All PrimePay Reviews

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User Profile

Carolina

Verified reviewer

Used daily for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

One 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.

CONS

So 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

User Friendliness and Helpful Customer Service Team.

CONS

I 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

The W-2 forms were sent on time. Other than that Nothing!!! - it sucks.

CONS

It 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

Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

It 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.

CONS

From 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

We 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

CONS

The 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

Review Source: Capterra

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.

PROS

It 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.

CONS

PTO 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

PrimePay 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

CONS

Errors 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

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

4

FUNCTIONALITY

4

Reviewed January 2018

Pretty Good & Effecient

My reports are efficient and properly calculated !!

PROS

Easy 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 !!

CONS

Sometimes 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

Review Source: Capterra

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.

PROS

Easy to use, and great report structures. Love that HR3 has carrier feeds. The new timeclock is great!

CONS

My 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

good in most areas but TERRIBLE in trying to access up to date information on quarters completed on 940 and 941

CONS

terrible 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

Review Source
This review was submitted organically. No incentive was offered

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.

PROS

The implementation team was very responsive.

CONS

We 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

We 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?

CONS

customer 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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!

PROS

We used for years and had periodic tax issues. Okay, but can't get rid of them.

CONS

Expensive 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

No Comment Nothing Questionable Integrity

CONS

If 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

Review Source
This review was submitted organically. No incentive was offered

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.

PROS

The 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.

CONS

The 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

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

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.

PROS

My 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.

CONS

There is literally nothing that I dislike about SyncHR.

Will

Retail, 11-50 employees

Used weekly for more than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

Nothing besides that it paid our employees

CONS

The 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

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2018

Superior service & products

PROS

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.

CONS

Sometimes 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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.

PROS

I was really excited to use this program. Everything was set up to make perfect sense.

CONS

Calling 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

my contact representative was very good.

CONS

Pricing 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

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

PROS

Over 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.

CONS

Its 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

Review Source: Capterra

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.

PROS

The 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!

CONS

At 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

Review Source: Capterra

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.

PROS

The 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.

CONS

The 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

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

1

FUNCTIONALITY

1

Reviewed August 2019

Something Is Wrong

I just did

PROS

When operating properly it is very good to view what you

CONS

I 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

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed December 2018

Primepay Review - 12/18/2018

PROS

Ease of use; easy to navigate; and intuitive

CONS

Not enough standardized reports with current period and year-to-date information.

Showing 1 - 25 of 181 Reviews