Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed this before and no reply, so I am re-submitting: I am writing to again request a new advisor for my 401(k) account to replace ******* *****, whose conduct I have found unprofessional. Mr. ***** claimed he is the only account manager for **************************** plans, which I find difficult to believe. However, if this is accurate, I would like to speak with his ************* my 401(k) must remain with a Primepay-designated provider, I expect access to a qualified and professional advisor. ******* as an assigned advisor to my retirement account, purchased for a different account with (according to him) same initials. ****** did agree that 1 we are not a good fit for each other (per his txt msg) and 2 I should hire someone outside Primepay, I request the option to transfer my 401(k) to another provider in the future and link my 401k to an account managed directly by the new advisor of my choice.Please address this matter promptly and provide details on next steps.****

  Business Response

  Date: 05/14/2025

  Thank you for bringing this matter to our attention. **************** is of critical importance to us, and we strive to respond to and resolve all consumer complaints. This response is confirmation that we have reviewed the complaint and will work directly with the consumer to address the issues raised. 

   

  If you have any additional questions or concerns, please let us know. 

  Customer Answer

  Date: 05/15/2025

  Primepay replied to me by asking me to hire another 401k advisor, while their current set up does / did not allow so at the beginning. Now they see they made a mistake and their retirement structure does not support 401k sufficiently, so they are "allowing" me now to go to an outside advisor. However, their current set up makes no way for other advisor's to access to my retirement account and they do not internally have another advisor. They should be informing all their customers about this situation and give us/their clients options to either use their 401k set up or at our own choice.

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My small business has been a client of Prime Pay for years. Changed banks in fall 2023. When Prime Pay tried to auto-draft their first invoice after this change, they found that account was closed. They reached out, I was able to get them the new routing and account numbers. They successfully auto-drafted their monthly invoice for 13 months. Did NOT run any actual payroll during this time as my event production company is still recovering from COVID shutdown.When I did run my first payroll in mid December of 2024, the paychecks they printed up for me were perfect, including the bank routing and account numbers.But they sent me a message saying that the tax draft was unsuccessful due to 'Account Closed'.So I had to wire them the tax funds, from the account they said was closed. When I tried to resolve this with their customer service, their answer was 'it's your bank's problem, tell them to fix it.' Speaking to the ** at my bank, she seemed puzzled as she could see their auto-draft invoices and paychecks clearing. She could not identify any issue on their ****** when I ran payroll again 2 weeks later, I notified the bank ** of the exact dollar amount and date of the upcoming tax draft. ** 'flagged' my account with her back office so they could make sure the draft was successful. But same thing happened. According to bank **, there was no rejection by their bank because their was no attempt by Prime Pay to draft these funds. The ** described it to me as 'there was no electronic knock on the door' for them to reject. Her back office can see these 'knocks on the door'.So Prime Pay can successfully draft their monthly invoices and they can successfully print checks which clear the very same account, but can not properly draft tax funds? My conclusion was Prime Pay does not have the technical skill set to do this or they do not have the customer service commitment to fix this *********** they want me to pay $807 in early termination fees.

  Business Response

  Date: 04/07/2025

  Hello and thank you for bringing this matter to our attention. 

  
  This response is to acknowledge receipt and confirm that PrimePay, LLC (PrimePay) is diligently reviewing the attached complaint. PrimePay will reach out to the customer directly to review and address the issues identified. 

  
  If you have any further questions or concerns, please let us know. 

  Customer Answer

  Date: 04/17/2025

  Prime Pay is very close to fully satisfying my complaint.

   

  They agreed to waive the early cancellation fee (my original complaint) but have not sent back a fully counter-signed Release form.

   

  I sent it to them with my signature, but they have not sent it back with their signature.

   

  If they quit trying to collect their early cancellation fee, then at least I'll be happy with that part of it.

   

  Thank you.

   

  *****

   

  Customer Answer

  Date: 04/30/2025

  Prime Pay did agree to waive all Early Termination fees. They sent a waiver form, which I signed and returned to them on April 8, 2025. Copy of that release form is attached here.

   

  As of today, April 30, 205, they have not yet sent back to me a fully countersigned version.

   

  If they do indeed stop trying to collect the early termination fees, I will be satisfied.  But their reluctance to send back a fully countersigned release form seems indicative of their handling of customer service in general.

• Initial Complaint

  Date:02/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am disputing a transaction date 9/27/2024 in the amount of $2,270.They say it is an early termination fee yet I had never signed a renewal contract. I signed one contract with them to start the service back in 2019.I cancelled the service with them because I was not getting my payroll on time. This was very upsetting to my employees who rely on that money.Ive called twice regarding this issue and they hang up on me. I want a full refund for the ridiculous $2,270 that was taken from my bank account with out any warning

  Business Response

  Date: 03/19/2025

  Hello,

  This response is to confirm receipt of the attached complaint and that PrimePay, LLC (PrimePay) is diligently reviewing the issues identified therein. PrimePay will reach out to the customer directly to review and resolve the issues identified. We appreciate you bringing this matter to our attention. 

