no issues or complaints from me.

“consistently great service

Pros

The service is consistently great. Any time I have a question or a concern, I am confident I can email the PrimePay team. I always get a fast reply, a solution to my problem and a friendly interaction.

Cons

I have not had any problems with it. That said a lower price would always be welcome.

“Fantastic and helpful people

Pros

Every single person I have had to deal with has been fantastic! They have answered all my questions and fixed every problem without a hitch.

Cons

My experience with it has been fine as the issue is just that I have not had enough time to properly learn all the programs we have. But whenever I have asked for help, their team has always responded quickly.

“quite a user-friendly portal

Pros

The portal is really user friendly and easy to figure out. Also it is great that we can actually call and speak to someone whose main job is to help us.

Cons

Support ticket responses via email could be a bit faster.

“Exceptional support team

Pros

I love the support team rep I have been working with as it gave me exceptional service, showing a lot of skill, patience and professionalism. We had a very tedious job to get through and he handled it expertly while keeping a really positive attitude.

Cons

Getting through to the support team can be difficult sometimes. But I am really thankful to the Rep I was assigned too.

“worry-free payroll and taxes

Pros

From the very start, I chose PrimePay for their pay-as-you-go Workers Comp and because as a small business, getting insurance can be really tough. Now I rely on them completely to keep my payroll and tax filings perfectly compliant and worry-free.

Cons

After its rapid expansion, it is harder to get help as quickly as I used to. Initially I had a dedicated payroll specialist and we built a good working relationship. Now return calls are not guaranteed which is frustrating when you need urgent help.

“Helpful reps and short hold times

Pros

We have been with it for five years now. Whenever I call with a question, the rep always knows their stuff and is very helpful. Issues are usually resolved in that first call and I am never on hold for long. They feel like an extension of our own Benefits team making that part of my job much easier. Our employees are happy to have an HRA and the software makes it simple for me to offer it.

Cons

They handle everything so effectively. If I had to suggest an improvement, it would be to make the website layout clearer. It is okay if you use it regularly but since I do not, I have to relearn it each time.

“nothing to like about it

Pros

There is nothing much that I like about it even the pricing structure uses tiers or buckets instead of charging per employee, which can be less flexible for growing businesses.

Cons

I did not like the time card system and the payroll platform are separate from each other.

“Everything in one well-integrated system

Pros

Having everything in one system is a huge plus. Also it is great that all the parts like HR, COBRA and Payroll are well integrated.

Cons

So far, I feel like it would be helpful to have direct phone numbers for specific departments like PrimePay HR.

“easy portal and the best service

Pros

Their portal is easy to access and navigate. The customer service is some of the best I have experienced. They reply quickly and do not just give answers but they guide you to where you can find the information yourself.

Cons

There are minor challenges with how invoices are itemized and how we look up past invoices.

“User-friendly and simple to use

Pros

The system is user-friendly, making it simple to find our way around the portal and generate the reports we need.

Cons

I do not have any negative feedback to share.

“easy to use but long phone waits

Pros

Using the portal was not an issue and overall it is incredibly easy to use.

Cons

Sometimes when I call, it takes a long time for anyone to answer the phone.

“Outstanding support for years

Pros

Our rep has been with us for years and consistently offers outstanding support.

Cons

We went through a really rough patch for a while and are only just now getting things back on track.

“easy with fantastic support

Pros

It is so easy to use. PrimePay is always making improvements but manages to keep everything simple. The customer support is also fantastic. We have been clients for more than two decades.

Cons

On their busiest days, you might be on hold for a little while but they always answer eventually and solve your problem.

“Patient and fast support

Pros

My Client Support Rep today was really patient and I was impressed by how fast they called me back.

Cons

My interaction today was completely positive so no complaints.

“user-friendly and available portal

Pros

Primepay is a no-nonsense payroll company. The portal is very user-friendly and there is always someone available to answer my questions.

Cons

Because I don't handle payroll directly, it can take some time to get someone on the phone. The wait has gotten better but it is still usually over ten minutes to speak with a representative.

“quick and accurate payroll

Pros

Payroll gets processed quickly and with great accuracy. Also it is really easy to get hold of someone for help and the staff are always both friendly and knowledgeable.

Cons

Creating a custom report can be tricky for us sometimes. The good news is that the PrimePay staff are always ready and able to assist when we ask.

“team offers comprehensive service

Pros

The service is comprehensive, handling payroll, workers comp and taxes to make sure the right amounts are paid on time. The only downside is that the PTO accruals do not always match up between PrimePay and Swipeclock which sometimes causes issues for our employees.

Cons

There is not a specific representative assigned to our account that I can call to talk through problems which is a problem.

“good response and pleasant staff

Pros

In general the response time is good and I like the staff as they are always pleasant and professional.

Cons

At the start of the year, the response time was very slow because they were short-staffed. I called multiple times and was stuck on hold for an hour or more.

“way too unreliable support

Pros

The gross-to-net calculation works well and the product is fairly simple to use.

Cons

The main issue I noticed is the lack of reliable customer support. There have also been mistakes like earnings codes being set up incorrectly.