All PrimePay Reviews
1-25 of 181 Reviews
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Carolina
Verified reviewer
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2018
Massive payroll data through data upload
The most common problerma I could solve using this software refers to solid reporting functions. These functions improve auditability for information and make actionable decisions within the company.
PROSOne thing I love is that I can automate complex calculations, as well as past, present and future tax changes, which helps me to reduce the risk of compliance issues.
CONSSo far I could get a handicap or negative aspect of Synchr that is meaningful, however I could say that is not aimed at small businesses and maybe that detracts functionality.
Ananay
Law Practice, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2019
Great Service but.....
We are using the Time Clock System as well a complete Payroll Services.
PROSUser Friendliness and Helpful Customer Service Team.
CONSI wish an email or reminder would be sent when there's system update.
Reasons for switching to PrimePay
Because I wanted the same type of program for the Time Clock. I didn't want to have 2 separate bills every month. It is very user friendly and easy to manage employees since we have 2 office locations.
Vendor Response
Hi Ananay, thanks so much for the nice review! We appreciate your business and hope to have many more years with you.
Replied December 2019
Jeanell
Civil Engineering, 2-10 employees
Used monthly for more than 2 years
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
2
CUSTOMER SUPPORT
2
FUNCTIONALITY
1
Reviewed February 2024
Your Payroll system is awful
Worse than Horrible - Excruciatingly Painful and the most frustrating organization that I have ever done business with. Also I put in a request for a 1099 for a company that did work for us and I received a message that it was handled but the 1099 did not arrive. So I call and PP said they would resend - that was weeks ago and I still have not received it.
PROSThe W-2 forms were sent on time. Other than that Nothing!!! - it sucks.
CONSIt is so difficult to set up the pay rate - the system keeps doubling the pay rate for one of the employees and I have to get help through customer support every month. When I call Customer Support I usually have to wait an hour to get help. Sometimes after listening to "Your call is important to us please hang on the line and your call will be answered by the next available agent" for an hour the phone hangs up on me. When I do get the agent, they fix it and tell me that it is all set for the next payroll and I won't have that problem again but the next month goes by and I have the same problem again - month after month after frickin' month.
Reason for choosing PrimePay
I met one of the sales agents how sold me the plan years ago. It was fine for a long time and I regularly changed payrates for employees with no issues - not any more - now it is a constant struggle and I'm not even trying to change the payrate, it just keep doubling it anyway.
Catherine
Wholesale, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed March 2019
SyncHR from a Users Perspective with some insight into the Admin Side
Overall it has been nice and simple to use. Nice UI for the most part and it allows company wide announcements for updates and so forth. It's a nice place to house tax documents and benefit information.
PROSIt is pretty straight forward in terms of where you need to go to look for certain things. Sign in and you have a menu of the different things you have access to depending on what your HR wants you to see. We can access our tax info and see our personal info. It's really easy to make changes to your information if needed. Clocking in and clocking out is straight forward and if any change requests are needed that is easily doable as well. Requesting time off is very simple and to the point which is always helpful, your balances are readily available.
CONSFrom time to time it glitches and I can't even log in or if I log in I can't access any other pages except the one that you land on once you log in. At times clocking in lags and it looks like it freezes but then when you refresh or clock in again it logs both clock in/out times. From the admin perspective approving changes at times gets missed or the changes don't get saved properly. It would be nice if for example adding time or making changes, the time will calculate for you, say adding 4.37 hours to 12:17pm to complete an 8 hour shift.
Thomas
Insurance, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2019
PrimePay Review
The team we work with at PrimePay are amazing and very helpful when we have compliance questions or issues in general.
PROSWe use PrimePay for all services they offer but majority of our business is with COBRA administration. They make the COBRA event process seamless and handle all communications between the employee/insurance carrier/employer, which means our job is pretty much done once we enter the employee in PrimePays portal
CONSThe lag time between an employee electing COBRA coverage with Primepay and Primepay enrolling the employee in COBRA continuation coverage.
Vendor Response
Thank you so much for your kind review,Thomas. We're so glad to hear that you've enjoyed working with our team. We look forward to continued success together!
Replied September 2019
Steve
Human Resources, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2019
Swipeclock software
The software is allowing us to meet DOL requirements for exempt and non-exempt workers.
PROSIt is nice that our employees can login and out remotely. Also, the ability to edit "punches" allows for flexibility in workdays to record compensable time.
CONSPTO approval process after the fact (ie. someone is ill so doesn't request time off in advance because they don't know they will be ill) is clunky.