   

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have repeatedly tried to contact the appropriate person to discuss several issues regarding--1) being charged for mailing paystubs that we asked to be shifted to digital only. 2) Addressing a charge we cannot identify 3) Being told to ignore a letter regarding a late filing then getting a penalty from the VA **** of Taxation for that late filing...and other issues outlined in the emails that are attached. We have been shuffled to different representatives and are unable to get the correct person on the phone to work through these problems. We do not have a phone number for our customer service representative and she is not responding to my emails.

  Business Response

  Date: 03/19/2025

  Hello and thank you for bringing this matter to our attention. 

  This response is to acknowledge receipt and confirm that PrimePay, LLC (PrimePay) is diligently reviewing the attached complaint. PrimePay will reach out to the customer directly to review and address the issues identified. 

  If you have any further questions or concerns, please let us know. 

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter to express my strong opinion regarding my deeply unsatisfactory experience with PrimePay. Based on numerous issues that have arisen throughout my interactions with this company, I feel compelled to share my opinion and advise others to think twice before engaging their *********** our opinion, PrimePay demonstrates a troubling lack of transparency and communication. Our organization communicated our intent to terminate services well in advance, yet we found ourselves faced with an unexpected Early Termination Fee of $1,507. Despite numerous attempts to address this issue, the responses we received were inadequate and ignored the core of our dispute. In our experience, this neglect reveals a concerning disregard for customer concerns and a lack of accountability.Moreover, we believe that PrimePay's practices regarding contract modifications border on unethical. The absence of clear, direct communication about significant changes to terms and conditions raises serious questions about their business model. In our opinion, customers should not have to **** for critical information buried in invoices, as such practices reflect a blatant lack of respect for clients' rights and understanding.Additionally, the perceived lack of customer service responsiveness has left us feeling abandoned and frustrated. Our attempts to reach out for clarification were met with delays, vague replies, and ultimately no resolution. This ongoing struggle has reinforced our belief that PrimePay prioritizes profit over authentic client **************** our strong opinion, potential customers should reconsider their choice in business partners. Given the myriad of issues surrounding communication, customer service, and ethical contract management, we cannot recommend PrimePay as a reliable solution provider. We believe that there are numerous other companies out there that offer far superior services with far more integrity.

  Business Response

  Date: 03/19/2025

  Hello and thank you for bringing this matter to our attention. 
  
  This response is to acknowledge receipt and confirm that PrimePay, LLC (PrimePay) is diligently reviewing the attached complaint. PrimePay will reach out to the customer directly to review and address the issues identified. 
  
  If you have any further questions or concerns, please let us know. 
  
  

• Initial Complaint

  Date:01/29/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an accountant. Years ago, when PrimePay was a small payroll company out of ************, **, their service was fine and we did not have many issues. People were easy to reach and easy to work with, then it all changed without our knowledge. PrimePay was acquired by a larger corporation and that changed the service model and the billing. The sales *** that I dealt with early on is not even with PrimePay any longer but, when he was there at the tail end of his time with them, he could not do much to help us and continually stated that the clients actually have more power to get resolution on complaints than the ***s do. Now, I have another instance where I need assistance, so I reached out to the only manager contact I have 12 days ago and no response. I have to say that I am not surprised because this is the lousy service that they now offer. They are trying to bill my client a cancellation fee of $1,487 to leave their service as of 12/31/2024. They state that the client is in a subscription period and to exit that period there is a fee. There are two problems with this. 1. My client did not know anything about even being in a subscription period and did not sign anything saying that they agree to such terms. 2. The cancellation fee likely would not be disputed if it was a reasonable fee (i.e. $50 or less) but they want almost $1,500 to let a small business owner out of a subscription he never knew existed! My attorney has sent them a letter instructing them to cease these predatory practices, yet they continue. My advice if you are considering doing business with them is simple...Don't hire them! Run the other way. I haven't even mentioned getting errors corrected, as that is also a never-ending battle that goes on for years. I have one client who needs payroll taxes refunded from November 2023 which they still have not refunded despite the multiple requests that have been made. Horrible. Absolutely horrible!

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been a customer of ******************** for last >9 years. About 18 months back their ownership changed and we have been facing problems. Filed 3 complaints with them but ***** called/emailed and none of them got addressed. we finally sent an email to cancel the services in early october but we still got billed for an extra month(november). I called multiple times again and spoke with 3 people about this. I have the records for dates and times. This morning (december/24) I got a early termination fee even though we never had a contract. The fee is $1368. I need help to get that taken off and hope noone else will be suffering with this company. I saw their reviews as well and most of the customers have the same kind of complaints. Need help.

