Customer ReviewsforPrimePay

They took 1 months of payments for a flex savings account. But sent ZERO benefits information like a digital card. Or account login. Absolutely zero contact from them. I asked my HR for help and they reached out to Prime Pay but was ignored. So they gave me the contact info. I called primepay and they hung up on me after being super rude when I requested my information. This sounds like a scam company. They don't provide you any information even upon request. They even tried to say they found my account but I have zero funds. But my paystubs show it was paid. They are very unprofessional. I highly advise finding a different payroll/flex savings company

Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we reached out to the customer directly to address the issue raised and now consider the matter closed. You should have received confirmation of the same. We will have a team member reach out to provide further guidance regarding accessing your account.

This payroll company is the absolute worst I've ever dealt with! Multiple unreturned calls, multiple emails not addressed! I am still waiting on 1099s for employees from last year!! I am so frustrated at this point! 49 minutes on hold and no answer!! The last goes on and on!!

Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we reached out to the customer and are working with them directly to address the issue raised. If you have any further questions or concerns, please let us know.

Primepay used to be an excellent company to work with. Lately, we have had nothing but problems and trying to get anything done or speak with a representative is almost impossible. I just called and was told my wait time was "under an hour". Are you kidding me? I've been waiting 5 months to get my amended 941X so I can file my taxes. Everytime I do get through to somebody, they tell me it will be done "in a couple of weeks". I've heard that at least 5 times. Now, when they debit my account for taxes, the amount they debit doesn't match the reports that came with my payroll. How am I supposed to balance my books when the debits don't match the reports? Very frustrating. I've been with Primepay probably 20 years but this last year has been terrible. Time to start looking for another payroll service.

Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we have reached out to the customer and are working with the customer directly to address the issues raised. At this time, we consider the matter closed. Please let us know if you have additional concerns.

Primepay does not offer customer support or service any longer. I am with Primepay for 15 years, but strongly considering leaving. For past few months there are constant problems with payroll with no way to reach anyone in customer service. Checks arrived without signature, checks were placed in envelopes, against specific instructions. I wrote 10 emails to customer service. Not one received response or call back. Primepay does not deserve even one start. Shame

Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we have reached out to the customer and are working with the customer directly to address the issues raised. At this time, we consider the matter closed. Please let us know if you have additional concerns.

Prime Pay is the Wal-Mart self checkout lane of payroll companies. I have been a client for over ten years, and they recently switched to an "automated" platform for payroll processing. There is no support contact, no local account management, and no way to speak with anyone either regionally or via the support number. Individual contact emails I used to be able to communicate with now forward to a central support interface, and are ignored. There is no customer service whatsoever, and I just received an email to "schedule a call with an account manager" that included a calendar link with the first availability for a phone call 15 days from now. Thoughts and Prayers to anyone who currently works there, or used to prior to the apparent AI hostile takeover that occurred somewhere in the last four months.

Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. This response serves as confirmation that we have reached out to the customer directly to address any issue to which we have been made aware. At this time, it appears that all open tickets have been resolved.Please let us know if you have additional concerns.

Ronald W******* My company uses PrimePay for payroll. At the end of this year, they took my employer’s money and gave me an extra paycheck. I tried to return it, and they debited the wrong employee’s checking account. Luckily there were insufficient funds. Eventually they took back the money, about 3 days later in early January 2024. I received my W-2 form in late January with the duplicate pay included, as if they had never reversed the check 3 weeks earlier. By the 24th of January, PrimePay was notified that the W-2 was incorrect. Multiple messages, useless and ineffective “CASE NUMBERS” which are just a placeholder for inactivity, an hour and 20 minutes on Hold, and I am here on March 19, 2024 with not even a promise on when I will get my corrected W-2. This business is in real trouble. They have the trappings of an effective enterprise, but they are unable to correct this very sloppy attempt at fixing their egregious error. They may be less expensive than ADP, but you will regret giving them your business, and alienating your valuable employees.

Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond consumer reviews. After reviewing your account, we are pleased to report that the identified W-2 issue has been resolved. This response serves as confirmation that we consider the matter closed. Thank you again for bringing this matter to our attention and allowing us to resolve.

Prime. Pay is one of the worst companies to have as your payroll for your company. I’m the general manager of a restaurant that uses prime pay and we never get paid on time or payday are Mondays and sometimes they don’t show up until Tuesday or Wednesday. I have people threatening to not show up for work and prime pay refuses to fix the problem. A lot of the people I have live check to check Currently right now we were supposed to get paid today by five and none of the companies have received a paycheck

Thank you for bringing this matter to our attention. PrimePay, LLC (“PrimePay”) provides payroll and related services to employer customers. Client service is of critical importance at PrimePay and appreciate the opportunity to respond to this review. Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications, however, to the extent that any specific issues have been brought to our attention, we either have resolved or are working to resolve such issues as soon as reasonably possible.

I am an online user and for the past few years have run payroll for our THREE employees on Primepay. At first they were helpful then since I was only an online account I lost my representative. Since them trying to get help or a question answered is almost impossible. Recently I sent a query in to their support team and here three weeks later have not had anyone reach out. Thru there online system I did get a case number but that was two weeks ago. I tried calling today and each time hung up after 10 plus minutes being told by a recorded message how important my call was. So I caution anyone that expects any type of credible support. Based on my experience you will not get it.

Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this customer review. PrimePay, LLC (“PrimePay”) provides payroll and related services to employer customers. Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications. This response serves as confirmation that we have reached out to the customer to address the issues raised in their review and have resolved all known issues. At this time, we consider the matter closed. Please let me know if you have additional questions.

I am a one-person business, an S-Corporation with no employees. In October, 2023, I did my books and saw my monthly PrimePay bill increased from $85/month to $120/month in July 2023. I contacted them to ask what happened, they said, yes, we raised your rates and said they informed in June 2023. They did not. I keep all my emails. I found another payroll company that cost only $46.77 per month for the same service that PrimePay provided. I made the switch in November 2023. I contacted PrimePay and asked them how to terminate my account, they said I needed to email them and provide the reason why. I did this on Nov. 10. On Jan. 18. 2024 I received an email from PrimePay saying they reviewed my account and determined that I was still under contract until June, 2024, and I would need to continue paying them. They said I could pay them $660 and terminate the account immediately, or I could pay monthly until the June termination date. I responded requesting a copy of the contract they were claiming I was obligated to pay under, and a copy of the notice they gave me. After 6 days with no response, I sent them another email, reiterating my demand for the contract and notice. I also informed them I would be filing a complaint with the Oregon Attorney General's office for price gouging, and for the first time in any communication with them, provided my Oregon State Bar number. Less than 24 hours later, at 4:51 AM on Jan. 19, I received an email stating they "sincerely apologize for any inconvenience or confusion caused by the email" and that the case had been elevated to their management team and "after a thorough review" the remaining contract balance would be waived. I feel it is important to make as many people aware as possible of PrimePay’s gouging and nearly extortionist practices. If I was not an attorney and did not threaten them, they would have persisted with this, and undoubtedly have done so with many other small business owners across the country.

PrimePay has been in the payroll business for nearly forty years, serving customers with a variety of payroll processing, HR administration and compliance needs. We value the small businesses and long-standing customers that utilize PrimePay’s services and understand that price increases affect businesses. As such, we try to keep increases at a minimum to stay competitive in the market and do best by our customers. While not a frequent practice, price increases are sometimes necessary as we continue to improve product functionality and capabilities to better serve our customers and their needs. PrimePay stands behind the products and services offered to customers and believe our prices are competitive in the payroll market for the bundled products available to consumers. If you wish to discuss the specifics of your pricing or contract further, we encourage you to contact us directly at *******************.