Reason for choosing PrimePay
We have payroll services with Primepay so the potential integration of the timekeeping system made sense.
Vendor Response
Thank you for your review, Steve! We are so happy to see that you like the capabilities of Swipclock. We will be sure to share your sentiments with our team! Have a great day. - Team PrimePay
Replied August 2019
Andrew
Retail, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed December 2023
Long time customer Used to love them now I don't
Started with PrimePay in 2009. Had no issues and would have recommended them to anyone. Last 2 years has been disasterous. Countless hours trying to sort out Primepay errors.
PROSPrimePay in the past was like clockwork...No errors, courtesy calls, and actual reps to assist. From what I have gathered, when covid hit they had all their employees working from home. Management must have seen a money saving opportunity and closed all but 2 physical locatiions. So everyone you speak with will be at their home often times on a cell phone. There is no accountability and turnover has got to be high because every time I call someone new answers. When I as for the last person they are no longer employed withPrimepay
CONSErrors on my payroll occur almost weekly. Random employees not getting paid. New hires not getting set up correctly. IRA witholdings and Garnishments don't get sent to the recipients. It causes serious problems in the business operations.
Denise
Insurance, 2-10 employees
Used more than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed January 2018
Pretty Good & Effecient
My reports are efficient and properly calculated !!
PROSEasy to navigate, and very easy to see all that is needed to be seen easy to go back and forth, also I love the elephant who is calculating the payroll process. The reports are easy to read with great detail of everything that has been entered . and Now I love that you need a verification code to even open up the payroll process. all I am very happy with prime pays customer support and the payroll process. One hundred words are pretty hard to come by when you like everything about the program and you have NO Complaints. Not sure what else you could do to make it better, except when an employee is over the allowed time off, I'm not sure what they are asking me to do. but other wise all is well. Good Job !!
CONSSometimes I'm not sure if I have completed everything, It will say, pick a report on one part of the screen but then on another it will say, smile your payroll is being submitted ??
Adeli
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
2
FUNCTIONALITY
4
Reviewed April 2018
Easy to use, good turnaround on responses to issues.
Easy to use, and great report structures. Love that HR3 has carrier feeds. The new timeclock is great!
CONSMy biggest frustration is that there are too many links and no integration between software. You have to get a link to all different services (HR3, PayStubs, FSA, Timeclock) all have different links which frustrate users. Also, as the administrator, you are stuck with having to reach to so many departments because you no longer have a dedicated service manager.
Rosalie
Information Services, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
1
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed August 2021
retrieve tax information
call in payroll is excellent...representative very helpful...your website leaves something to be desired.
PROSgood in most areas but TERRIBLE in trying to access up to date information on quarters completed on 940 and 941
CONSterrible in access up to date quarters completed for 940 and 941 or other tax reported
Reason for choosing PrimePay
difficult website to navigate...primepay seemed easier but now having problem accessing up to date quarterly reports.
Vendor Response
Hi Rosalie! Thank you so much for taking the time to write a review. We apologize for the experience you've had with accessing Form 940 and 941 data, and we will be sure to use your feedback to improve our efforts moving forward. We will be escalating your feedback to the appropriate party to ensure your issues are addressed. -Team PrimePay
Replied August 2021
Erica
Wholesale, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed August 2023
Poor Quality Service and Support
Website is very clunky and impossible for employees to use unless they are using the website. Apps only work for iPhone users and not for androids. Payroll is extreamly slow to load and takes longer to reclculate payroll than it is to upload hundreds of employee data.
PROSThe implementation team was very responsive.
CONSWe went live with SyncHR/Primepay January 1, as of today 8/14, Q1 and Q2 taxes have not been filed properly, and I have not received any responses on how they will be resolved. I send a follow up email weekly, but there have been no updates in 3 months. Implementation went rough and all employees W4 information was uploaded incorrectly, causing problems on employee taxes. Employee direct deposits uploaded incorrectly. The platform was literlly slapped together in hopes that we would find and solve their issues when we went live, instead of giving us the time to test everything ahead of time. 8 months into this project, I am still finding issues where I was told was resolved, but are not. Not a single ticket has been resolved. Worst customer service I've ever experienced.
Reason for choosing PrimePay
We were told customer service was top knotch and the ticket resolution times were within hours. This is a LIE!
Reasons for switching to PrimePay
Customer Service
Richard
Management Consulting, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
5
CUSTOMER SUPPORT
1
FUNCTIONALITY
5
Reviewed April 2021
customer support desk
payroll and tlm program are solid, and the gh onboarding platform integration is great. The response time from the email customer support team is non-existent and infuriating.
