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:03/12/2024

  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.

  Primepay has not closed my account despite sending them a Termination Letter (according to their instructions) on Feb. 1, 2024, and continue to charge me for payroll processing that I didn't ask for. My case number is ******** but they never call me back to help close the account as requested.

  Customer Answer

  Date: 03/26/2024

  Primepay trying to claim there's a contract for 1 year subscription and asking for final payment. However, I never signed any such contract, and this is month to month and should have the right to cancel any time. They took 7 weeks to provide a simple response, don't bother responding to phone calls.

  This is an email from Primepay today:" Dear *******,
  
  We hope this email finds you well. We appreciate your reaching out to us regarding your subscription cancellation request, and we understand that circumstances can change. We want to provide you with the necessary information to ensure a smooth process. 
  
  Upon reviewing your account, we noticed that your current subscription term is still in progress and will conclude on 6/30/2024. As a result, we need to inform you of the options available for fulfilling your contractual obligations. 
  
  1.  Immediate Termination:
  If you wish to terminate your subscription immediately, you have the option to pay the remaining contract value of $745 as a lump sum. This will conclude your subscription, and you will not be billed further. 
  2. Continued Monthly Payments:
  Alternatively, you have the option to continue to use our services until the end of your current subscription term. In this case, you will continue to be billed on a monthly basis as per the terms of your existing agreement.
  We understand that each option has its considerations, and we are here to support you in making the choice that best aligns with your needs. In the meantime, we have gone ahead and successfully logged your cancellation request in our system. Rest assured your subscription will remain active until the scheduled expiration date; at which time your services will be discontinued as per your request.
  
  Please be aware that a prompt response is appreciated to ensure timely processing of your request. We value your partnership and want to make this process as straightforward as possible for you.
  
  Thank you for choosing PrimePay. We look forward to assisting you further.
  
  Best Regards,
  PrimePay
  
  thread::MhYVMfVMF1KaAFuMkH-mAjU::"

  Business Response

  Date: 04/12/2024

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

• Initial Complaint

  Date:03/08/2024

  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 cancelled my account with them as of the end of December 2023. However they keep invoicing me and pulling the funds from my bank account. They billed me $215.20 on 3/8/2024 for services they did not provide as my account is cancelled. In addition they billed me $254.72 in February again for non-existent payroll services They said they would refund this amount but have not yet done so.I have an email trail to support all this. My PrimePay case numbers are ******** and ******** My PrimePay Id is ********* *************************

  Business Response

  Date: 08/22/2024

  Thank you for reaching out to us with regards to the consumer complaint referenced above. PrimePay appreciates the opportunity to respond and the BBBs diligence in ensuring that customer complaints are resolved thoroughly and expeditiously.
  
   
  
  Upon notification of the customers complaint, ********************** promptly reviewed the issues noted and desired resolution. Subsequently, PrimePays service team reached out directly to the customer to address the customers questions and concerns regarding the terms of the contract, including the subscription term, notice of breach and termination process, and early termination fee provisions. After further discussion and review of their account, ********************** and the referenced customer reached a mutually acceptable agreement and PrimePay subsequently closed their account. This matter is considered resolved.

  Customer Answer

  Date: 08/22/2024

  [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:02/20/2024

  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.

  * W2s were delivered to a law office in ******* for the second year in a row. PrimePay shows Jan 18, 2024 per delivery notification.* I received a 1099 on Jan 30, 2024. * The law firm in ** called me around Feb 12, 2024 to tell me they had my W2s. I am located in *******. I asked them to destroy bc I did not want to pay to overnight them given I had paid $60 to PrimePay for shipping charges as well as the preparation fee.* Was invoiced and money removed from my checking account by ********************** in Feb for both the preparation of and the shipping charge for W2s * PrimePay has been contacted via phone (on hold for 20 minutes or longer on two separate occasions). Multiple emails have been sent.* It is now Feb 20, 2024 and I have yet to receive W2s from PrimePay. * I have also requested information regarding money they impounded for taxes - what has been paid on my behalf. * I have been told that PP was purchased by a Private Equity Firm * I am working to tie up loose ends with PP bc I have taken my business elsewhere due to the significant decline in service over the last year.Unresponsive, cannot get a person on the phone to reconcile each issue They have not fulfilled their responsibility to get legal documents to me by the Jan 31 deadline This is holding up my tax preparation as well as put me in a position of not providing W2s to my employees as required by law on or before Jan 31.

  Business Response

  Date: 02/28/2024

  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 to address the issues raised in their complaint. At this time, we consider the matter closed.
  
  Please let me know if you have additional questions. 
  
  

• Initial Complaint

  Date:02/17/2024

  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.

