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:07/05/2024

  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 had a 16-year relationship with PrimePay, which was providing simple payroll services for my home-based public relations consulting practice. Several months ago and without notice, the company increased by mostly fee for this service by approximately 90%, from about $10 to $120. Since then, I've been trying to terminate the services PrimePay provides and my related auto payments. This process has involved numerous phone calls and emails to customer service representatives, who indicated they would attempt to stop my service but didn't have the ability to remove the credit card being used for auto-pay from my account. I've been told in recent weeks that my account has been terminated but just received an invoice for $118.20 for an "early termination fee." I'm not even trying to get the money I've paid in recent months back. I just want the invoices and payments to stop, as I'm no longer using the company for my payroll needs.

  Business Response

  Date: 07/19/2024

  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.
  
  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 directly to the customer to address the billing and contract issues raised in their complaint.
  
  Please let us know if you have additional questions.

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair 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.

  We had been clients for 15 years and then due to MULTIPLE issues we left the company, they have charged us early termination fees for a subscription based service we did not agree to. When we started with the company there was no subscription based on conversations with the company in November they made this change to subscription based service that caused this early termination fee of 928 and ******. The only notification was a line listed on an invoice / email of the invoice. We have been direct debit also for a long time so we dont look at invoices often. I was told the updated subscription was listed in this - however had we actually been made aware of the change there was no way we wouldve signed up for a year with them due to all the problems we had with them as there were not serving as a competent payroll company. service had severely gone down hill. You were not living up to the exception of being a competent payroll company. We did not and would not have agreed to subscription with this company. The company made a change to ensure a stable and predictable service experience our dedicated rep was taken away, wait times to talk to a random customer service rep took over two hours, 11 help requests were left unanswered, multiple help request took weeks to address, all our employees sensitive data was sent to a random individual when our w2s were mailed to a random address of a former employee (no longer lived there), our *** deductions were not correct, the company was overcharged for *** matches, the list goes on with all the things the company change actually accomplished. I have been in contact with the company end of Feb in order to get this fixed but have continually been told that they notified us via line in invoice and we agreed to a subscription, which we did not.

  Business Response

  Date: 06/27/2024

  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 to work with them directly in addressing the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 07/09/2024

  
   Complaint: 21845874
  
  I am rejecting this response because:
  

  My boss missed the emails that were sent from you - the company reached out and they refunded the amount but then they have taken money out of our account again. So we are very upset. 
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair 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 was a very long term customer of ********************. About 2 years ago we began having numerous issues that continued to get worse into 2024, within one month (February), an employee was not paid, the next payroll period, two employees were not paid their OT, the following period, no employees were paid. Each time I reached out, I said if you don't get your act together you will be fired. The last straw was our employees not being paid. I notified them we were firing them in May and was told, we were under contract, terms changed and were included in the fine print of our July statement. I told them we had grounds as they did not work to fix issues or live up to their end of our agreement. I sent them a detailed letter outlining our side of the story and why we should not be responsible for this invoice. So, what did they do, on June 12th, 2024 they did an unauthorized debit of this invoice out of our business account without even responding to my email.

  Business Response

  Date: 07/09/2024

  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 to address the billing and support issues raised in their complaint and will work with the customer directly to resolve such matters. 
  
  Please let us know if you have additional questions. 

  Customer Answer

  Date: 07/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21839602
  
  I am rejecting this response because:
  
  The Associate General Counsel, *************************** reached out to us via email on 7/9/24.  In her email she said "looking at your account history, there is nothing to suggest that the issues are insurmountable.  In addition to the issues outlined in my original letter to Primepay, you cannot fix attitude nor lack of follow up.  Going back through all my emails to Primepay, I can't tell you how many times I received no response, then had to ask again, only to receive no resolution but "will follow-up".  

  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/17/2024

  We have signed off on a Termination Agreement for which "PrimePay in good faith has decided to forgive what we owe in termination fees".  

  Business Response

  Date: 07/19/2024

  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: 07/19/2024

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

• Initial Complaint

  Date:06/05/2024

  Type:Product 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 enrolled in COBRA benefits through PrimePay while I was unemployed. Months later, I started a new job with health insurance and no longer needed PrimePay. I assumed the insurance company would communicate with them and cancel my PrimePay auto-payments but that was not the case.Consequently, I was unknowingly paying for COBRA benefits through PrimePay which I did not need or use between 9/30/2023 and 2/1/2024. I later contacted PrimePay and they agreed over email to drop the benefits for that duration and issue a refund.Since then, I have received one refund check which amounted to one month of the refund out of the five (October through February). I have contacted PrimePay multiple times over email and phone for several months and have been reassured that other refund checks are coming but have received no additional checks as of now.

  Business Response

  Date: 06/07/2024

  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.
  
  PrimePay, LLC (PrimePay) provides payroll and health administration 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 and are working with them directly to address the issues raised in their complaint.