PROSWe continue to receive no response on our open tickets. It's been a couple of weeks and no courtesy update has been provided to our questions. Since inception, the timeliness of responses (if any are received) continues to degrade. Is there any hope on the horizon for adding resources to the email [SENSITIVE CONTENT HIDDEN] team?
CONScustomer support takes weeks to respond, if they respond at all.
Vendor Response
Hi Richard! Thank you so much for taking the time to write a review. We apologize for the experience you've had with not receiving a response, and we will be sure to use your feedback to improve our efforts moving forward. We'd like the opportunity to learn more about your specific situation to make things right. We have escalated your feedback to the appropriate party to ensure your issues and concerns are addressed. -Team PrimePay
Replied April 2021
Mark
Construction, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed November 2019
Won't leave us alone after cancelling service
Lots of mistakes and decided to do on our own. Since we cancelled they keep calling month in and month out and and we have told them we are successfully doing in-house with less mistakes and less cost, and requested not to call back. Won't take NO for an answer. Need to Buzz Off!
PROSWe used for years and had periodic tax issues. Okay, but can't get rid of them.
CONSExpensive and can do and track better on our own.
Reason for choosing PrimePay
Cancelled and went to Sage in-house.
Vendor Response
Hello Mark, thank you for taking the time to leave a review. We are sorry to hear about your frustration and appreciate you letting us know about the issue. We are working to make sure you are no longer contacted about our services.
Replied November 2019
Marie Belloto
Accounting, 2-10 employees
Used weekly for more than 2 years
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed March 2022
Change and the Character to Adapt
We worked with Prime Pay under the umbrella of a larger organization - however we ran payroll as a separate entity with a separate employer ID # and paid them separately. The organization decided to change, so our last payroll was Friday - March 4. Our logins were cutoff apparently last week and we no longer have access to our reports - It is Monday March 7. I am a CPA in public accounting and I have NEVER seen a payroll company cutoff a customer from obtaining reports even in some of the most unusual circumstances after a final payroll. This tells me about the integrity and character at the top of this company. As a CPA I have a 3 year record retention requirement. I would never refer this company based on this experience. Shame on them.
PROSNo Comment Nothing Questionable Integrity
CONSIf you plan to transition to another payroll company - One can always tell the integrity and character of an organization when you leave a company, what the response to the change is. We have choices - we can retain our integrity, character and professionalism with the many companies that were part of the payroll process or we can spite them and cutoff access to reporting.
Trevor
Staffing and Recruiting, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2018
A true all in one system that is easy to use!
Overall a great product that any size company can benefit from greatly.
PROSThe best part of the system is how everything is interconnected and updated in real time. When you give an employee a raise it automatically calculates the back pay needed and can correct the payroll records. It handles all of the payroll and tax filings without any effort on the payroll team. The flexibility with time recording is amazing and seems to have no limitations.
CONSThe only limitation with this product is the familiarity of the tool itself in the market place. This should change overtime as more companies become aware of the product and all it can do.
Stacey
Real Estate, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2018
Easy to navigate through
Using SyncHR has been so much easier to use than our previous payroll system.
PROSMy favorite thing about SyncHR is that it is so easy to navigate through. If you have something that needs your immediate attention, there is a "Task" button to let you know that you have something that needs your immediate attention. And you can sync your notifications from SyncHR to your personal email or work email. I love it.
CONSThere is literally nothing that I dislike about SyncHR.
Will
Retail, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed August 2023
Total Incompetence, Technical Reporting Glitches, and Abysmal Non-responsive Customer Support
Nothing besides that it paid our employees
CONSThe reporting system portal and the entire company and support team is totally antiquated, incompetent, and will surely fail and shut down entirely in the next few years as all their customers continue to migrate to better, cheaper options as we did after repeated unacceptable instances of being ignored by their support team, from which we could not even obtain a report we needed for an audit deadline (which in other payroll services is readily available via self service)
MARY
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2018
Superior service & products
User friendly and easily navigated employer portal. Techs are always willing to assist with resolving payroll employee and employer issues. I am really impressed with PrimePay Blog topics and they are relate-able to my job and payroll. I seldom experience any wait time for responses to my questions and the Techs stay with me until I understand the concepts and PrimePay requirements. Tech demonstrate an extreme amount of patience and attention to my company's concerns. They listen are consistently inquiring if my company needs clarification on any specific issues.