  My mom, owner and operator of ************************ (small single store retail home goods store in **************, **), and myself have been trying to terminate Primepay as our payroll provider for two weeks now. Primepay's customer service has been dismissive and refused to email or call us back in a timely manner. See attachments to get an understanding of the amount of time we have spent to try and get in contact with someone. We clearly stated in our initial email we wanted our account to be terminated immediately and that their services would no longer be needed. Instead they have improperly invoiced our account for $329.76, and continued to avoid communication (I was on hold for customer service Friday afternoon again). This is very damaging to small business owners like my mom who have enough to deal with let alone predatory merchant service providers who make it impossible for their customers to manage any aspect of their account. Myself and my mom have wasted enough hours on this, and I do not know any other way to remedy this situation. $300 might not be a lot for a big business like Primepay, but that is material for a small retail business like ************************.

  Business Response

  Date: 02/29/2024

  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.
  
  Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications, however, I can confirm that we have reached out directly to the customer to address the issues raised in their complaint.
  
  Please let me know if you have additional concerns. 
  
  

  Customer Answer

  Date: 02/29/2024

  Complaint: 21306972
  
  I am rejecting this response because:
  As you will see in the attached, the Company's claim they have reached out to me directly is unequivocally false. My responses have gone unanswered for 11 and 6 days, respectively. I followed up once again today prior to receiving this notification this afternoon from the BBB. ************************ will not waiver in our commitment to getting returned what is rightfully ours, and we hope the BBB can help facilitate a solution as the predatory business practices imposed by Primepay's customer support is something that needs to change so future small businesses do not end ** in the same situation.
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/01/2024

  Hello, 

   

  I talked to a Primepay representative last month (3/22) and they said that there would be no more charges as we were past the "30 days of written consent for termination," therefore no more services would be paid rendered. I thought it was over, but they ACH'd another $150 from our account on 4/1. It has been confirmed on their end that the account was terminated yet they have still pulled money from my account.

   

   

  Business Response

  Date: 04/12/2024

  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 and will continue to communicate directly with the customer. 
  
  Please let us know if you have additional questions.

• Initial Complaint

  Date:02/14/2024

  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.

  Have not been able to get payroll run since last September, cannot get through to anyone at the phone number I have used for them the last 20 years I was a customer. They will not respond to my calls and keep billing me for no services provided. When I look up ****** Reviews in Detroit area, there is many Customers voicing the same complaints.

  Business Response

  Date: 02/21/2024

  PrimePay, LLC (PrimePay) provides payroll and related services to employer customers. 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, we consider the matter closed.
  
  Please let me know if you have additional questions. 
  

  
  

  Customer Answer

  Date: 02/21/2024

  [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: 21295047
  
  I am rejecting this response because:
  
  Have not received any contact from PrimePay, and they are still debiting my checking account, with no services rendered this year. My bank is getting involved to help fix this problem 
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/28/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond.

  I've confirmed that a member of our team has reached out directly to the customer to address the issues raised in their complaint. At this time, we consider the matter closed.

  Please let me know if you have additional questions or concerns.

• Initial Complaint

  Date:02/07/2024

  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.

  I cancelled my service but was still charged the monthly processing fee.

  Business Response

  Date: 02/14/2024

  Thank you for bringing this matter to our attention. Client service is of critical importance to PrimePay and we appreciate the opportunity to respond. PrimePay's customer success team has reached out directly to the customer to resolve issues identified in the complaint and we consider the matter resolved as of this time. 

  Please let us know if you have any additional questions. 

  Customer Answer

  Date: 02/15/2024

  [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:01/31/2024

  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.

  PrimePay did not supply our payroll checks as agreed. No warning or correspondence was provided. Pay day is today 1-31-2024. I have emailed and called multiple times. Visited last known office and it is not occupied by PrimePay. What can I do?

  Business Response

  Date: 02/21/2024

  PrimePay, LLC (PrimePay)provides payroll and related services to employer customers. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.

  
  Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications. However, I can confirm that PrimePay has reached out to the client to address the issues raised in the complaint. 

  
  Please let me know if you have additional questions. 

• Initial Complaint

  Date:01/17/2024

  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.

  In December, Prime Pay withdrew employee benefits twice. When I brought the error to their attention they attempted to correct the problem and actually made it worse and withdrew over $1,300 from my account in error. I have sent multiple emails to them regarding this problem and left multiple phone messages. No one has responded. I just want to talk to someone and get this issue resolved. But its difficult to do without being able to speak to someone.

  Business Response

  Date: 01/25/2024

  PrimePay, LLC (PrimePay)provides payroll and related services to employer customers. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.

  Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications. However, I can confirm that PrimePay has reached out to the client directly to address the issue raised in the complaint. 
  

  Please let me know if you have additional questions. 

