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Client Reviews on PrimePay

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    • 3.4
  • 14 Reviews

Most helpful positive review

0 people found the following review helpful

By Simon Kaplan Oct 21, 2019

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Most helpful critical review

0 people found the following review helpful

By Tezhanae Jackson Sep 30, 2019

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Overall Feedback:

Great team, easy to work with and excellent service !!!

Overall Feedback:

Was with primepay for a few years ... everything was pretty much automated but when it came to actually needing assistance our rep heather Myers was way off the ball. We didn’t have time to wait days for a response only to be misinformed . So we switched to another company . Still looking to see where our tax liability refund is and of course no response from Heather .. Gave an extra star for benefit of the doubt that other reps aren’t as unresponsive or uninformative as Heather

Overall Feedback:

Always friendly and always accurate. A great service!

Overall Feedback:

Great experience. Great Customer Service - quick to respond.

Overall Feedback:

Dont Use this company. Some of their employees are unprofessional!!

Overall Feedback:

I called to simply ask a question about my payroll. Before I could even state the problem, the representative, Judy interrupts me to say that my employer needs to contact them...before she even allowed me to finish my sentence. The manner in which she spoke to me was unprofessional, rude and dismissive.

Overall Feedback:

Brian is the guy that comes to sign you up and set up an account. He's great! The problem is when you have to call Prime Pay for assistance. For the most part you have to leave a message for them to call you. Then there are the times when you request documents or help and they send you 'something' but not what you requested, delaying the process that you needed the documents for. I read other reviews, and I thought that printed checks were the ones not received on time, but also learned that direct deposit is an issue as well. Anyone reading these reviews please share with us about a good company please that will be as effective and professional in person and on the phone.

Overall Feedback:

Brian is awesome! He is very genuine and great to work with!

Overall Feedback:

Online Payroll website is very user friendly & my experience with their customer service staff has always been positive.

Overall Feedback:

I was referred to this company by our accountant and our initial contact with the sales rep, Nick, was excellent and we used Primepay for both our payroll and TLM services. He was responsive and very good at his job. However, after a few months with the company, I can not deal with the incompetence of some of the representatives at this company and the absolutely abysmal customer service.During the 5 months that we were with PrimePay, It would be a regular occurrence for me to spend 20+ minutes on hold when I needed to reach their support and when I would get to someone I would be transferred to another person and have the call go to their voicemail repeatedly and not have anyone return my call. Their customer service was so bad that I would regularly get their upper management calling me apologizing and making excuses for why their service was so bad. I would get excuses like they are a small local business that expanded by 11% in the last year and do not have the staffing to account for the increase volume. I am sorry but that is not a valid reason. On top of their terrible customer service, their internal logistical staff are not very good at their jobs either. They did not properly set up our account after we provided all of our past payrolls for Q1 so we were fined for missed payments by the IRS that we thought were already paid. Even when we didn't have to deal with PrimePay's own internal mistakes, I had to write checks to our employees multiple times because they would not process our payroll submissions in time for direct deposit. Many of these issues could have been overlooked if they had a competent, well trained customer service staff. I have had interactions with an area "manager" on the west coast where I left the conversation dumbfounded about how a person so ill-equip to even have a job in customer service be in a managerial role. When these mistakes would happen, I would get a phone call from a person from "upper management" offering me a credit for the month and an excuse as a way to atone for their mistakes. Unfortunately, they miss the point that I am more than happy to pay them for a service that actually works and I am hiring them to make my life easier not to deal with a company that is going through growing pains and being a test subject as they figure things out. All these issues I have had with PrimePay are JUST with their payroll service and I am not even including the myriad of problems that we have had to and still continue to deal with their TLM service even though we had canceled our account with PrimePay since July. They still regularly bill and fraudulently withdraw money from my bank account for services that they no longer perform for us. The take away from our 5 months of interaction with PrimePay is to NEVER use their service. They are much cheaper than other companies but save yourself the headaches and go with ADP, like we did, or any other company.

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