PrimePay offers online payroll processing suitable for any business. Employers have the convenience of the online portal to update/maintain employee records and access reporting. PrimePay does all tax filings allowing employers to concentrate on operations rather than tax laws. Review collected by and hosted on G2.com.
As a customer of PrimePay for 20+ years, the staff has always been available to answer questions and/or promptly address issues and correct. Hard to find a negative about PrimePay. Review collected by and hosted on G2.com.
73 out of 74 Total Reviews for PrimePay
Overall Review Sentiment for PrimePay
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I am the treasurer for our church (used PrimePay) and another organization that uses ADP for payroll. Relative to ADP, PrimePay has no advantages. It costs more, website is poor, customer service is abysmal, and they make mistakes. Review collected by and hosted on G2.com.
Customer service. They could not withhold Philadelphia city wage tax for our two employees who live in Philly. Many phone calls were made, and they just could not figure out how to do this even though they had the home addresses for these two employees (and so knew they were in Philly) and our Philadelphia City Wage tax employer number. They also consistently messed up withholding for our pastor. After months of frustation and having thier customer care team not follow up, we changed to ADP. ADP did everything correctly and at lower cost. Then, PrimePay charged us nearly $2,000 as an early termination fee that we knew nothing about - it must have been buried in fine print someplace. The only reason we terminated was because they are so incompetent. I protested this fee, and they are refunding half of it, but our small church still has to pay nearly $1,000 to PrimePay. Just an awful experience. Review collected by and hosted on G2.com.
The fast response of the payroll specialists is by far the best part of being a Primepay client. Review collected by and hosted on G2.com.
The reporting pages is the worst feature I feel. There is typically a report with the information needed but you may take half the day checking each individual report to find the one that has it. Review collected by and hosted on G2.com.
PrimePay has the best customer support. Anytime I have a question or concern, I call customer support and I am given an answer same day. PrimePay also has so many new features making things easier on the HR side. PrimePay has step by step documents so you can train any of your staff. The website is easy to use and easy to implement with new or current staff. We use PrimePay daily and our staff also have access to their personal portals to view W2s and pay stubs. When we switched over from PayChex, the integration process was easy and smooth. PrimePay was able to do most of the transition, saving us time and money. Review collected by and hosted on G2.com.
PrimePay uses a third party for the training system and I usually don't get a response when I reach out for technical support. Review collected by and hosted on G2.com.
Keegan Fonte is great. I was having trouble with getting hold of an agent of PrimePay. He was able to connect me with the appropriate persons and he has followed up with me numerous to see if the issues I had were rectified. Review collected by and hosted on G2.com.
I have to wait 2 hourr or more to get a representative on the phone. If I select an option to be called back, I'm not sure when that will happen, if I have been on hold several times for hours. I really don trust response would be faster. A former employee submitted a ticket in September 2023, I just received an email this week (March 2024) regarding the resolution. I emailed to get more information because I was not aware of the situation. Review collected by and hosted on G2.com.
Nothing. I have had money taken out with no explaination at least 12-15 times. It took MONTHS to get a response from my "client success manager". Support online takes months to get a response. The HR Counsel is a joke for helping with handbooks. Once I sat on hold for over 3 hours. Review collected by and hosted on G2.com.
Getting someone to respond in a timely manner. The HR Counsel. Review collected by and hosted on G2.com.
Processing payroll is relatively simple. Review collected by and hosted on G2.com.
You can NEVER get anyone to help you or call you back if you are having issues.
It took over a month to get a new employee signed up for their portal.
I am now going on week three of asking for a price for a new option for our payroll.
Customer service always claims "it is not their area" if you do happen to get an actual person on the phone. Review collected by and hosted on G2.com.
Employee integration was thorough and complete Review collected by and hosted on G2.com.
Customer service doesn't call back, they continually draw from an account that was specified to NOT be used anymore. Tax withholdings are misreported resulting in letters from the IRS. Requests to add services are ignored. Review collected by and hosted on G2.com.
I appreciate the self service option for our employees as it takes the lift off of the HR team to do the tasks that employees can now do themselves. The customization of fields and integrations with other programs has worked so well and allowed us to have a seamless end to end process. We also were able to affect retention by offering benefits such as earned wage access allowing employees to access their money on their terms. The customer support has been excellent and the collaboration with the team is amazing. Our account manager is truly an extension of our team and is always available to advise and assist with any issues or questions. Review collected by and hosted on G2.com.
We would like to see a more robust Performance Management Module for performance appraisals and objective setting. Review collected by and hosted on G2.com.
The software is very easy to use and they process the payroll tax payments and W2s for us. Review collected by and hosted on G2.com.
The fact that we can't control all areas in the software and that we have to contact prime pay to set things up or make changes to certain things when we want to change them. Review collected by and hosted on G2.com.