  
  Please let us know if you have additional questions. 
  

  
  

  Customer Answer

  Date: 06/11/2024

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

• Initial Complaint

  Date:05/25/2024

  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.

  I have been using Prime Pay for my payroll service since 2017. Last year, their billing went up without much warning or explanation (and I couldn't get anyone by phone or email to explain transparency in billing), so I sought out another payroll company local to me earlier this year. I sent an email requesting my service be cancelled on 3-14-24. I have had several messages with Prime Pay since regarding this cancellation because I couldn't get anyone to acknowledge my cancellation for several weeks even with repeated requests on my part. Finally they acknowledged and I asked about my billing and it sounded like that would be ending. Mind you, I haven't processed ANY payroll with Prime Pay for 2024 but I did keep my billing current through my cancellation. That seemed fair. Then on 4-17-24 I received an email alerting me that I wasn't able to cancel until 5-31-24 as I'm on some sort of subscription (which was never ever expressed to me in all the years I used Prime Pay). Invoices have continued to come. For ****** my invoice was zero, so I thought maybe I was done, but now I've received another bill (for service I'm not even using) plus there will likely be another bill coming for **** I've asked them to produce proof that I'm on a subscription and they don't reply. I'd like my cancellation to be acknowledged and the fact I haven't used their service since Jan 1 of ********************************** invoices long after cancellation. Can you please help me resolve this issue and get my cancellation finalized? I can understand being billed through March since I didn't cancel until 3-14, but continuing to bill me for services I'm not even using this year doesn't seem fair (especially when they're not getting back to me or proving I am on some sort of subscription). I've attached my 2024 invoices thus far. All are paid except for INV-***** (and like I said, I'm expecting another one to arrive for 5-31-24). I can provide emails of my cancellation, etc if you'd like.

  Business Response

  Date: 06/24/2024

  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 issues raised in their complaint regarding their contract and billing.
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 06/25/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21760653
  
  I am rejecting this response because:

  Yesterday, 6-24-24 was the first time anyone at Prime Pay has acknowledged that I've been seeking help with this issue. **** left me a message and I called him back just now (on 6-25-24). At first he did not seem aware of my BBB complaint and began the conversation asking me how my business was doing, etc. I brought up the BBB complaint and he said "oh, yes, I did see that."  But I didn't get the sense this complaint was the reason for his call though. I only seem to hear from Prime Pay when they're trying to get me to come back as a client. I say this because another rep called me in April asking me if I'd like to come back for 3 months free. Meanwhile my attempts to get answers from them seem futile. 

  Today, **** did apologize on behalf of the company for my experience with poor customer service. We discussed the invoice issues and my cancellation timeline and he said he would discuss this with his team.

  In regards to my question about being on some sort of "subscription" he relayed that the company transitioned to something along those lines and notified clients through the portal in the summer of 2023. I have no recollection of seeing these notifications and I explained I'd been with the Prime Pay for almost 8 years. A few months ago when I received an email stating I couldn't cancel until May because I was on an annual subscription, I replied to them asking for proof that I was on a subscription.  No one replied. **** is the first one to tell me that something changed in 2023.I'd still like to see those communications and where it outlines the time frame of this service and the cancellation policy, etc.  
  

  To date, this issue is not resolved.  I will not be satisfied until a resolution is reached, hopefully with the April and May invoices cancelled at this point.  Thank you for your help with this matter. 
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/05/2024

  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 to address the billing and contract issues raised in their complaint. We will continue to work with the customer directly to address and resolve the issues raised. 
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 08/03/2024

  Please add this to my case.  I did not **** the issue as "resolved" earlier since my case wasn't actually fully resolved until just this week (August 2024). While the business may be sending back information to you saying that they'd handled the situation, that was not the complete story. It took much more. I was finally connected with someone in the legal department last month who navigated through all the information and proposed a resolution. But this all was not without work on both ends. The billing department had sent invoices with errors that had to be researched.  Just today, 8-3-24, I have signed a form for termination and we agreed upon a fair amount for my final bill. I am satisfied with where this all stands now, but the length of time it took and the fact I had to involve the BBB and also be matched with a specific person in the legal department working with me on the issues and mistakes is indicative of the lack of follow through, transparency and dismal customer service that has become ********************** LLC over the past 2-3 years.  Prior to that, it felt like a completely different business where they prided themselves on service.  Now there are no longer direct reps and you don't get answers to questions or training or anyone acknowledging you when there is an issue. It should not have taken months to terminate and smooth all of this mess out.  I'm glad I contacted the BBB for help because it finally got their attention. 

• Initial Complaint

  Date:05/22/2024

  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.

  Since March of 2023 to date, Prime Pay LLC, a payroll company, has withdrawn from my First Horizon business account close to $1000.00 in the form of $99.00 monthly withdraws for a charge of inactivity. They did not inform me in the form of a email or a phone call that they were going to change their policy of not charging for inactive accounts. Prior to March of 2023 their were not and withdraws. I have not been able to reach Prime Pay on the phone and even went to their ******* operations location and one of their neighbor's told be they vacated their property a year ago.

