PrimePay Reviews

“Treasurer”

Pros

The system is always accurate and offers many options to meet our needs even though we are a very small church.

Cons

The payroll administration options are too many which is great but can also be quite confusing.

“Using the System”

Pros

The system is easy to navigate, but it has several limitations.

Cons

I have found that customer service is largely absent.

“Time and Labor Management Implementation”

Pros

I value the customization options and the innovative thinking they bring to the table.

Cons

There is a need of improvement in systems navigation, ease of setting up security and user access.

“CUSTOMER SERVICE AT IT'S BEST”

Pros

We have worked with our CSR from the start, and we feel fortunate to have her. She is dependable, honest, precise and consistently goes the extra mile. It is always a pleasure to work with her.

Cons

My team is not pleased with some of the new procedures and features of the portal.

“EXCELLENT SERVICE”

Pros

Our CSR is the highlight of our experience with PrimePay, and she is the main reason we continue to stay.

Cons

As PrimePay grows larger, we are beginning to notice some negative impacts. I prefer smaller companies with personalized service and dealing with a single contact who understands our business.

“Excellent Service”

Pros

The service is efficient, cost-effective and has excellent customer support.

Cons

I cannot think of anything to dislike about working with PrimePay!

“EXCELLENT SERVICE & SUPPORT”

Pros

Our customer service representative is the main reason we have stayed with PrimePay for so many years. She is professional, precise, an excellent resource for answering questions or resolving issues, and always goes the extra mile for her clients. Despite the many changes and some significant challenges as PrimePay has expanded, having her as our rep has made managing these difficulties much easier.

Cons

With PrimePays growth, we have experienced a loss of flexibility and the personal touch that smaller and mid-sized companies value. We now feel more like just another number and the push toward self-service, while beneficial in some ways, also has its downsides. We initially chose PrimePay for the personalized service from our sales rep, our CSR, and others but that personal touch seems to be fading.

“Client experience”

Pros

Since starting with my new company on January 1st this year, the support team member has made my life significantly easier. She was my "go-to person" for online processing issues until I could handle them independently. I can't praise her enough; she truly exemplifies what a client service representative should be.

Cons

The issue lies with FedEx, not PrimePay. We are supposed to receive our payroll by 8 a.m., which is what we pay for, but there are times when FedExs website indicates no one was there and the delivery will be delayed until the next day or by the end of the day. We are open from 4:30 a.m., and there is always someone here.

“Business solutions and Get Payed ASAP”

Pros

I really like the follow-up and setup of the paperwork. While its a lengthy process, once everything is organized, things tend to fall into place smoothly.

Cons

Other than wishing for in-person support, everything has worked out great via email and phone.

“Awesome Payroll Experience”

Pros

The staff is professional and knowledgeable. I have never encountered issues with payroll, FSA, ACA, NDI, or tax support. Specialists are always available, and questions and issues are handled promptly.

Cons

I am concerned about the recent change in telephone support coverage.

“Easy to use for both admin and staff”

Pros

PrimePay is user-friendly for everyone. The staff can easily clock in and out and access their payroll information. As an admin, processing timesheets and payroll is efficient and quite straightforward.

Cons

Accessing effective customer service can be challenging at times. While learning the program, I spent a lot of time trying to reach the right department for support.

“PAY ROLL FOR A MULTISPECIALTY DENTAL PRACTICE”

Pros

Working with support team member is not only professional but also refreshing. Whenever I have a question, she is always available. Her knowledge and consistency are impressive. I trust that payroll is handled correctly with her in charge. I highly recommend her.

Cons

I genuinely have nothing negative to say about PrimePay.

“Customer suppert is the greatest!”

Pros

We faced issues with payroll processing last year, but since PrimePay assigned an excellent team member to our account, everything has been handled correctly.

Cons

Last year, we faced issues with payroll processing and a new person handled it incorrectly each week.

“Services just Ceased - No Tax payments were made for an entire quarter”

Pros

For the first three months, my rep was very responsive.

Cons

There has been no response or help in correcting unpaid taxes.

“Prime Pay Review”

Pros

I like that PrimePay manages payroll tax payments, quarterly filings, and the end-of-year W2 process.

Cons

Customer service is awful. We frequently encounter issues with our payroll taxes not being paid on time, resulting in penalties that we should not be receiving. We need more control to set things up ourselves in PrimePay, such as accruals.

“PrimePay Review”

Pros

PrimePay excels in handling key payroll functions like taxes and the smooth processing of direct deposits and third-party payments. We were also interested in their potential integration with NetSuite.

Cons

I have noticed that reporting and payroll calculations can be slow to load, and the help articles seem a bit outdated. It seems some of the implementation steps might have been done out of order, which has led us to reorganize a few things.

“BZI Payroll Review”

Pros

I value the integration with our financial software, configurable reports, and the ease of managing and processing payroll. Requesting time off, managing life events, and handling benefits are also simple. The I9 management and verification are handled well. Both the implementation and customer support teams have been excellent to work with.

Cons

We are missing a 360 EDI feed for our benefits, and there are tax allocation issues for crews working in multiple states. There is no option to upload individual documents for employees; only company-wide uploads are available. Access and permissions are strictly role-based, with no customization options for managers and administrators. Since we have a parent company with multiple subsidiaries, transferring between them requires termination and rehire, which complicates benefits and tenure.

“PP Review May 2nd.”

Pros

I think PrimePay could improve its user-friendliness when it comes to making changes.

Cons

I find it challenging to get in touch with support.

“Perfect fit for our organization”

Pros

I like the ease of use, accuracy of information, and the pleasant, knowledgeable customer service.

Cons

I have not encountered any issues so far. Any questions or corrections we have had have been addressed promptly and efficiently.

“Support is great!”

Pros

Support team member assigned to us as our dedicated agent, she consistently ensures our needs are met. She rarely makes mistakes, communicates openly and respects our time. Even though processing payroll for us might be a bit unusual, she remains highly professional!

Cons

The reporting options are limited. I often need to create payroll reports or summaries over various time periods and with different data sets. However, the reports I can generate are quite restricted in customization and are not very Excel-friendly, which could have helped with data manipulation.