Client Review on Primepay, LLC

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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.