  Business Response

  Date: 12/11/2024

  Thank you for bringing this matter to our attention. ************** is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  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 discuss the terms of their contract and resolve the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 12/21/2024

  Somehow I missed the last email you sent. Issue was partially resolved and I had to pay $270.34 for services I did not utilize. I was told by Primepay that they changed their terms of use and No customer was informed with a seperate email. The change was assumably put in in a notice with changes in terms of service. Hated to loose that much money to a company which has a ton of complaints. Hope BBB can do something about them.

• Initial Complaint

  Date:11/08/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with PrimePay in late 2020 and began running payroll with them in January of 2021. We had been unhappy with them over small issues since we started; however, in 2024 we've had bigger problems with them. The first being we asked for a revision to a W-2 for a shareholder on 1/24/2024. After now hearing back I had to follow up on 2/9 and again 2/19 but did not hear anything back from PrimePay until 3/8 and that was just to tell us that they were too busy as the time. The *** had to adjust the earnings himself to file taxes. In August when I went to do payroll, had an issue with the website and the system took out deductions multiple times from each employee. I emailed customer service and got a (surprisingly quick) response that We are aware of the duplicate deduction error and are working to resolve this as quickly as possible., but was a bit frustrated with the fact that PrimePay knew, but the customers didnt get any kind of warning. At that point we decided to find another payroll company. I sent an email to customer service on 10/7 that we were cancelling our service with them, and it was at that point that I learned that they changed their terms of service without adequately informing their customers that we were on a subscription service until 2025. After going back and forth, on 10/21 I sent an email stating that because they planned on charging us over $1,000 to get out of a contract that we didn't know we were in or agreed to, we would stay a customer until the term was up, but that I would be leaving bad reviews wherever I could. I did get a reply from PrimePay on the same day that "I will get your account moved forward with closure with a request to wave the remaining contract." I took that to mean that we could terminate the contract without having pay the penalty, but today I received an invoice for $1590. So either they deceptively led me to believe that I wouldn't be charged or they wrongly invoiced us.

  Business Response

  Date: 12/05/2024

  Thank you for bringing this matter to our attention. ************** is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  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 after receiving notice of the complaint, PrimePay reached out to the customer to directly address the issues raised. At this time, we consider the matter closed.
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 12/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  In reference to complaint ID ********, this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********
  
  

• Initial Complaint

  Date:08/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sent notification to cancel at the beginning of the year. We have several emails. They keep taking money from our bank account.

  Business Response

  Date: 09/01/2024

  Thank you for bringing this matter to our attention. ************** is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.
  
  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 directly and are working with them to address the billing and contract issues raised in their complaint.
  
  Please let us know if you have additional questions at this time. 

• Initial Complaint

  Date:07/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a 19 year customer of ******************** with many years of satisfied service, I wasn't expecting any funny business when looking to close my account. I've been a month to month customer the whole time. I was closing because I've lost all of my employees, not because I'm changing payroll providers. I've had a dedicated account manager since the beginning and she's always been helpful and thorough. I contacted Primepay on 10/11/2023 about potentially cancelling for 2024. I followed up in Feb 2024 and set up cancellation to occur at the end of March. Never once was a yearlong subscription mentioned, it's always been month to month. I even asked my rep about fees. Fast forward to 2 days before my set cancellation, and they send me an email that I'm locked in until October and owe $1944 in order to cancel before the end of my supposed subscription. I got 1 call and a few emails from management (in April), they promised to look into it and get back to me. I haven't heard anything back from management since. I told them I don't authorize any more bank transactions, however they attempted to debit my account without sending any bills or notifications, for $1944 on 6/10/24. This bounced my account and the payment was returned. I attempted to contact them several times since then with no response or resolution. I never agreed to a locked in subscription as they claim I did. I have other complaints regarding their business practices, which I was told should be rectified within 60 days of the complaint, but have not. These include additional fees that I had specifically requested to never incur, and missing and late payments to the *** on my behalf which they debited from my account, but failed to pay to the *** in a timely manner. All I want is to close my account without incurring any fees. It was their duty to inform me of these fees and my alleged subscription terms when I contacted them about cancelling (many emails between 10/11/23 and 3/2024). Didn't happen.

  Business Response

  Date: 08/02/2024

   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 complaint.
  
  This response serves as confirmation that we have reached out to the customer directly to address the contract and billing issues raised in their complaint.
  
  Please let us know if you have additional questions. 

  Customer Answer

  Date: 08/02/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.