  Customer Answer

  Date: 01/25/2024

  [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 they are making a genuine effort to resolve this issue.  While not yet complete, I believe it will be satisfactorily resolved.   It is unfortunate that I had to file a complaint with the BBB to get this resolution.

  thank you for your assistance

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

• Initial Complaint

  Date:01/11/2024

  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 submit 4 payrolls per year, one each quarter. I submitted 2023 quarter 1 on March 31, 2023 and was told Prime Pay would need to submit an amended tax return for that quarter. This tax return is still outstanding, the taxes have not been deducted from the bank. We are now receiving letters from the PA *********************************** about unpaid funds. I have made numerous calls, sent numerous emails and still, after more than 9 months, I have no resolution.I cannot get anyone to by pass customer service and let me speak to the tax department. The only answer I'm given is my case #******** has been elevated.Note: When we contracted with Prime Pay, they were a local company and all transactions were handled locally with no issues. Since the company has been sold, we have had problem after problem trying to complete this relatively simple job, payroll processing for 1 employee, just 4 times per year. How they now do business is wholly unacceptable!!

  Business Response

  Date: 01/16/2024

  PrimePay, LLC (PrimePay) provides payroll and related services to employer customers. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint.

  Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications. However, I can confirm that PrimePay has reached out to the client to address the issues raised in the complaint. 

  Please let me know if you have additional questions. 

  Customer Answer

  Date: 01/17/2024

  Indeed the company reached out however, the necessary resolution is still not complete. They still have not debited the funds from my account and therefore still have not paid the taxes!!

  Should I be rejecting their response?

  Customer Answer

  Date: 01/17/2024

  [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: 21133471
  
  I am rejecting this response because: while I was indeed contacted on January 12, the issue is still not resolved. The funds have not been debited from my bank account and therefore, taxes have still not been paid.
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/25/2024

  PrimePay, LLC (PrimePay)provides payroll and related services to employer customers. Client service is of critical importance at PrimePay and we appreciate the opportunity to respond to this complaint and response.

  
  Due to the confidential nature of our services, we cannot provide specific case information regarding customer communications. However, I can confirm that a member of PrimePay's team is in active communication with the customer to address issues raised in their complaint. 

  
  Please let me know if you have any additional questions. 

  Customer Answer

  Date: 02/06/2024

  I'm sorry not to have responded sooner. Indeed this case is not resolved. I recently received a letter from the ** ********** of ******* listing taxes, penalties, interest and fees resulting from their extensive delay in filing payroll taxes in Q1 of 2023. Taxes for that period weren't filed until January of **** causing over $1000 in interest, fees, and penalties. To date I haven't received a response from Prime Pay as to their resolution.

• Initial Complaint

  Date:11/20/2023

  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.

  Per my employer ** **** Rancho Cordova, CA, I requested and received a cobra continuing health insurance form through Prime Pay after I was laid off for September and October 2023. $640.52 + $20.00 convenience fee x 2 months. Includes health, dental and vision coverage After making the 2nd payment I went to my Dentist and discovered I had NO insurance. I then checked on my *******Health Insurance and it too was no longer in effect. I called Prime Pay and the representative said we get calls like yours ALL the time. She explained that we are a third party and the problem is with the employer. She gave me a claim number. I made two additional phone calls one and two weeks later. Was told by another representative regarding the health insurance that it takes 2-5 days and someone would either email or call me regarding my insurance. That NEVER happened!! They took the money without any regard to whether I had insurance or not. Irrespective of if there is an issue with my previous employer - this should not happen. I never had ANY insurance. No contact from Prime Pay my employer or the health care provider..Prime customer Id 324. Member Id ******.. I would like contact with this company to find out what happened. From their own representative on the phone they know there is a problem and the answer is lip service.

  Business Response

  Date: 12/05/2023

  RE: Complaint ID # ********; *********************
  
  PrimePay received your email on November 21, 2023, which outlined a complaint from *********************, and we appreciate the opportunity to reply to this complaint.
   
  PrimePay was engaged by ** *************************., ********************* former employer, to administer their COBRA continuation plan in accordance with IRS regulations.  **************** elected to continue group health coverage in accordance with COBRA regulations, and he remitted the required premium payment on August 31st.  PrimePay followed proper steps to reinstate coverage with the insurance carriers in a timely manner; however, the insurance carriers did not update the account.  **************** notified PrimePay of the discrepancy, and we have been working with the insurance carriers to rectify the situation.  Unfortunately, PrimePay does not have the authority or access to update the insurance carriers system, so we are fully dependent on the carriers to complete the reinstatement step.  As of this morning, PrimePay has received confirmation from all three carriers that **************** coverage has been reinstated.  A representative from our Participant Support Team has been in communication with *****************
  
  Thank you for the opportunity to respond to **************** complaint.  Please contact us if you need additional information.
  
  Sincerely,
  ****************************
  Vice President, Benefit & Compliance Services