PrimePay Reviews

“It's a good product overall

Pros

The payroll system is very user-friendly and it gets regular updates. Our new Client Success Manager, Jose Carcamo has been very helpful.

Cons

The waiting time to speak with client services is too long.

“PrimePay is good choice

Pros

I really like the cost-effectiveness, timeclock integrations and employee onboarding features.

Cons

The initial setup for employee usage on the portal was a bit tricky but the recent upgrades have resolved this issue.

“Prime Pay Review

Pros

The setup is simple, and it is easy to use. Also the customer service is excellent.

Cons

It seems like there is a new representative every few months which is not ideal. Because you when in need you have to explain everything to them form the beginning.

“Efficient portal

Pros

Their customer support is outstanding and they respond very quickly.

Cons

The system could be a bit more user friendly and automated.

“Was an amazing vendor then went down hill

Pros

They manage everything for you which eliminates the need for multiple services.

Cons

The response time has increased. It used to be that I would submit payroll and receive reports to approve within a few hours. Now, I submit on Monday morning and usually do not hear back until midday on Wednesday.

“Payroll Review

Pros

We have been with them for many years now.

Cons

It is difficult to get anyone on the phone when needed, and they frequently make mistakes in processing payroll.

“Prime Pay

Pros

PrimePay is very user-friendly. Building payroll checks and generating reports is a simple task.

Cons

Sometimes, it is hard to reach payroll support to get answers to my questions.

“Review on online payroll / customer service

Pros

Submitting employee payroll online is a simple process.

Cons

There is no app available for payroll processing and the hold times are excessively long. It is very frustrating to wait 45 minutes to over an hour to speak with someone.

“Customer Service Representative Personnel Needs To Be More Roburst

Pros

The system is intuitive and easy to navigate.

Cons

The customer service representative lacked knowledge about your own system. It seemed like they either withheld information or did not provide the additional details that could have been helpful. The HR department needs to improve training for your representatives.

“If you are looking for Drama in your life - hire Prime Pay!

Pros

I left them in search of a provider who was more proficient with the product they offer.

Cons

Throughout our time with PrimePay, we have encountered multiple unresolved issues. We even requested to terminate our contract after 8 weeks due to ongoing problems, but we still have not received any response about how to proceed with ending our relationship.

“Prime Pay missing Tax Payments

Pros

The software is easy to use and simplifies biweekly payroll processing.

Cons

Customer service has been problematic. In the first 12 months, they missed or had issues with two tax payments. I contacted customer service monthly, only to be told that no one had worked on my case.

“TOO MANY ISSUES - HAD TO LEAVE THEM AFTER 15 YEARS

Pros

The customer service representatives have been fantastic.

Cons

There were errors and a lack of follow-up. When I took over the website four years ago, I found it not very user-friendly. Although they have made annual upgrades and are trying to improve, it still is not as user-friendly as other systems I have used.

“Payroll processing

Pros

PrimePay is very easy to navigate and process payrolls.

Cons

We experienced issues with the Cloud for Support for several months, but it is now up and running for me. Sometimes, updates lead to unexpected changes in PrimePay that cause stress, but these issues are usually resolved soon after.

“New Customer Review

Pros

Every individual I have collaborated with at PrimePay has been highly responsive and supportive whenever issues arise.

Cons

The implementation and setup of personal, COBRA, and benefit management portals were extremely confusing. I faced numerous difficulties accessing my account and had to contact customer service multiple times. Clearer instructions regarding credentials and the purpose of each portal would be greatly appreciated. Initial training and guidance from the team on their functioning would be beneficial for completely new users.

“jj Oxylance

Pros

The website is quite user-friendly, with numerous options for tracking various types of information.

Cons

The wait times on the phone tend to be a bit too long.

“Manager - Benefits, Policies and Compliance

Pros

I cannot think of anything specific. We use PrimePay for FSA/HSA and our Benefits Broker uses it for COBRA.

Cons

I constantly have to reset my password and it takes quite a while to register an employee for their benefits.

“PrimePay is by far the best payroll system we ever used.

Pros

The system is easy to use and the customer service is excellent.

Cons

I cannot think of any cons. All their features are just right for my small business.

“Brian Skelton

Pros

The functionality is far superior to our previous provider. Working with the team has been a great experience, and the support team has been wonderful to work with.

Cons

The system can be restrictive in some areas such as security and access permissions. I also have trouble viewing data across all of our FEINs simultaneously.

“Horrible Experience!

Pros

I have nothing to say, literally nothing!

Cons

The major downside is customer service. As a new business owner, I quickly realized I did not need PrimePays services. I contacted my account manager to close and cancel my account but faced difficulties. Despite formally requesting cancellation in November 2023, I have continued to be charged, totaling over $2300. I have not used the service once and want to cancel immediately. I am left hoping the company will do the right thing, refund my money, and actually cancel my account. The fact that I have been fighting to cancel for over 6 months is unbelievable. How many escalation requests do I need to submit before someone reviews my account?

“PrimePay HRIS

Pros

I really like the position management feature and the state-of-the-art dashboards they promised. However, once we went live we found that the data behind the dashboards is not actually accessible.

Cons

I am frustrated by the lack of integration between our HRIS and the T&L/payroll systems. Payroll functionality is limited and reporting capabilities are inadequate.