  Business Response

  Date: 06/06/2024

  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 issues raised.

  Please let us know if you have additional questions. 
  

  
  

• Initial Complaint

  Date:05/14/2024

  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.

  We decided to go to another company because Prime Pay was to big for our little candy company. Trying to get someone to help with problems was almost impossible. We were told that we needed to pay fees till the end of the contract we singed We did not ever sign a contract with Prime Pay and asked them to send a copy of that contract. Nothing was sent, and they just pulled the money out of our account . We tried to concact customer service and we get nothing.

  Business Response

  Date: 05/28/2024

  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 and are working directly with them to address the issues raised in their complaint.

  
  Please let us know if you have additional questions. 

  Customer Answer

  Date: 06/27/2024

  I did get a couple of Emails from Prime pay apologizing for the problem but that was it.
  There was no interest in giving back any of the money they removed from our account.  
  We are not interested in having them ever do our payroll again.
  The only time we got any communication at all from this Company is when we filed a complaint with you.
  I am  pretty sure they are not going to give back any of the money they pulled out of our account, so In guess we are done.
  Just not real happy with this out come.

  Business Response

  Date: 07/09/2024

  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 to address the issues raised in their complaint. At this time, PrimePay has provided the customer with a copy of their contract and reached out to explain the terms of their commercial agreement. We are continuing to work directly with the customer to address any additional issues or questions, as they arise. 
  
  Please let us know if you have additional questions. 
  
  

• Initial Complaint

  Date:05/13/2024

  Type:Service or Repair 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.

  I have had Prime pay as my payroll company since ************************************ the last 2-3 years they have had issues keeping their service representatives and I have had different people assigned to me just about monthly. I started receiving requests for the payroll numbers after the information was due although I am a sole proprietor on salary and my information does not change from month to month. Finally last August Prime pay stopped paying my taxes altogether and I owed money at the end of the year due to those taxes being left unpaid. I reached out to them in February of this year multiple times by phone -- where I was on hold for over 2 hours twice and email where I was ignored until I asked to terminate my contract. That is when i was informed that I had a new subscription, that I obviously never saw before or agreed to. The attached shows the only communication I have had since then although I have objected multiple times and called again.

  Business Response

  Date: 05/23/2024

  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 and are working to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

  Customer Answer

  Date: 05/31/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21704177
  
  I am rejecting this response because:

  In the past year, from 1/2023 Prime pay has paid my taxes 6 times.  In February and October my tax withholding was doubled so in effect I had taxes paid for 8 months of 2023 and then none in 2024.   I was billed monthly for taxes whether they were collected or not.  The fees range from a high of $277.44 to a low of $110.66 for a total of $2247.67 or $376.61 per payroll for a single employee.   I repeatedly asked for an automatic collection based on the fact that I am a salaried employee whose tax base never changed but since I rarely had the same Primepay employee as a representative from month to month there was no consistent person to contact.   After I reached out both by phone and email and got no response and switched to another company I was told I owed another 3 months of fees based on a subscription I never saw or agreed to.  I owed taxes this year based on the insufficient filings.  ************ is below substandard.
  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/12/2024

  At this point, the only communication I have received from Prime pay is this invoice.

• Initial Complaint

  Date:05/13/2024

  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 ended our business relationship with PrimePay in February of this year due to the lack of service and errors we experienced over the six months prior to that time. PrimePay failed to pay our employees on more than one occasion, incorrectly labeled employees as 1099 contractors rather than W2 employees, issued live checks rather than direct deposit payments which led to employees not being paid on time and were, in each of these occasions, almost impossible to contact. Calling their customer service number required being on hold for ***** minutes to speak to a representative. I notified PrimePay via writing and over the phone that we intended to end our relationship and at no point did they state were under contract with them. They have since been emailing invoices and have tried to state that the attached signed quote and unsigned agreement are in force and that we have an agreement to be a client through 8/30 of this year. There is nothing in writing to that effect yet they are invoicing, charging late and bounced charge fees etc. I have emailed their billing ***** spoken to a Manager and have not been able to get to a resolution. They seem to be uncaring that their actions and lack of service to us as a client led to this situation.

  Business Response

  Date: 05/23/2024

  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 and are working directly with the customer to address the issues raised in their complaint.
  
  Please let us know if you have additional questions. 
  
  

• Initial Complaint

  Date:05/10/2024

  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.

  Primepay continues to bill me when services are no longer needed. I have sent 3 requests to resolve, and they continue to bill me and have not reimbursed me for the money they already took from my account.

  Business Response

  Date: 05/24/2024

  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 and are working directly with them to address the issues raised in their complaint.
  
  Please let us know if you have additional questions.