CONSSometimes when I haven't visited a particular area or subject or an extended period of time I have to reach out to my Tech. I could avoid wasting their time and effort if there were tutorials to let users kn ow of new or updated information as it relates to the PrimePay online Employer Portal.
Anonymous
11-50 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed February 2019
Customer Service is disappointing.
I was happy with the service until I needed help. At that point I no longer trusted your product. People cannot be expected to know every single protocol your company may have. Especially when just trying to reset a password. I have given my score due to the obnoxious treatment from customer service and the lack of information available.
PROSI was really excited to use this program. Everything was set up to make perfect sense.
CONSCalling customer service as an employer is impossible. They will let you know immediately that they will not help you, and they will ask you to call your employee. As soon as they know you are an employee they will refuse to answer any basic questions. I asked for a better contact for my employee
Vendor Response
We are so sorry to hear you've had a bad experience. We'd like to do our best to resolve this for you. Please email socialmedia@primepay.com with your full name and business name and we will have someone from our leadership team reach out to you.
Replied February 2019
Frank
Food & Beverages, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed October 2023
New Leadership, higher prices, no negociation - client for 20+ leaves Primepay
my contact representative was very good.
CONSPricing is out of control and they don't value a 20+ year customer to even come close to other competitor payroll providers. was willing to pay a little more not to leave, but they would not negociate. Primepay i'm paying $450 per month (new pricing - old pricing was $230/m). New company paying $220/m. I begged to talk to someone in leadership not to leave, but could not
Karen
Law Practice, 2-10 employees
Used monthly for more than 2 years
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed March 2021
Awful service and portal
Awful and no follow up when left messages to call me to discuss my problems
PROSOver the last several months since apparently, you have gone to a digital portal with no live peopl,e the service and features have declined significantly-- the portal is too complicated-- I have made several over 4 calls and left messages recently to discuss my problems and bills -- no one responds and I'm on hold for over 1/2 hour and when I left call-back number no one called./ Simply awful. I intend to find another vendor -- I also have my pension through Primepay and that will change as well. The absolute worse customer service.
CONSIts too complicated not user friendly-- Absolutely the worst service online I have ever experienced.
Vendor Response
Hi Karen! Thank you for taking the time to give us your feedback. We're sorry that you had a negative experience with our new portal. We'd love the opportunity to resolve the issues you are experiencing and have made the appropriate parties aware.
Replied March 2021
Elyse
Construction, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
User Friendly Payroll Company
My time is better spent collecting money to pay for the payroll than to save money by processing the payroll myself.
PROSThe fact that I can enter the whole payroll myself at my leisure instead of waiting on a representative to assist me, but when I need assistance PrimePay is right their with answers to my questions while I am still processing my payroll. This is a very important fact since most of the time if a problem creates itself, I can't complete the processing without the question answered. If they didn't answer fast it could hold up my processing and the checks, which would create a lot of dis-satisfied employees with no check!
CONSAt this moment I have no cons, I like the software
Vendor Response
Thank you for your review, Elyse. We're so glad that you find our service so highly valuable. We strive to give business owners and end users time back in their day to focus on what matters most. We're happy to see that we have achieved that for your company. - Team PrimePay
Replied December 2018
Elyse
Construction, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
User Friendly Payroll Company
Customer service is exceptional for any problems that may arise.
PROSThe software is very easy to use, very easy to navigate through for information and super easy to input payroll. The checks come into my office the very next day and all the direct deposits transfer perfectly.
CONSThe only thing I can say negatively is the reporting. I wish there was an instant work comp payroll report that is more friendly for date ranges for my audits.
Vendor Response
Thank you for your review, Elyse! We are so happy to see that you like our user-friendly software. We will be sure to share your sentiments with our team! Have a great day. - Team PrimePay
Replied August 2019
Wayne
Retail, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
1
EASE OF USE
1
FUNCTIONALITY
1
Reviewed August 2019
Something Is Wrong
I just did
PROSWhen operating properly it is very good to view what you
CONSI am sent a text saying my pay stubs is ready for viewing, but then you will NOT let me log in to check it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! You say "You currently do not have any services linked to your account" REALLY?????????????????????????????
Vendor Response
Hi Wayne, I am so sorry to hear you're having an issue accessing your pay statements. We are aware there was an issue last week; again our sincerest apologies. We will escalate this further to make sure your issue was resolved. Thank you!
Replied September 2019
Doug
Non-Profit Organization Management, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2018
Primepay Review - 12/18/2018
Ease of use; easy to navigate; and intuitive
CONSNot enough standardized reports with current period and year-to-date information.